Ivanti Service Manager Reviews in June 2026: User Ratings, Pros & Cons

Service Desk

What do you like best? The ease of creating processes and easy user adoption. Quick ROI back to business. What do you dislike? Design Transfer is crappy and does not work. Recommendations to others considering the product: Get Professional Services to aid when implementing software What problems are you solving with the product? What benefits have you realized? Process enhancements and streamlined workflows. Window design and calculations.

Good

What do you like best? Easy ticket creation when filling out a ticket What do you dislike? Work flow to control the ticket aren't easy What problems are you solving with the product? What benefits have you realized? Tickets

ISM is more than you think

What do you like best? We use ISM mostly to manage tickets for the service desk. Utilizing services and categories is a quick way to see reporting stats at a glance. What do you dislike? there is an order of operations that can be confusing for some people. For example if you pick a team but the status of the ticket is wrong you have to reload the ticket and start over. Otherwise the business rules will not let you continue. Recommendations to others considering the product: ...

...and the kitchen sink

What do you like best? When we first saw the demo for ISM (HEAT) our helpdesk crew, including myself were FLOORED by how many features it has. The best part is that we can direct users to a portal or knowledge when they need help. What do you dislike? As an administrator, you need to be a jack of all trades when trying to manipulate the system. It doesn't hurt to have some programming background. Recommendations to others considering the product: Get a team. One person ...

Beautiful yet still developing business solutions platform

What do you like best? The best part of ISM and its sister applications is that it just gets the job done. It allows for customization, but even out of the box configurations can help business solutions and manageability. What do you dislike? Like with any platform, the more you customize for your own business needs, the more likely you will run into unforeseeable problems. Recommendations to others considering the product: If you wish to begin this journey, plan to have ...

Ivanti Service Manager is a great tool

What do you like best? Easy visibly across all incidents and service requests makes it simple to support our end users more efficiently. What do you dislike? The knowledge management module is not user friendly when creating new article. Self-service needs more configuration options and style options. Recommendations to others considering the product: Yes What problems are you solving with the product? What benefits have you realized? Service Desk and support of ...

Long time customer of previous versions of ISM

What do you like best? The move to a cloud SaaS platform removing the need to manage an on-premise solution and the fresh web-based UI. What do you dislike? There aren't really any downsides - we get great support from Ivanti. Recommendations to others considering the product: Do not go down the route of heavily customising the product What problems are you solving with the product? What benefits have you realized? Ensuring compliance against the ISO/IEC 20000 ...

Great Product and depolyment in the cloud was quick and easy

What do you like best? Having chosen the cloud its gave us fact access to the tool with patching and up time managed by Ivanti direct. What do you dislike? Lack of reporting built within the tool, ivanti do offer another tool with free licences but if you are a cloud user you need another instance to run the reports from, this should be included in the base price. Recommendations to others considering the product: Make sure your department is ready from a maturity level e.g ...

Good product, but resources are behind a paywall

What do you like best? ISM is pretty intuitive for the most part. So far, the Request Offerings in the Service Catalog has been the easiest to set-up and to get immediate value from. What do you dislike? It's hard to find documentation on how to perform basic tasks or implement common features online. This is further exacerbated by renaming of products and finding resources that are for older versions of the product that no longer apply, etc. It gives the impression that Ivanti ...

ISM covers all the needs of a company in line with ITIL standards

What do you like best? The tool customization capability is by far its most valuable argument against other tools. Its certified ITIL processes can be used as guidelines to make your company more "ITIL Compliant". What do you dislike? Within the customization capability, some sides of it doesn't seem natural when compared to pure development logic. Support tends to get way slower when it comes to technical issues. And finally, actual bugs are sometimes disregarded as ...