TrustRadius Insights for Ivanti Neurons for ITSM are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Efficient Asset Management: Many users have found the Asset Management feature on workstations to be highly efficient and effective in completing software updates with the latest security fixes. They appreciate how it streamlines the process, saving time and ensuring that all necessary updates are applied promptly.
Expedient Remote Assistance: Users greatly appreciate the expedient implementation of remote assistance in the system. It allows them to quickly and easily troubleshoot issues without needing to be physically present at the location. This feature has been praised for its convenience and effectiveness in resolving problems promptly.
Highly-Configurable Self Service Portal: The Self Service portal is highly configurable, providing users with audience-specific views of knowledge and service offerings. Many users have found this customization capability valuable as it allows them to tailor their experience based on their specific needs and preferences.
We use Ivanti Neurons for ITSM across our IT solution. The main use is for logging, prioritising and resolving incidents and requests from across the organisation, we also use it for change management within the IT team. We use a number of additional areas, such as problem, major incident, post incident review, SLAs, suppliers and event alerting too.
Pros
Logging and escalating tickets
Tracking updates from suppliers
Knowledgebase articles
Self service portal
Cons
SLAs are difficult to track sometimes
Reporting is very ineffective
Can be too customisable in places
Likelihood to Recommend
Ivanti integrates well into other solutions, meaning our third party can update tickets on their service desk and we can see those updates instantly in our desk. This means that managing tickets with them is really simple and users get up to date notifications on where their ticket is.
Workflows are easy to amend, which is great for guiding different types of tickets through the system
VU
Verified User
Employee in Information Technology (1001-5000 employees)
We use Ivanti Service Manager to provide a Self Service IT support to over 15,000 employees at our organization. ISM is the main intake portal for Service Requests and IT Incident reporting. IT Service teams are dispatched and their processes and response times are measured using the system. We also use the Change Management and Problem Management modules of the system.
Pros
The system helps us define the business processes of IT Service teams to make them repeatable and more efficient
ISM makes our Service Desk much more efficient by making historical data of our customers easily accessible
We use the system to track our current and historical computer inventory in the CI database. This makes purchasing and compliance metrics much more efficient and reliable
Cons
I would like to see the expanded use of web hooks to help us integrate with external systems even more.
Documentation about more complicated processes is not always clear. However, I often rely on the Ivanti user forums which is very helpful and kept up to date.
More options for configuring the mobile app would be appreciated. I believe this is coming in the near future.
Likelihood to Recommend
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.
VU
Verified User
Engineer in Information Technology (10,001+ employees)
Ivanti Service Management is used across the University in an Enterprise Service Management context, helping to support students, staff, and external contacts across multiple lines of business by providing a single portal for them to get answers to questions, raise support requests, or submit requests for services from a shared catalog. The system also drives automation of service requests and dynamic routing of Incidents and other inquiries.
Pros
Highly-configurable Self Service portal, giving audience-specific views of knowledge and service offerings
Rapid form and workflow builder
Supports the creation of custom business objects, making the system easily adaptable to lines of business outside of IT
Cons
Chat functionality is limited due to lack of skills-based routing
Likelihood to Recommend
Ivanti Service Manager lends itself to use cases across both IT Service Management and Enterprise Service Management landscapes by utilizing flexible role-based permissions and custom views and layouts, making it adaptable for use by multiple lines of business. It is perfectly at home in the ITSM space, coming pre-loaded with Incident, Request, Change, Problem, etc., but its platform supports wider adoption across HR, Finance, Facilities, etc.
We use it across many different business units. The primary features we use are basic help desk (Incident), Problem, Change, Reporting, Service Requests, Knowledge Base, automation between Ivanti Asset Manager EPM, and other Ivanti products.
Pros
Request offerings
Task workflows
Help desk for individual business units
Automation between products
Cons
Update sequence doesn't match the other products; must install every incremental update
On-prem does not get the same love as cloud. Features are available years after they are released to cloud customers
The product's architecture is going through a maturing phase. For cloud this is not as much of an issue, but for on-premises customers, this can be painful to go though.
