The Howdy Glossary

Ivanti Service Manager, formerly known as HEAT Service Management or LANDesk Service Desk, is a customer support software for managing service requests, incident resolution, problem management, change controls and other ITIL functions. The platform provides automation tools for streamlining service management processes and improving responsiveness to end-user needs. Ivanti includes service catalog capabilities for standardizing user requests into predefined offerings and self-service options that let employees find solutions independently. By tracking performance metrics and analyzing data insights into operational trends, Ivanti helps organizations adapt their support strategies to continuously improve productivity levels within IT departments while enhancing overall customer satisfaction across the enterprise spectrum.