ITSM HELP DESK(powered by Heat)Radically streamline the help ticket process

MAXIMIZE EFFICIENCY

See how service automation improves IT
See report on the Future of ITSM

BE MORE EFFECTIVE

See how to scale and adapt to increase value

EFFICIENT ITSM

Deliver exceptional IT service to your customers

Ivanti Help Desk, powered by HEAT, provides an easy to use customer service help desk for dealing with inbound ticket requests from any channel—email, web, social, phone, or chat. It also offers case management, self-service options, and knowledge management combined with workflow and automation capabilities. So IT is more efficient, and users are happier and more productive.

Who doesn't want that?

University of Oxford: "Ivanti will play an important role in keeping thousands of IT users...and IT teams happy."

University of Oxford improved and streamlined their operations while solving complex IT challenges

Discover a more helpful help desk

Take advantage of powerful incident and inquiry tracking, case management, advanced integration and unmatched automation.

Incident Management
Improve your incident response plan by automating incident processes and communications to quickly understand and restore service operations and resolve IT issues.
Knowledge Management
Gather, analyze, store, and share knowledge and information for both the IT service desk and users. Provide feedback on articles, and full knowledge article approval workflows are built in.
Self Service
Let all users easily submit and track requests through a web-based self-service tool, opening up the service desk for 24×7 customer access.

Codeless Approach

No programming needed, making it easy to tailor IT service automation.

Multi-Channel Self Service

Offer multiple, easy to access self-service channels to make IT teams and users more productive

Voice Automation

Dramatically reduce wait times, transfer rates and abandoned calls.

Cloud or On Premise

Fully multi-tenant SaaS or On-premise, today or tomorrow —you decide.

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
Portfolio & Project Management (optional add-on for Help Desk and Service Desk)
 
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
Release Management
No
No
 
Yes
 
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We can spend our time implementing new processes and enacting changes that will deliver better service to our users, rather than keeping the helpdesk system up and running.
Jeanna ReedyManager of IT, User Support

Modernize your ITSM system to deliver more value

Ivanti is modernizing 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.

MODERNIZE AND DELIVER MORE VALUE

Get world-class service delivery