GLPI vs. Ivanti LANDESK Service Desk (discontinued)

GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.

Incentivized

If you are using other tools (e.g., asset management) that integrate with Service Desk, it can get extra value and provide better functionality. Its ability to send & receive email is not unique, but it really makes life better than software that we used in the past (which lacked this feature). The lack of responsive design makes it hard to use on small displays, and which would be nice for users of tablets.

Incentivized

• Tickering
• Inventory
• FAQ

Incentivized

• The core Help Desk solution (Incident, Request, and Problem Management) is great and has all the features you would expect. Parent/Child relationships, Major Incidents, Linking, SLA Management, Approvals, and an easy to use interface
• The process engine within the application is very powerful and you can easily create your own unique custom processes to solve your business needs/problems. The process engine is robust and one of the main reasons we chose the product.
• Ease of customization without writing/deploying code. This was a major requirement for us and Ivanti offers the ability to customize the product without writing code. They also have a built-in migration tool that allows you to easily move changes through your environments.

Incentivized

• Lack of auto update mechanism.
• Admin interface is somewhat dated.

Incentivized

• Interface could use a facelift
• Communicate with users from tickets
• When all task have been completed the option to close the ticket should be available, or it just hangs out there

We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.

Incentivized

Support system is very good. I believe they have done an excellent job supporting our questions

We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.

Incentivized

We chose Ivanti because at the time we wanted an on-premises solution that was powerful and allow for easy customization. We are now open to a cloud model and will move our install to the cloud in the future. Overall we felt Ivanti was on par with the competition and offered a very competitive price point.

Incentivized

• No cost upfront apart from hosting
• Extensive plugin catalogue to add new features without any cost
• No maintenance cost unless you need support.

Incentivized

• It has streamlined support and responsiveness to outages
• We have had little success in expanding technicians that are able to support the system as a whole
• We have been able to integrate it easily with other departments and asset management

Incentivized