We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution is easy to use and has a user-friendly interface"
"Incident management and service request management features are the most valuable."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There's a lack of integration with other products. This needs to be improved."
"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."
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
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HEAT Service Management is ranked 18th in Help Desk Software with 2 reviews while Ivanti Service Desk is ranked 25th in Help Desk Software with 1 review. HEAT Service Management is rated 7.0, while Ivanti Service Desk is rated 8.0. The top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". On the other hand, the top reviewer of Ivanti Service Desk writes "Good stability, good scalability, and useful for incident management and service request management". HEAT Service Management is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, BMC Helix ITSM and Zendesk Guide, whereas Ivanti Service Desk is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Agiloft ITSM ITIL Service Desk Suite and Freshdesk.
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