HEAT Service Management Valuable Features

Principal Accountant at a government with 51-200 employees

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 feature. We have outside support for our internet service provider to help us with issues that we can't handle internally.

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Essa Athamneh
Technical Manager at PRO TECHnology

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.

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

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. 

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