The Howdy Glossary

Ivanti Service Manager is a comprehensive customer support software facilitating the management of service requests, incident resolution, problem management, change controls, and other ITIL functions. Developed by Ivanti Inc., it offers automation tools to streamline service management processes and enhance responsiveness to end-user needs. The platform includes service catalog capabilities, self-service options, and performance tracking features designed to optimize support strategies for boosting productivity and customer satisfaction. Known previously as HEAT Service Management or LANDesk Service Desk, Ivanti Service Manager aims to enhance IT departments' efficiency through adaptable support strategies that align with evolving operational trends.

Key competitors in the customer support software space include ServiceNow, JIRA Service Management, Zendesk, BMC Helix ITSM, Cherwell Service Management, and ManageEngine ServiceDesk Plus. These competitors offer similar solutions for managing service requests and ITIL functions while providing automation tools and performance tracking features aimed at operational efficiency. However, Ivanti sets itself apart with a user-friendly interface combined with robust automation tools that streamline service management processes. It offers customizable workflows along with comprehensive ITIL support which are critical in facilitating continuous improvement in organizational productivity levels.

Ivanti’s significant competitive advantages lie in its advanced service catalog capabilities that standardize user requests into predefined offerings alongside self-service options empowering employees independently to find solutions. Its focus on adaptability enhances responsiveness to end-user needs while data insights analysis supports ongoing enhancements within organizations. Designed for various sizes across industries needing effective IT service management solutions—IT departments benefit from streamlined processes provided by Ivanti’s platform encompassing efficient handling of incident resolutions and problem management thereby positioning itself as a leader amidst competition in customer support software solutions.