A comprehensive ITSM platform with financial services modules including risk assessment tools, compliance tracking, change management workflows for trading environments, and advanced security features designed for brokerage infrastructure management.
More about MobileIron (acquired by Ivanti)
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
Ivanti ESM provides a self-service portal for end-users to create/manage their requests, as highlighted in its ITSM documentation and product pages. | |
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Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
Ivanti advertises integrated knowledge base functionality for self-help and reduction of tickets. | |
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Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
Request categorization/prioritization via automated rules is standard in Ivanti workflows per the official documentation. | |
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Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
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Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Automated routing of tickets/requests is explicitly supported in Ivanti ESM. | |
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Customizable Forms Allows customization of request submission forms for specific information capture. |
Customizable forms for request submission are demonstrated in Ivanti’s service management solution overview. | |
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Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
Supports multiple channels including email, web portal, chat, and phone as described in Ivanti Service Manager capabilities. | |
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Status Tracking Enables users and IT staff to track the live status of service requests. |
Status tracking is available to users and IT for live request management (official feature listing). | |
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Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
SLA tracking/monitoring tools included in Ivanti, aligning with compliance needs in financial services. | |
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Approval Workflow Automation Automates the approval process for certain types of service requests. |
Approval workflow automation for service/change requests is a feature of Ivanti ESM. | |
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Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
Ivanti maintains audit trails for requests, essential for financial compliance, as per documentation. | |
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Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Ivanti offers mobile accessibility through responsive web design and mobile applications. | |
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Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
Request feedback collection is possible via surveys and feedback mechanisms within workflows. | |
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Bulk Request Management Enables bulk creation or updating of service requests. |
Bulk import/update functionality exists for service requests per administration guides. | |
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Integration with Asset Management Links requests to specific assets for context and tracking. |
Asset management integration is available; requests can be linked to tracked assets in Ivanti. |
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Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
Incident auto-creation from alerts integrates with monitoring systems—shown in Ivanti ITSM technical integrations. | |
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Incident Logging Central archive for recording details of each incident. |
Incident logging and a central archive is a built-in core function in Ivanti. | |
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Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Incident categorization/prioritization is configurable and automated, aligning with ITSM industry norms. | |
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Impact Assessment Evaluates and records the business impact of incidents. |
Impact assessment tools are featured, specifically for incident and change management contexts. | |
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Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
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Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
SLA-based escalation workflows are a default function and configurable in Ivanti. | |
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Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Notification tools for stakeholders are present for incident lifecycle management. | |
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Major Incident Management Special process handling for critical/high-impact incidents. |
Major incident management (for critical incidents) is supported in Ivanti's enterprise configuration. | |
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Root Cause Recording Documents identified root causes post-resolution for future reference. |
Root cause recording and problem management is part of Ivanti ESM (ITIL-aligned). | |
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Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Incident/problem templates are available for standardized logging. | |
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On-call Management Integration Integration with on-call schedules to identify available responders. |
On-call schedule integrations mentioned for faster responder identification. | |
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Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
Automated incident closure on resolution is a workflow option. | |
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Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Advanced analytics and reporting tools available for incidents and all ITSM workloads. |
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Problem Logging Provides a mechanism to record and track identified problems. |
Problem logging is included as part of Ivanti's problem management modules. | |
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Known Error Database Maintains a repository of known errors and their workarounds. |
Known error database and workarounds are a standard feature to help resolve recurring issues. | |
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Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Problem analysis tools (RCM analysis, diagrams) are supported via problem management suite. | |
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Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Linking multiple incidents to a problem ticket is available (holistic management). | |
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Problem Prioritization Assigns priority based on impact and urgency to problems. |
Problem prioritization by customizable criteria provided in the problem management workflows. | |
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Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Permanent solution tracking for problems is supported within the system. | |
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Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Formal review/closure processes are workflow configuration options in Ivanti. | |
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Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Trend analytics on problems (and incidents) offered through reporting suite. | |
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Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Granular reporting and dashboards available for problems, with filter and export options. | |
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Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Collaboration on tickets, notes, attachments, and discussion built into problem tickets. | |
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Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Problem workflow automation configurable by triggers and state changes—per admin guides. | |
