Ivanti LANDESK Service Desk (discontinued)

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

• 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

• 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

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

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

• 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