How do you or your organization use this solution?
Please share with us so that your peers can learn from your experiences.
We primarily use the solution as a ticketing system for end-users in the banking sector. For example, for the employees who need a ticket for troubleshooting something like Outlook issues, etc. The solution is basically a helpdesk software.
We have a support center where we log in and track user queries. We provide support for web accounting solutions. Whenever they have problems they log them through us, then we use the HEAT system to log in and report accordingly to management. We use the on-premise version. I just wanted to emphasize that it is on-premise, but it's sitting at our central server, so we can log in from that server.
This is an excellent alternative to ServiceNow for smaller companies. It is configurable with fundamental ITIL process integrations built-in. It is primarily a Service Desk-focused tool at this point, but Ivanti is working to build-out Release, and improve Knowledge Management.