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Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Ticket and problem audit trails included for compliance tracking. |
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Change Request Logging Captures and records all requests for change to IT infrastructure. |
Change management module supports logging/capturing all changes. | |
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Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Workflow customization (multi-stage, conditional) is a key selling point of Ivanti ESM. | |
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Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Impact and risk analysis of changes is part of change management for regulated/brokerage use cases. | |
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Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendar and conflict detection are built-in to Ivanti’s change management tools. | |
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Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
CAB (Change Advisory Board) features for voting/scheduling/notes present. | |
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Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Automated notifications configurable for change implementations. | |
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Backout Planning Documentation and approval of rollback plans in case of failure. |
Rollback/backout plans and approvals are a part of change workflow setup. | |
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Change Approval Time Time required for a typical change request to be approved. |
No information available | |
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Change Collision Detection System warnings for potentially conflicting changes. |
Change collision detection via system warnings is documented for conflict management. | |
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Change Documentation Attaches all supporting documentation, test results, and evidence. |
Documentation attachment is supported for changes (test results, approvals, etc). | |
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Change Implementation Tracking Logs the application, outcome, and status of each change. |
Tracking of each change implementation and its status is included. | |
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Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Post-implementation review process for changes supported (audit/history). | |
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Change Auditing Maintains a complete audit trail for compliance and control. |
Change auditing for compliance is an out-of-the-box feature of Ivanti. |
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Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
Asset inventory management is a major module offered. | |
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Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Auto-discovery of assets is a supported feature (hardware and software). | |
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Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
Configuration Management Database (CMDB) functionality is present. | |
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Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Asset lifecycle monitoring (procurement, deployment, maintenance, retirement) is a key asset management feature. | |
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Relationship Mapping Visual display of dependencies and relationships among assets and services. |
Relationship mapping among assets/services is visually supported in Ivanti's CMDB. | |
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Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Ivanti allows visualization of change impact through asset/service mapping. | |
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Software License Management Tracks license usage, compliance, and renewal requirements. |
Software license management (usage, compliance, renewal) is listed as a capability. | |
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Asset Tagging Supports tagging and tracking of physical and digital assets. |
Tagging and tracking of assets supported (physical and digital). | |
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Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Integration with procurement is possible—linking asset records to purchasing history. | |
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Asset Valuation Captures and updates current asset value over time. |
Asset valuation tracking included within asset management. | |
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Audit Trails for Assets Tracks all changes and movements of each asset. |
Comprehensive audit trails/logs for asset changes and movement are included. | |
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Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk asset import/export tools are part of Ivanti's asset management suite. |
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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
SLA definition (terms, escalation, penalties) is configurable. | |
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SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
SLA timers/clocks are routinely available for tickets and requests. | |
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Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
Breach notifications/alerts configurable for SLA violations. | |
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Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Multi-tier SLA (per category, user, etc.) is supported and configurable. | |
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OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
Ivanti supports OLA and UC agreements and their management. | |
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SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
Reporting and analytics for SLAs is core to the dashboard functions. | |
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Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
Out-of-hours configuration (holidays, business hours) is available in SLA setup. | |
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Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Customer communication templates are supported for SLAs and incident updates. | |
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Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
Real-time SLA compliance monitoring for open items is available. | |
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SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
SLA policy versioning and change logs are available. |
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REST API Support Full-featured, documented REST API for integration with external systems. |
REST API documentation and full external integration support is highlighted in developer resources. | |
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Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Pre-built connectors with Active Directory, email, monitoring tools, etc., listed as available. | |
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Webhooks Supports push notifications to and from other systems based on events/triggers. |
Webhooks are supported for event-driven integrations. | |
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Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Scripting and automation (workflow engine, PowerShell, etc.) are available. | |
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Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
Marketplace for add-ons and integrations is available. | |
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Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
Tools for importing/exporting bulk data, with mapping, included. | |
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Custom Field Support Ability to add custom data fields to objects in the system. |
Custom field addition/configuration is a core admin feature. | |
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Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Event-driven integration workflows (triggered automation) are supported. | |
