ITSM SERVICE DESK SOLUTION POWERED BY HEATTake more control over IT changes

MAXIMIZE RELIABILITY

See how service automation helps control changes.
See report on the Future of ITSM.

ANALYST REPORT

Gartner Critical Capabilities for ITSSM.

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 underutilized. Building on 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.

Keeping Service Delivery Healthy

SCL Health diagnosed their processes for a new prescription to proactively mitigate risk from changes.

Reduce risk while speeding delivery of services

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

Problem Management
Correct and minimize business impacts from problems proactively. Understand incident trends and a problem’s source and take action to quickly correct issues.
Change Management
Leverage best practices templates for complete end-to-end change management processes. Manage, track and optimize 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.

Proactive Management

Use automation with analytics to identify potential problems before they impact business productivity.

Achieve SLA & Compliance Goals

Automated monitoring processes continuously identify and report on any performance issues or potential problems.

Consistent Change Processes

Standardize change processes so all deployments are performed in a predictable manner, reducing incidents of human error.

Cloud or On Premise

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

Feature Help Desk Service Desk Service Manager
Incident Management
 
Yes
 
Yes
 
Yes
Knowledge Management
 
Yes
 
Yes
 
Yes
Mobile
 
Yes
 
Yes
 
Yes
Problem Management
 
Yes
 
Yes
 
Yes
Self Service
 
Yes
 
Yes
 
Yes
Service Catalog
 
Yes
 
Yes
 
Yes
Change Management
No
 
Yes
 
Yes
CMDB
No
 
Yes
 
Yes
Configuration Management
No
 
Yes
 
Yes
Survey
No
 
Yes
 
Yes
Availability Management
No
No
 
Yes
Dashboards & Reporting
No
No
 
Yes
Event Management
No
No
 
Yes
Financial Management
No
No
 
Yes
Password Management
No
No
 
Yes
Portfolio & Project Management (PPM)
No
No
 
Yes
Release Management
No
No
 
Yes
Service Level Management
No
No
 
Yes
Skype for Business Integration
No
No
 
Yes
Voice Automation
No
No
 
Yes
Workflow Automation
No
No
 
Yes
 
;
We also expect Change Management to provide a significant improvement as we lack an integrated solution that requires duplication.
We can identify which services have the largest amount of incidents so we can follow through with change management processes.
We’ll be automating requests even more and reporting more extensively so that we have a better overview of the proposed and actual performance (KPIs).
Adventist Health
Wendell Bobst, Assistant Vice President, Information Technology Customer Services
Major Public University
Service Desk Manager
Elia
Jan Windels, Project Manager

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.

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