Ivanti Neurons for ITSM vs. ManageEngine ADManager Plus

We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.

ADManager is perfectly suited for reducing the human error in account creation. The templates I needed to create for this were easy and I was done within a couple of days. I am happy to sign that account creation errors has been near zero since the roll out of this application. I look forward to using more of its functionality

Incentivized

• Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
• A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
• There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.

Incentivized

• Creates user account by template
• Streamlines new hire and termination processes
• Helps generate report logs to assist with AD cleanup

Incentivized

• Had a little trouble sending some files remotely a few times, but it could have been on our end.
• The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
• We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.

Incentivized

• Reports can be hard to get what you need...sometimes they include fields that you don't need.
• The automation feature broke after an update and our complex automations stopped working.

Incentivized

We are fully committed to this system. After customizing it for the past 3 years we have no plans to change

Incentivized

There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.

Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!

Incentivized

When we first tried it, they helped us set up the templates and we got very good training from them. When we have a problem we just call or open a ticket and we get a reply right away. They are there to help.

Incentivized

Ivanti is far more user friendly than ManageEngine, and has more features than Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless

Incentivized

We did not research any other applications. ADManager Plus was the first that appeared in our search. After a demo with their sales team, it was apparent that this was the application we wanted. The price was perfect too. We ordered it right away and implemented it within a couple of weeks.

Incentivized

On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.

Incentivized

There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.

Incentivized

• In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
• In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.

• This tool has reduced the time taken to on-board users.
• This tool can do mass user creation and deletion.
• Managing user changes is simplistic with this tool.

Incentivized