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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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"

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

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Cons
"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."

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"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."

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Pricing and Cost Advice
"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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Top Answer: Incident management and service request management features are the most valuable.
Top Answer: 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… more »
Top Answer: We use it to manage our help desk.
Ranking
18th
out of 55 in Help Desk Software
Views
1,762
Comparisons
1,102
Reviews
2
Average Words per Review
865
Rating
7.0
25th
out of 55 in Help Desk Software
Views
356
Comparisons
278
Reviews
1
Average Words per Review
331
Rating
8.0
Comparisons
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Overview
HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best Hybrid IT experience you'll find in the industry, guaranteed.

Deliver outstanding IT support services to employees and customers.

Offer
Learn more about HEAT Service Management
Learn more about Ivanti Service Desk
Sample Customers
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
Top Industries
VISITORS READING REVIEWS
Computer Software Company23%
Comms Service Provider19%
Government10%
Educational Organization6%
VISITORS READING REVIEWS
Computer Software Company32%
Comms Service Provider21%
Healthcare Company5%
Government4%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: September 2021.
541,108 professionals have used our research since 2012.

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.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.