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Ivanti LANDESK Service Desk (discontinued)

Score4.5 out of 10

38 Reviews and Ratings

What is Ivanti LANDESK Service Desk (discontinued)?

The Ivanti LANDESK ITSM Service Desk, powered by Heat (formerly the LANDESK Service Desk before LANDESK and Heat became Ivanti) was the company's ITSM / ITIL offering that has now been replaced by Ivanti Neurons for ITSM, the company's modern offering.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Ivanti LANDESK Service Desk (discontinued) has to offer, as determined by TrustRadius' reviewers.
Based on 38 ratings of Ivanti LANDESK Service Desk (discontinued)'s features
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Top Performing Features

  • Change requests repository

    Single repository of all planned changes and releases

    Category average: 8.4

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 9

  • ITSM reports and dashboards

    Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

    Category average: 8.2

Areas for Improvement

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.9

  • Change calendar

    Calendar showing change schedule to stakeholders

    Category average: 8.5

  • Policy and contract enforcement

    Ensuring that requesters have eligibility before fullfullment

    Category average: 7.9

Reviews

What users are saying about Ivanti LANDESK Service Desk (discontinued).
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Visual design with more in depth features to customize however you want

Incentivized
Jason KoslowskiView profile
Desktop Administrator in Information Technology at Frandsen Financial Corporation (201-500 employees employees)

Pros

  • One of the best things that Service Desk does is integrate seamlessly with our Endpoint Manager and Asset Managing
  • Reporting is fantastic
  • Email communication is always seamless

Cons

  • Updates seem to be few and far between
  • Designing the system does have a steep learning curve
  • Does require purchasing assistance with implementation

Return on Investment

  • 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

Other Software Used

Ivanti Endpoint Manager (formerly LANDESK Management Suite), Ivanti IT Asset Management Suite (formerly LANDESK IT Asset Management Suite)

Does the job, but not fancy

Incentivized
Verified User
Manager in Information Technology (1001-5000 employees employees)

Pros

  • Follow pre-defined workflows for ticket types.
  • Properly route tickets & messages to internal users.
  • Offer a simplified interface for writing message templates and workflows.

Cons

  • I wish it had responsive web design, when accessing it via cell phone.
  • Small flaws in email templates can cause messages to be filled with field names instead of actual data.
  • The change management calendar can get crowded on busy days, and it's hard to read.

Return on Investment

  • It's absolutely vital to provide tracking of support tickets.
  • Statistical reports of IT work are important for staffing & budget.
  • Tracking Changes brings maturity and stability to our environment.

Ultimate truth about Ivanti ITSM

Verified User
Supervisor in Information Technology (1001-5000 employees employees)

Pros

  • Task Management
  • Workflow Modification

Cons

  • Survey Management
  • Free Feature training

Return on Investment

  • Reduced Call Ticket Times

Ivanti Service Management

Verified User
Analyst in Information Technology (1001-5000 employees employees)

Pros

  • Ticket Management
  • Task Escalation
  • Reporting Ticket Counts

Cons

  • 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

Return on Investment

  • Better Organization
  • Quicker response times for users
  • Reporting feature is great.

Alternatives Considered

BMC Track-It!

The solution that you are looking for

Verified User
Administrator in Information Technology (1001-5000 employees employees)

Pros

  • High customization.
  • Get support.
  • Easy to use.

Cons

  • Minor details on the console as far as layout.
  • Saving options on the console.
  • End of life.

Return on Investment

  • Saves time and money
  • Backbone of the company
  • Multiple Instances