Built from a single platform, Ivanti Service Manager and Ivanti Asset Manager offer a robust, highly flexible IT and Enterprise Service and Asset Management application. Helping organisations achieve the highest level of service quality, delivery and performance whilst managing assets throughout their lifespan from procurement, discovery to secure disposal.
- ITIL Service Management Solution - 13 ITIL processes
- Market leading Service Catalogue and role-driven Self Service
- Over 80 prebuilt service templates for IT, Facilities and HR.
- Request, Incident, Problem and Change Management processes and more!
- Project Portfolio Management (PPM)
- IP Telephony/Voice Integration
- IT Asset Management & Configuration Management (CMDB)
- Full Asset and Configuration Lifecycle Management
- Asset Request, Procurement, Identification, Contracts, Vendor and Bar Code Tracking
- Intuitive Dashboards, Xtraction Reporting and Notifications for business insights
- High availability integrated SaaS Based Service and Asset management solution
- ITIL based Service Catalogue
- Provides end-user portal for self service request management
- Enterprise Service Management solution beyond IT for HR, Facilities, etc.
- Robust automation and integration with business applications
- Integration with IT Operations toolsets to enable Unified IT
- Know your Assets, where they are and their full costs
- Ability to proactively forecast and plan for future needs
- Integral reporting to improve efficiency and decision making
- Codeless design facilities fast time to value
£231.88 to £1159.42 per person per year
- Education pricing available
Ivanti UK Ltd
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
Ivanti Secure Configuration Management (Patching)
Ivanti Environment Manager (profile management)
Ivanti File Director (data management)
Ivanti Unified Endpoint Management (LDMS)
Ivanti Application Control (application whitelisting and privilege management)
Ivanti Identity Management (joiners, movers & leavers)
Ivanti Cloud (real-time endpoint analysis)
Ivanti License Optimizer (SAM and ELP)
|Cloud deployment model||Public cloud|
|Service constraints||Upgrades are performed automatically by Ivanti Software where you will have access to upgraded functionality. Upgrades as part of the new version will not affect any configuration changes done within your environment and you will have the option of turning on or keeping the product enhancement features off as part of the new release. Versions are in-line with Year and bi-annual upgrades, one in the spring and the latter in Autumn time period. Communication is issued well in advance by email and issued on user login to the Ivanti platform of any major release as part of the standard agreement.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Please refer to our online support terms for a current view (Clause V) - https://www.ivanti.co.uk/company/legal/support-terms|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Please refer to our online support terms for a current view (Clause V) - https://www.ivanti.co.uk/company/legal/support-terms
As standard, all our license subscription include support, with three levels of support available; standard, enhanced and premium. Clause II of the online terms (link above) provides full details.
All levels include access to the Cloud Care Team, which includes a team of technical engineers, online assistance, and phone help. Other support functions include:
Ivanti Community - Troubleshoot, search knowledge base articles, access white papers, and join our discussion forums.
Product Advice - The Advice Center provides a centralized search through knowledge base articles, forums, and product documentation. Manuals, installation guides, and support documents can be found on all Ivanti solutions.
Ivanti products are constantly updated to meet the needs of rapidly changing IT environments. As new products are released, previous versions are supported and maintained for a certain amount of time, then retired. Product support for older Ivanti products continues according to the schedule found here http://www.landesk.com/support/product-end-of-life/
Finally, a Technical Resource Manager (TRM) service is also available as an option with the terms again available online via the link at the top of this section. Many of the principles of WCAG are supported.
|Support available to third parties||Yes|
Onboarding and offboarding
The Ivanti Global Training Academy subscription is the most common approach to training, although classroom and on-site training is also available. The Academy marries training content and services to provide a more effective and engaging learning experience.
Live Online Training = Short (30- to 120-minute) courses taught by one of our certified instructors via WebEx Training Centre. They’re scheduled repeatedly throughout the week so you can fit the ones you’d like to attend into your schedule.
eLearning Modules = Short, concise, and interactive computer-based training modules. They focus on the content necessary to achieve a specific set of learning objectives.
Informational Videos = View commentary or watch a feature demo from within an eLearning Module.
Reference Materials = Further explore the topic at hand via a convenient link.
Downloadable Content = Student guides and lab guides for each of the Live Online Training courses, quick reference guides, course brochures, and more.
Please access the Ivanti Global Academy to see full list of courses https://globalacademy.ivanti.com/store
Note - User documentation is also available via online Help
|End-of-contract data extraction||At the end of the contract the customer is given an extract of the SQL database containing their data. Once the customer has confirmed receipt of data and successful restore then all data is removed from our system.|
|End-of-contract process||An extract of the database is provided to the customer.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||No functional differences, apart from mobile interfaces can be configured suitably for tablet and smartphone interfaces.|
|Accessibility standards||None or don’t know|
|Description of accessibility||
Ivanti has developed the solution to work on industry standard Browser Clients, with the features accessible using standard keyboard and screen readers.
As the solution is available fully within a browser, zoom in/out is supported with all text labels and content converting consistently from text to speech. Web pages are also accessible using keyboard navigation, without the need for a mouse.
Contrasting colours are supported throughout and these can be altered for all or purposely for visually impaired personnel.
