Ivanti Service Manager Reviews in January 2025: User Ratings, Pros & Cons

Expensive, buggy, and difficult to manage. Stay far away.

What do you like best? Supposedly, a mature implementation can integrate with other Ivanti tools. We were not able to see that benefit due to more fundamental problems with the platform. There's very little benefit to this platform that I can see that makes it any better than its competitors. What do you dislike? Ivanti Service Manager (ISM) was a boondoggle from the start. It took over two years to get ISM working after we initially purchased it. Over those two years, we ...

Easy to use, easy to configure, robust product

What do you like best? Product is easy to use, easy to customize, easy to admin for. Once you teach staff how to interact with one workspace, the others are very easy to learn as they all have a similar look/feel. The out of the box product is very robust and is a viable product on its own before customization. What do you dislike? There are a few items I'd like to see enhanced for better functionality or increased security, but Ivanti hosts a forum for their customers to suggest ...

Feature-packed but could it be over-complicated?

What do you like best? The Ivanti Service Manager application is jam packed full of features, with so much detail that can be recorded against incidents, it makes running a service desk a very well organised and well oiled machine! What do you dislike? It is hugely complicated, its huge array of features and fields means it takes a very long time to get new features activated or new configurations built. This delays our service offerings and makes things more complicated than they ...

Its good

What do you like best? Intuitive and easy to use . Its has automated ticket tracking What do you dislike? Limited functions. Reporting is bad . The emails are not consistent Recommendations to others considering the product: none What problems are you solving with the product? What benefits have you realized? service desk

Ease of use

What do you like best? My team is able to configure ISM with ease. They have all promoted from the Service Desk and learned how to configure and manage the system. What do you dislike? There is so much I would love to do in the system and just not enough time to do it all. We have learned to do little wins at a time. Recommendations to others considering the product: Look at all of the features. However, dont become overwhelmed with everything available. Start small and ...

Service Manager Cloud

What do you like best? Incident, Problem, Change, Release, CMDB, Service Request all in 1 system. What do you dislike? Basic OOTB reporting and have to purchase Xtraction. Cannot reroute approval tasks for workflows. Recommendations to others considering the product: Great product to get your ITSM up and running. What problems are you solving with the product? What benefits have you realized? Self Service for the organization and our external customers. Better ...

Powerful and flexible solution.

What do you like best? The level of customization and integration available. Really easy to leverage on industry standards framework and also add your own requirements. What do you dislike? I will have to get down to the details... The one think I dislike is how the cloud version is based on one page development. You can't just simple copy the browser URL to a specific destination. What problems are you solving with the product? What benefits have you realized? Solving the ...

Ivanti Service Manager is a great tool

What do you like best? Easy visibly across all incidents and service requests makes it simple to support our end users more efficiently. What do you dislike? The knowledge management module is not user friendly when creating new article. Self-service needs more configuration options and style options. Recommendations to others considering the product: Yes What problems are you solving with the product? What benefits have you realized? Service Desk and support of ...

Beautiful yet still developing business solutions platform

What do you like best? The best part of ISM and its sister applications is that it just gets the job done. It allows for customization, but even out of the box configurations can help business solutions and manageability. What do you dislike? Like with any platform, the more you customize for your own business needs, the more likely you will run into unforeseeable problems. Recommendations to others considering the product: If you wish to begin this journey, plan to have ...

...and the kitchen sink

What do you like best? When we first saw the demo for ISM (HEAT) our helpdesk crew, including myself were FLOORED by how many features it has. The best part is that we can direct users to a portal or knowledge when they need help. What do you dislike? As an administrator, you need to be a jack of all trades when trying to manipulate the system. It doesn't hurt to have some programming background. Recommendations to others considering the product: Get a team. One person ...