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

Can recommend

What do you like best? The API functionality makes it fairly intuitive to take a manually built template and use it for integrations with our other systems. What do you dislike? There's an overwhelming amount of options and configurations and some of the pages take a very long time to load. What problems are you solving with the product? What benefits have you realized? We use it to track all of our help desk requests as well as log change requests for audit purposes.

ivanti HEAT - Service Manager

What do you like best? Very intuitive application. Easy to switch to and from different roles to access the software's different features What do you dislike? Not really an issue with the software but our company uses the Service Manager for business functions which the program was not designed for. In turn, we sometimes experience issues in performance when there are heavy user loads. Recommendations to others considering the product: We would benefit from more features ...

Good service management tool. Sometimes a bit slow

What do you like best? Simplicity, configurable, easy to implement What do you dislike? Speed after working with it for long sessions. What problems are you solving with the product? What benefits have you realized? Service management

IMS - the first 4 months

What do you like best? I found the system initial very easy to navigate and get around. The Service Request learning curve was no stupidly steep. It was fairly easy to get into the module and start working with it unlike some product What do you dislike? Service Request module. I require audit trails and getting information out of the system is difficult. 1) The parameters screen seems missing on standard reports. 2) The approval emails do not include parameters ...

Ivanti Service Manager feedback

What do you like best? Integration between modules. Queries that allow for quick at-a-glance views of ticket states and history. What do you dislike? Don't like that there's no ability to hover over a field to get info about it. There are also limitations around Problem ticket generation from incidents. Recommendations to others considering the product: Go through a thorough Request For Proposal process preceded by a thorough Request for Infomation process. I would also ...

Service Manager for Incident/Work Order/Service Request, Self-Service

What do you like best? Broad feature set, all the available features are more than most organizations will initially adopt, presents future growth potential as organization matures. What do you dislike? limited consulting resources, and resource availability meant I had 3 implementation consultants throughout our Incident/WO/SR/S-S implementation. Recommendations to others considering the product: Document your request offering workflows thoroughly. What problems are ...

Robust System With A Steep Learning Curve

What do you like best? I like that Ivanti Service Manager implements ITIL. If you know ITIL you will recognize its concepts built into ITSM. If you do not know ITIL, working with ITSM opens the opportunity to learn ITIL concepts along side ITSM implementation. ITIL will provide the learner with a framework and vocabulary for understanding IT and his/her place in it. For those who do not want to keep programmers on hand to maintain a service management system, ITSM is programmer-less. ...

Ivanti Service Manager for IT operations and support

What do you like best? ISM has an integrated suite of modules that work well together to manage IT services. We primarily use Incident, Change, Service Request, and Problem management. We have been able to leverage quick actions and workflows in these modules to fit our business processes and support our ITIL and ISO audit requirements. The service request offering forms and workflows are very flexible. What do you dislike? The flexibility to customize is great but it also creates ...

Great tool for every application

What do you like best? The possibility to customize everything; configure the system that it fits to your own requirements in the company. From out of the box to self-developed modules - everything is configurable. What do you dislike? The service catalog is unfortunately not very administrator friendly. Here are some features missing, that would make it easier to configure the Request Offerings. Recommendations to others considering the product: Great tool, if you have the ...

Good ITSM tool for any organization

What do you like best? It's very customizable. It fulfills all our service management needs. What do you dislike? Administration is sometimes not very user friendly or intuitive. Recommendations to others considering the product: It's an affordable, robust, and customizable on-premise solution. Just know configuration and administration will take a lot of training and someone with programming knowledge. What problems are you solving with the product? What benefits have ...