When we announced the launch of our fully managed Ivanti Service Desk, one thing became clear quickly: our clients want the details.
That’s exactly what we want, too.
Our goal is to make your Ivanti environment easier to manage, not more complicated. Below, we’re answering some of the most common questions we get about our Service Desk – so you can see exactly how it works and whether it’s a good fit for your team.
What exactly does “Managed Service Desk” mean?
Our Service Desk isn’t a generic helpdesk. It’s a fully managed, Ivanti-focused support service run by certified consultants who act as an extension of your team.
That means:
✅ SLA-backed escalation paths (including after-hours coverage)
✅ Certified 1st, 2nd, and 3rd line support
✅ Proactive health checks and risk monitoring
✅ Upgrade planning and implementation, including Ivanti Neurons
✅ Licence optimisation and usage reviews
✅ Custom dashboards and workflow design
✅ Seamless integrations with partners like Infobip, Workato, and DocuSign
How is it different from just having Ivanti support?
Great question. While Ivanti support is there to help with core product issues, Think Tank’s Service Desk goes further:
• We know your environment – not just the product.
• We tailor support to your workflows, policies, and integrations.
• We help you use all the features you’re paying for – including ones you might not be using yet.
• We help plan upgrades, monitor risk, and proactively address issues before they escalate.
In other words, we make sure your Ivanti investment delivers its full value, day in and day out.
Is this only for large companies?
Not at all.
We work with organisations of all sizes — from companies with dedicated IT teams who just want to lighten the load, to smaller teams who need full outsourced support.
We also offer flexible packages:
✅ Monthly Support Agreements for predictable coverage
✅ Bundles of Hours for on-demand flexibility
Do I lose control of my Ivanti environment?
No. Our Service Desk is designed to work with your team, not replace it.
You stay in control of strategy and priorities. We handle the day-to-day support, escalation paths, proactive maintenance, and optimisations – always in line with your goals.
What if I already have an in-house IT team?
Perfect. Our Service Desk is meant to be collaborative.
We work as an extension of your team, giving them access to certified Ivanti expertise when they need it. That means your in-house staff can focus on strategic projects instead of day-to-day admin and troubleshooting.
Do you only support Ivanti?
Ivanti is our speciality and where we deliver our deepest value – we’re a Premier Partner for a reason.
But our work doesn’t happen in a vacuum. We also help integrate your Ivanti environment with the rest of your IT stack, including partners like Infobip, Workato, DocuSign, and more.
How do I get started?
It’s simple.
If you want to:
✅ Reduce the burden on your IT team
✅ Improve service delivery and escalation response
✅ Get proactive risk management and upgrade planning
✅ Make the most of your Ivanti investment
…then let’s talk.
