Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees
Real User
Top 20
2023-04-24T06:39:00Z
Apr 24, 2023
I would recommend using Ivanti. Overall, I would rate the product a seven out of ten. It would be because of the interface and probably the kind of omnichannel experience it does not provide.
The product is very strong, but there are issues with support and the look and feel of the product. When that is solved, it will make a big difference. I rate this solution seven out of 10.
Lifetime Process Manager at a government with 201-500 employees
Real User
2022-05-16T13:40:15Z
May 16, 2022
I rate Ivanti Service Desk eight out of 10. If you can invest the development time, you'll get a lot out of this product. We've invested a lot of resources into this, and our usage has expanded dramatically. You get out what you put in. If you want something you can just deploy and forget about, this is probably not suitable. You could do that with some other solutions. However, we've found this to be excellent in terms of the customization options.
Senior Consultant at a tech services company with 10,001+ employees
Consultant
2022-03-24T16:44:04Z
Mar 24, 2022
I rate Ivanti Service Desk an eight out of ten. Ivanti Service Desk gives all the functionality we need. This is why I gave it eight. I subtracted two points for poor user-friendliness. The GUI is not user-friendly. When compared to BMC or ServiceNow, they can improve a lot on the GUI.
IT Senior Manager/ User Support at a insurance company with 501-1,000 employees
Real User
2021-02-11T21:18:37Z
Feb 11, 2021
Before implementing this solution, I would advise others to do the groundwork and properly document the processes and workflows. We didn't have certain processes properly defined, and that's why it took us longer to implement this solution. I would rate Ivanti Service Desk an eight out of ten. We're satisfied with this solution.
What is a help desk used for? A help desk is a tool that helps businesses organize client interactions so that they can reply and serve consumers more quickly and effectively. Help desks include tools that provide context and insight into customer experiences. They also have tools that allow you to benchmark your support team's performance, ensuring that they are truly efficient in supporting and assisting consumers.
When asked to weigh in on the essential features of help desk software,...
I would rate the tool an eight out of ten. The tool supports a lot of standard reporting KPIs.
I would recommend using Ivanti. Overall, I would rate the product a seven out of ten. It would be because of the interface and probably the kind of omnichannel experience it does not provide.
The product is very strong, but there are issues with support and the look and feel of the product. When that is solved, it will make a big difference. I rate this solution seven out of 10.
I rate Ivanti Service Desk eight out of 10. If you can invest the development time, you'll get a lot out of this product. We've invested a lot of resources into this, and our usage has expanded dramatically. You get out what you put in. If you want something you can just deploy and forget about, this is probably not suitable. You could do that with some other solutions. However, we've found this to be excellent in terms of the customization options.
I rate Ivanti Service Desk an eight out of ten. Ivanti Service Desk gives all the functionality we need. This is why I gave it eight. I subtracted two points for poor user-friendliness. The GUI is not user-friendly. When compared to BMC or ServiceNow, they can improve a lot on the GUI.
Before implementing this solution, I would advise others to do the groundwork and properly document the processes and workflows. We didn't have certain processes properly defined, and that's why it took us longer to implement this solution. I would rate Ivanti Service Desk an eight out of ten. We're satisfied with this solution.