G2

LANCE KINGSWELL N.

Innovation Specialist

8/10/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"A flexible ITSM platform that supports automation and efficient incident management"

5/5

What do you like best about Ivanti ITSM?

What I like most is how flexible it is for managing and improving IT service operations. We use it to centralize incident handling, track ticket progress, and keep service workflows consistent. Its REST API and OData support are particularly valuable because they let us integrate the platform with our monitoring and automation tools. As a result, we can automate incident creation, check for duplicate tickets, and strengthen our reporting. The configurable forms, workflows, dashboards, and service categories also make it easier to tailor the platform to our operational requirements. Review collected by and hosted on G2.com.

What do you dislike about Ivanti ITSM?

Some configurations and integrations require a solid understanding of Ivanti’s data structure, business objects, and the relationships between fields. Troubleshooting API queries or workflow behavior can be time-consuming, especially when documentation is sparse or access to the environment is limited. The interface also takes some getting used to for new administrators. More straightforward integration examples, clearer and more actionable error messages, and simplified configuration screens would make implementation smoother and troubleshooting easier. Review collected by and hosted on G2.com.

What problems is Ivanti ITSM solving and how is that benefiting you?

Ivanti helps us centralize incident information and cut down on manual work in our support process. We use it alongside monitoring and automation workflows to automatically create incidents when critical events are detected. Before opening a new ticket, we can also review existing records, which helps us avoid duplicate incidents. Overall, this improves ticket visibility, response consistency, reporting, and productivity. It also gives the support team a clearer, more complete record of incident details, actions taken, ownership, and resolution progress. Review collected by and hosted on G2.com.