I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement.

The most valuable features of the Ivanti Service Desk are service requests and incident management.

Incident management is a valuable feature.

Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent.

The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well. In addition, because everything is tracked and kept on the cloud, it's very easy to review changes.

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