Ivanti ITSM
42 Reviews and Ratings
What is Ivanti ITSM?
Ivanti ITSM is an IT Service Management (ITSM) platform for delivering, managing, and improving IT services. It combines service desk processes, asset management, discovery, configuration data, self-service, workflow automation, reporting, and AI-assisted service operations in the Ivanti Neurons platform.
Primary Function
Ivanti ITSM supports the core lifecycle of IT service delivery: incidents, problems, changes, releases, requests, events, configuration items, knowledge, service levels, and service reporting. It gives IT teams a shared system for receiving, classifying, routing, resolving, and reviewing service work.
Key Capabilities
- Core ITSM processes: Incident, problem, change, release, request, event, configuration, knowledge, and service-level management.
- Self-service and service catalog: Provides a self-service portal, request workflows, knowledge access, and omnichannel or mobile service experiences.
- IT asset management and discovery: Tracks hardware and software assets, including lifecycle, inventory, licensing, vendors, contracts, procurement, shipments, invoicing, and stock. Asset Discovery identifies connected users, endpoints, and installed software.
- Configuration and service context: Maintains configuration information and can extend with service mapping to identify application dependencies, critical assets, and service risk.
- AI-assisted analyst workflows: Analyst AI Assist supports incident correlation, ticket classification, summarization, translation, AI-assisted writing, knowledge generation, and dashboard-widget generation.
- Automation and integrations: Ivanti Neurons provides a bot-execution framework, manual universal bots, an MCP server, recommendations, insights, and audit and governance functions. Ivanti Neurons iPaaS extends the platform with embedded integration capabilities.
- Reporting and dashboards: Offers service reporting, dashboards, and operational views for incidents, requests, service levels, assets, and workflows.
- Endpoint and security context: Can connect ITSM workflows with Ivanti’s endpoint-management and security capabilities for remediation, device context, and IT-security coordination.
Enterprise Service Management and Agentic AI
Ivanti’s broader Enterprise Service Management package extends the ITSM foundation to HR, facilities, governance, risk and compliance, project portfolio management, and security operations. This package includes a Self-Service AI Agent that uses agentic AI to assist employee support and automate service-delivery tasks. The platform therefore extends toward Agentic Enterprise Service Management while its core licensing and feature set remain centered on ITSM.
Audience & Use Cases
Ivanti ITSM is designed for enterprise IT organizations that need structured service delivery, asset and configuration visibility, self-service, automation, and reporting. Organizations can extend the platform to non-IT departments when they need consistent request, case, workflow, and service-management processes across the enterprise.
Product History
Ivanti was formed in January 2017 when Clearlake Capital acquired LANDESK from Thoma Bravo and combined it with Clearlake portfolio company HEAT Software. LANDESK contributed its IT systems-management heritage, while HEAT brought cloud service-management capabilities to the combined company. Ivanti has since developed that service-management foundation into its Neurons-based ITSM and ESM portfolio, including agentic AI capabilities for self-service and service operations.
Categories & Use Cases
Videos
Technical Details
| Mobile Application | No |
|---|
FAQs
What is Ivanti ITSM?
Ivanti Neurons for ITSM offers the flexibility to deploy in the cloud, on-premises or a hybrid combination. It replaces the Ivanti Service Manager, powered by Heat.
What are Ivanti ITSM's top competitors?
BMC Helix ITSM, ServiceNow IT Service Management, and ManageEngine ServiceDesk Plus are common alternatives for Ivanti ITSM.
What is Ivanti ITSM's best feature?
Reviewers rate Service-level management highest, with a score of 9.