ITSM SERVICE DESK (powered by Heat) Take more control over IT changes

MAXIMISE RELIABILITY

See how service automation helps control changes.

FUTURE OF ITSM

See report on the Future of ITSM.

ANALYST REPORT

Gartner Magic Quadrant for ITSM

EFFECTIVE ITSM

Don’t let changes become unpleasant surprises

A new ITSM help desk solution can fundamentally streamline IT, but it can do much more when combined with a change management strategy that doesn’t leave it underutilised. Building on Ivanti Service Manager’s Help Desk, Service Desk adds Change Management and Configuration Management to handle IT changes quickly and efficiently to ensure high levels of service availability and quality for your IT service desk software.

This is ITSM, powered by HEAT, optimised for the cloud.

We also expect Change Management to provide a significant improvement as we lack an integrated solution that requires duplication.
Wendell BobstAVP, IT Customer Services

Reduce risk while speeding delivery of services

Optimise the automation, management and tracking of changes and configurations to your IT assets, processes and services.

Problem Management

Correct and minimise business impacts from problems proactively. Understand incident trends and a problem’s source and take action to quickly correct issues.

Change Management

Leverage best practises templates for complete end-to-end change management processes. Manage, track and optimise changes to IT assets, documentation, and processes.

Service Level Management

Centrally design, build, monitor and manage your service agreements throughout their life-cycle to lower compliance costs while increasing service quality.

Modernise your ITSM system to deliver more value

Ivanti is modernising the service desk, helping IT deliver more value to the business. Improve your alignment between IT and the business to become a more strategic partner.

Feature Help Desk Service Desk Service Management
Dashboards & Reporting
 
Yes
 
Yes
 
Yes
Incident Management
 
Yes
 
Yes
 
Yes
Knowledge Management
 
Yes
 
Yes
 
Yes
Mobile
 
Yes
 
Yes
 
Yes
Self Service
 
Yes
 
Yes
 
Yes
Service Catalog
 
Yes
 
Yes
 
Yes
Survey
 
Yes
 
Yes
 
Yes
Voice Automation (optional add-on)
 
Yes
 
Yes
 
Yes
Workflow Automation
 
Yes
 
Yes
 
Yes
Change Management
No
 
Yes
 
Yes
CMDB
No
 
Yes
 
Yes
Configuration Management
No
 
Yes
 
Yes
Problem Management
No
 
Yes
 
Yes
Service Level Management
No
 
Yes
 
Yes
Availability Management
No
No
 
Yes
Event Management
No
No
 
Yes
Financial Management
No
No
 
Yes
Portfolio & Project Management
No
No
 
Yes
Release Management
No
No
 
Yes