Ivanti Service Desk Review

Good stability, good scalability, and useful for incident management and service request management


What is our primary use case?

We use it to manage our help desk.

What is most valuable?

Incident management and service request management features are the most valuable.

What needs improvement?

The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly.

Their support can also be better in terms of response time. Currently, their response time is a little slow. 

For how long have I used the solution?

I have been using this solution for about a year.

What do I think about the stability of the solution?

It is very stable.

What do I think about the scalability of the solution?

Its scalability is good. We have about 600 users, and all of our users are using the app access or the Self-Service Portal. We have about eight to ten help desk staff members and service desk analysts.

How are customer service and technical support?

Putting in a ticket is easy, but the response time is a little slow. Their response time could be better.

How was the initial setup?

If you're setting it up for the first time, you would probably need professional services.

What about the implementation team?

We didn't set it up ourselves. We used a third-party vendor to do the setup for us. It took about four or five months.

What other advice do I have?

Before implementing this solution, I would advise others to do the groundwork and properly document the processes and workflows. We didn't have certain processes properly defined, and that's why it took us longer to implement this solution.

I would rate Ivanti Service Desk an eight out of ten. We're satisfied with this solution.

Which deployment model are you using for this solution?

On-premises
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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