HEAT Service Management Reviews

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David M. Colburn
Consultant
Senior IT Service Management & ServiceNow Consultant at Independent
Sep 06 2019

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»

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What is HEAT Service Management?

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.
HEAT Service Management 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
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