HEAT Service Management Alternatives and Competitors

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.

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… more»

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… more»

What is most valuable?

I don't work deeply with the product. However, the pricing is quite good. It's much cheaper than ServiceNow and other related products. The solution is easy to use and has a user-friendly interface.

What needs improvement?

There's a lack of integration with other products. This needs to be improved. Technical support needs improvement as well. There's a lack of technicians and resale engineers in our country. The user interface is good, but it could still use a bit of improvement.

What other advice do I have?

We use the on-premises deployment model. In terms of advice, I'd suggest others focus on the main features such as problem tickets, escalating tickets, ticket flow and support for mobile applications. I'd rate the solution eight out of ten. I'd rate it higher if it had better integration capabilities and better support services.