Restless Ivanti Customers Promised More Care, in a Major Shakeup

“Customers are everything to us”

Ivanti’s restless users have been promised significantly better customer care by the US-based IT security and service management firm – with the company announcing the launch of a new business unit set up “with the single purpose of pleasing its customers through providing long term value.”

The move follows a executive shake-up at the start of this year, including the appointment of a new CEO, Jim Schaper, and a shift away from a “broad-based distribution model” to a “focused channel partner model” under which partners will be paid a fixed commission for sales and support.

Ivanti employs over 1,700 people. Its software is used by 78 of the Fortune 100, which typically use it to marry their ITSM, IT asset management, IT security, endpoint management, and supply chain capabilities.

The company has work to do: social forums show a steady stream of customer complaints about crashes, missing emails/links and bugs. In many cases IT developers have taken to social media forums like Twitter to haul the company over the coals publicly and highlight their issues.