HEAT Service Management Reviews

Filter by:Reset all filters
Industry
Loading...
Filter Unavailable
Company Size
Loading...
Filter Unavailable
Job Level
Loading...
Filter Unavailable
Rating
Loading...
Filter Unavailable
Considered
Loading...
Filter Unavailable
Order by:
Loading...
  • Date
  • Highest Rating
  • Lowest Rating
  • Review Length
Search:
AubreyMokgadi
Real User
Principal Finance Officer II at Department of Local Government Finance & Procurement Service
Oct 27 2019

What is most valuable?

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. Escalating to a third party is another useful… more»

What needs improvement?

My role is self-service. Sometimes I can't get the reports that I want until I go to the manager. His role allows for more reporting options, whereas mine is rather limited. Sometimes I feel even they need to put more into the new report… more»

What's my experience with pricing, setup cost, and licensing?

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… more»

What other advice do I have?

It is a good system, as long as you've got everything you need. Sometimes a customer needs to customize it according to how he or she works. If that could be done prior to being handed over the system and tested to its final configuration… more»

Which other solutions did I evaluate?

There was an open-source solution in South Africa that we evaluated. The system allowed us to log in, but the problem was with the government. They don't want their information going outside their networks. That's where the challenge was.
Essa Athamneh
Real User
Technical Manager at PRO TECHnology
Nov 21 2019

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.
Find out what your peers are saying about Ivanti, ServiceNow, Atlassian and others in Help Desk Software. Updated: June 2020.
426,265 professionals have used our research since 2012.
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»

Articles

User Assessments By Topic About HEAT Service Management

Find out what your peers are saying about Ivanti, ServiceNow, Atlassian and others in Help Desk Software. Updated: June 2020.
426,265 professionals have used our research since 2012.

HEAT Service Management Questions

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
Read Archived Reviews
BUYER'S GUIDE
Download our free Help Desk Software Report and find out what your peers are saying about Ivanti, ServiceNow, Atlassian, and more!