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Description
Our solutions empower your team and enhance your business operations, enabling improved service delivery both internally and to your clients outside the organization. HelpMaster is the ideal system for small businesses needing a reliable way to log, track, and resolve daily challenges, equipped with essential features while also offering advanced options for future growth. For larger enterprises aiming to integrate their evolving support services with ITIL® and other service management methodologies, HelpMaster serves as a robust and thoughtfully crafted tool that facilitates alignment with ITIL incident management, ITIL Problem Management, Change Management, Knowledge Management, and beyond. By harnessing the capabilities of your support team alongside our software, you can unlock significant advantages that stem from superior customer service and effective IT service management practices. With the right tools in place, your organization can thrive and adapt to the ever-changing demands of the industry.
Description
Ivanti ITSM is an enterprise IT service management solution that helps IT departments centralize support operations, automate service processes, and manage employee service requests. The platform provides tools for handling incidents, tickets, service requests, knowledge management, asset visibility, and service delivery workflows. Its embedded AI capabilities automatically classify and route incoming tickets, summarize incidents, and generate knowledge articles from resolved issues. Additional AI features include natural-language dashboard creation, real-time translation, writing assistance, and a centralized administration hub for managing AI functionality. Employees can access self-service portals, conversational chatbots, and an AI-powered virtual agent to resolve common issues without requiring direct assistance from support personnel. Ivanti ITSM includes no-code workflow and interface design tools that allow organizations to customize service processes using drag-and-drop configuration. The platform supports 14 ITIL 4-certified practices and provides reporting and analytics for monitoring service quality, operational performance, and service commitments. More than 1,000 connectors enable organizations to extend service management workflows into HR, finance, security, facilities, and other business functions. Ivanti ITSM supports cloud, on-premises, and hybrid deployments, although its AI capabilities require version 2024.2 or later on SaaS deployments and are not currently available in FedRAMP environments.
API Access
Has API
No
API Access
Has API
No
Integrations
Ivanti
No
Ivanti Autonomous Endpoint Management
No
Ivanti Connect Secure
No
Integrations
Ivanti
Yes
Ivanti Autonomous Endpoint Management
Yes
Ivanti Connect Secure
Yes
Pricing Details
No price information available.
Free Trial
Yes
Free Version
Yes
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Deployment
Web-Based
No
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
Yes
Mac
No
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
Yes
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Customer Support
Business Hours
Yes
Live Rep (24/7)
No
Online Support
Yes
Customer Support
Business Hours
Yes
Live Rep (24/7)
No
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
Yes
In Person
Yes
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
Yes
In Person
Yes
Vendor Details
Company Name
PRD HelpMaster
Founded
1997
Country
Australia
Website
www.helpmasterpro.com
Vendor Details
Company Name
Ivanti
Founded
2017
Country
United States
Website
www.ivanti.com/products/itsm
Product Features
Help Desk
Alerts / Escalation
Yes
Automated Routing
Yes
Community Forums
Yes
Customizable Branding
Yes
Document Storage
Yes
Email Integration
Yes
IT Asset Management
Yes
Incident Management
Yes
Interaction Tracking
Yes
Knowledge Base
Yes
Known Issue Management
Yes
Live Chat
No
Multi-Channel Communication
Yes
Multiple Brands / Products
No
Network Monitoring
Yes
Real-time Chat
Yes
Self Service Portal
Yes
Service Level Agreement (SLA) Management
Yes
Ticket Management
Yes
Product Features
IT Asset Management
Asset Tracking
No
Audit Management
No
Compliance Management
No
Configuration Management
No
Contract/License Management
No
Cost Tracking
No
Depreciation Management
No
IT Service Management
No
Inventory Management
No
Maintenance Management
No
Procurement Management
No
Requisition Management
No
Supplier Management
No
IT Service
Contract Management
No
IT Asset Management
No
Incident Management
No
Knowledge Management
No
Release Management
No
Self Service Portal
No
Service Catalog
No
Service Reporting
No
Ticket Management
No
ITSM
Asset Tracking
No
Availability Management
No
Change Management
No
Configuration Management
No
Contract/License Management
No
Dashboard
No
Incident Management
No
Problem Management
No
Project Management
No
Release & Deployment Management
No
Self Service Portal
No
