HEAT Service Management Review

Built-in integrations help to implement basic service desk processes


What is our primary use case?

This is an excellent alternative to ServiceNow for smaller companies. It is configurable with fundamental ITIL process integrations built-in. 

It is primarily a Service Desk-focused tool at this point, but Ivanti is working to build-out Release, and improve Knowledge Management. 

How has it helped my organization?

The State of Idaho has standardized on Ivanti. However, there is no common tool design and implementation strategy across all State agencies for critical integration requirements like the CMDB data model, categorizations, Priority schema, etc. 

Ivanti is a great tool for initial ITSM transformation efforts as long as you have ITSM strategic planning help that includes training on the value of other critical ITIL processes in transforming IT from managing tech components into an IT organization focused on optimizing business processes.

What is most valuable?

Basic Service Desk processes are easily implemented "out of the box" with some guidance. Guidance must include integrating the categorization schema with a CMDB drill-down capability to ensure the CI is selected appropriately. Some VARs will recommend you don't require a CI be selected in Incident, which defeats the power of ITIL process integration for the more advanced ITIL functionality. 

What needs improvement?

Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones. Configuration requirements are extensive, even in basic Service Desk processes.

The categorization schema is not linked to the CMDB data model. This requires you to categorize twice, a pre-ITIL help desk approach that allows Service Desk agents to defeat the real value of linking processes via the CI involved.

For how long have I used the solution?

We have been using this solution for six months.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
1 Comment
David M. ColburnConsultant

This is intended to review Ivanti Service Manager, a totally redesigned product from Ivanti Heat. Not a review of Heat.

The new Ivanti Service Manager tool is built from the ground up based on the process integration requirements supporting ITIL best practices. It is ITIL v3 based, but for core Service Desk practices and Change Mgmt. Ivanti Service Manager supports the practical integration requirements in an ITIL v4 value stream focused implementation.

06 September 19
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