The layout of forms within the system can also be adjusted.
|Accessibility testing||Independent accessibility tools have been used internally among the Ivanti engineering team as part of the accessibility testing of the solution. As it resides fully within the browser page, Zoom in/out is supported and all text labels and content convert consistently from text to speech. Contrasting colours are supported throughout and these can be altered for all or purposely for visually impaired personnel. Low alternate Flash indication can draw attention. As you type suggested content is provide to the user on search fields and extensive use of validated fields are utilised.|
|What users can and can't do using the API||The Service Manager API can be adopted to CREATE/UPDATE and DELETE tickets (Incidents/Requests/Problem etc.). Actions can also be called to automate activity/instruction such as issuing emails or updates. The API can obtain information out of Service Manager into third party solutions such as to feed web sites of User/Ticket History/Asset details.|
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||Ivanti Service Manager and Ivanti Asset Manager provide a codeless development platform. New Business Objects(Tables), Forms, Fields, Reports and automated actions can be configured. All configurations are supported. Configurations can be recorded onto packages and exported/Imported from Development to Test to Production environments to mitigate risk of manual development steps. Service Manager utilises a Role based access model. Templates, Quick actions(automations) and dashboard development can be carried out by "Super users" whilst Administrators are able to reconfigure business objects and/or create new objects.|
|Independence of resources||The Multi-tenant solution is scaled based on the workflow subjected by each tenant, SQL DB's are unique to each client and not shared. Services are established to automatically deploy additional Virtual Servers in the event of an increase of requirements.|
|Service usage metrics||Yes|
Availability Statistics, i.e. % availability per month.
Provision of planned maintenance downtime.
Provision of software upgrade and update schedules.
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||Users export their data using built in data export quick links or wizards.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||Please refer to section 4.1 of the Ivanti Software as a Service terms and conditions found here; https://www.ivanti.com/company/legal/saas|
|Approach to resilience||Amazon Web Services (AWS) provide customers the flexibility to place instances and store data within multiple geographic regions as well as across multiple Availability Zones within each region. Each Availability Zone is designed as an independent failure zone. In case of failure, automated processes move customer data traffic away from the affected area. AWS SOC 1 Type II report provides further details. ISO 27001 standard Annex A, domain 11. 2 provides additional details. AWS has been validated and certified by an independent auditor to confirm alignment with ISO 27001 certification.|
|Outage reporting||AWS does not require systems to be brought offline to perform regular maintenance and system patching. AWS's own maintenance and system patching generally do not impact customers.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Access is restricted by Roles and Groups within the solution to ensure only those authorised can access the system via management interfaces and support channels|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||2-factor authentication|
Audit information for users
|Access to user activity audit information||You control when users can access audit information|
|How long user audit data is stored for||User-defined|
|Access to supplier activity audit information||You control when users can access audit information|
|How long supplier audit data is stored for||User-defined|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||05/06/18|
|What the ISO/IEC 27001 doesn’t cover||N/A|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||11/11/16|
|CSA STAR certification level||Level 2: CSA STAR Attestation|
|What the CSA STAR doesn’t cover||N/A|
|Who accredited the PCI DSS certification||CoalFire Systems, Inc.|
|PCI DSS accreditation date||2010 and July 2016|
|What the PCI DSS doesn’t cover||Amazon Web Services (AWS) is a Cloud Service Provider (CSP) that does not directly store, transmit or process any customer cardholder data (CHD). However, AWS customers may create their own card data environment (CDE) that can store, transmit or process cardholder data using AWS products.|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Information security policies and processes||Control Objectives for Information and related Technology (COBIT) framework and have effectively integrated the ISO 27001 certifiable framework based on ISO 27002 controls, American Institute of Certified Public Accountants (AICPA) Trust Services Principles, the PCI DSS v2.0, and the National Institute of Standards and Technology (NIST) Publication 800-53 Rev 3 (Recommended Security Controls for Federal Information Systems).|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||In alignment with ISO 27001 standards, AWS Hardware assets are assigned an owner, tracked and monitored by the AWS personnel with AWS proprietary inventory management tools. AWS procurement and supply chain team maintain relationships with all AWS suppliers. Refer to ISO 27001 standards; Annex A, domain 7.1 for additional details. AWS has been validated and certified by an independent auditor to confirm alignment with ISO 27001 certification standard.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||AWS patches systems supporting the delivery of service to customers, such as the hypervisor and networking services. This is done as required per AWS policy and in accordance with ISO 27001, NIST, and PCI requirements. AWS Security regularly scans all Internet facing service endpoint IP addresses for vulnerabilities (these scans do not include customer instances). AWS Security notifies the appropriate parties to remediate any identified vulnerabilities. In addition, external vulnerability threat assessments are performed regularly by independent security firms. Findings and recommendations resulting from these assessments are categorized and delivered to AWS leadership.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||AWS's program, processes and procedures to managing antivirus / malicious software is in alignment with ISO 27001 standards. Refer to AWS SOC 1 Type II report provides further details. In addition, refer to ISO 27001 standard, Annex A, domain 10.4 for additional details. AWS has been validated and certified by an independent auditor to confirm alignment with ISO 27001 certification standard.|
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||AWS's incident response program, plans and procedures have been developed in alignment with ISO 27001 standard. The AWS SOC 1 Type II report provides details on the specific control activities executed by AWS.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£231.88 to £1159.42 per person per year|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
We welcome organisations to try our 30 day free trial of Ivanti Service Manager. Please go to:
|Link to free trial||https://go.ivanti.com/Web-FreeTrial-Service-Manager.html|