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Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
Support for OAuth, SAML, and other SSO protocols for authentication and APIs. | |
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Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
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Role-based Access Control Configurable permissions based on user roles and responsibilities. |
Role-based access controls for data, UI, workflows—necessary for financial regulatory compliance. | |
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Multi-factor Authentication Requires at least two authentication methods for access. |
Multi-factor authentication supported in enterprise deployments. | |
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Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
Single Sign-On (SSO) support for enterprise identity providers. | |
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Data Encryption at Rest All customer and system data is encrypted when stored. |
Data encryption at rest is provided for cloud/SaaS offerings with compliance focus. | |
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Data Encryption in Transit TLS or equivalent protection for all communication. |
Encryption in transit (TLS/SSL) as standard. | |
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Audit Logging Tracks every user action and system change for compliance. |
Full audit logging of all user/system actions. | |
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Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
Compliance certifications (GDPR, SOX, PCI, etc.) are cited in their security documentation. | |
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Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Regular automatic security patching/updating is part of cloud and managed service plans. | |
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Access Review and Certification Tools to review and certify access rights regularly. |
Access review tools and periodic certification workflows available for regulated industries. | |
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Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Data retention/archiving policies configurable for compliance. | |
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Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Data anonymization/masking capabilities for non-production/data sets are provided. |
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Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Real-time dashboards for service/request/incident status. | |
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Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Customizable report builder tools are included. | |
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Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Scheduled/automatic reporting function is available. | |
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Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Historical trend analytics are part of reporting visualizations. | |
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KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
KPI tracking and monitoring dashboards available for teams/services. | |
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Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Drill-down into metrics in reports/dashboards is supported. | |
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Export Options Download reports in common formats (CSV, PDF, XLS). |
Exporting to CSV, PDF, XLS formats is a standard reporting function. | |
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Report Sharing Shareable links or automatic email delivery to stakeholders. |
Report sharing via links/email available. | |
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Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Data visualization tools (charts, heatmaps) are prominent in Ivanti analytics. | |
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Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Pre-built report templates available for common ITSM KPIs. |
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Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
Customizable UI: layouts, dashboards, and themes adjustable per user/role. | |
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Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
Accessibility compliance documented (WCAG) as a focus for enterprise clients. | |
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Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Localization/Multilingual support for interface is listed in product fact sheets. | |
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Mobile App Availability Native mobile applications for iOS and Android devices. |
Native mobile apps are available for iOS and Android devices. | |
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Performance/Snappiness Average system response time for UI actions. |
No information available | |
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Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
Contextual help and tooltips are available within the product. | |
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User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
User onboarding (guided tours, tutorials) included for new users. | |
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Personalized Dashboards Users can create personal views of important metrics and tickets. |
Personalized dashboards for users to configure their own views. | |
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Unified Search Cross-module, full-text search functionality. |
Unified search across all modules (requests, incidents, assets, knowledge base). | |
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Notification Preferences Users can customize their notification settings per medium and event. |
Notification preferences are customizable by user and medium. |
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Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Ivanti supports partitioning for multiple departments/entities (multi-tenancy). | |
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User Role and Permission Management Fine-grained control over what each user can view and do. |
User role and permission management is highly granular and configurable. | |
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Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Systematic user import/provisioning (from directory/CSV) is available. | |
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High Availability Architecture supports clustering and failover to ensure service continuity. |
High availability (HA) options supported including clustering/failover as per enterprise deployments. | |
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Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Automated data backups and recovery procedures are available per Ivanti's cloud service documentation. | |
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Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
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Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
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Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Ivanti markets its scalability for large enterprise and regulated/brokerage customers. | |
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24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 vendor support is available as an option for enterprise and financial services customers. | |
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Release and Patch Management Automated rollout and rollback processes for updates. |
Automated release and patch management supported for updates in managed environments. | |
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Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
Monitoring and alerting for outages/system errors is part of Ivanti infrastructure monitoring features. |
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