Likelihood to Recommend
Companies that like to use automation customize the experience for their internal/external customers as well as the ability to scale out. If you want and really need the ability to follow ITIL standards, Ivanti Service Manager (powered by Heat) is a fantastic solution for you. ISM is that perfect fit for companies that also want to track changes, problems, and escalate requests on their help desk, and complete tasks with minimal interaction and time wasted on the customer's end. Asset Management is an optional module for companies that would use that feature set. For those who would use the two parts together, the product goes up to an entirely new level!
Ivanti Service Manager (powered by Heat) is completely customizable and can be process driven. Excellent product for multiple departments (IT, HR, etc.) to use service requests. A lot of work at the front will pay off at the end. Since it can do so much, it is hard to decide what you want it to do at the start. If you are implementing it, take your time to decide which of the modules you need (Incident, Service, Problem, Change, etc.) and implement those. Get used to them and then expand. Gives too many notifications out of the box but those can be turned off or removed.
Pros
Customized service requests
Customized dashboards
Customized processes
Cons
Too many notifications out of the box
Likelihood to Recommend
Well suited: Equipment request from a catalog, password reset where authorization is required, software change requests, problem management, using calendars, several departments that may interact
We are using Ivanti Service Manager in our company in order to provide the end users with a robust tool to submit their requests and report any incidents. The inclusion of Configuration Items helps us organize and administer the thousands of devices and systems registered. By using workflows and approvals in the request offerings, we also provide a solution towards managing / structuring business processes.
Pros
Workflows help optimization of processes
Handling big amounts of data
Variety of customization options
Cons
Performance
Quality check before new versions are released
Search functionality
Likelihood to Recommend
Ivanti Service Manager is well suited when a variety of systems and/or processes are used, providing a common interface for the end user to find knowledge articles or documents and submit requests and queries.
It is less appropriate when used as a large database as the indexing requires effort and the performance is not optimal.
VU
Verified User
Engineer in Information Technology (10,001+ employees)
Ivanti Service Manager (ISM), formerly HEAT, and now known as Ivanti Neurons for ITSM, is an ITSM ticketing tool that Fortune 500 and Global 500 clients use for Incident Management, Change Management, Release Management, Knowledge Management, Problem Management, Service Requests, Self Service Portal, Project Management, Event Management, CMDB, Configuration Management, Asset Management (ITAM), and workflow automation.
I have been working with this ticketing tool for 27+ years and have 100+ Implementations worldwide in the UK, Europe, Australia, New Zealand, Singapore, Canada, USA. I also have ServiceNow and Remedy experience so I'm not completely biased when I say that Ivanti Neurons is the best "enterprise" solution given the strategic position Ivanti has with its line of products. ServiceNow certainly is attractive, but I would say it's the Mazda Miata of ITMS, flashy, cool, and fading. Remedy is old technology. Cherwell recently was acquired by Ivanti so with that said, IMNO Ivanti is to ITSM what SAP is to ERP.
Pros
100% ITIL Process Compliance.
Dashboards, Reporting, Analytics.
Workflow Automation.
Holistic Overview of IT Health.
Easily customizable.
Self Service customer portal.
Integration (ERP, CRM, EPM, SCCM, Discovery Tools, Softchoice, Active Directory).
Knowledgeable consultants are difficult to find, even the most senior consultants lack the in-depth knowledge and expertise that companies like mine bring to the table.
Ivanti and Ivanti Business Partner consultant rates are extremely high and lack expert knowledge and experience.
Product support outside of United States and Canada.
Project Management Module is under utilized and over customized.
Workflow automation and integration require seasoned consultants to fully utilize to their potential.
Likelihood to Recommend
Ivanti Neurons for ITSM/ITAM (formerly Ivanti Service & Asset Manager) with the help of experienced consultants is well suited for progressive companies interested in bringing their service desk and IT operations to the next level with a holistic approach and overview, implementation of workflows and automation to streamline processes and enable the Service Desk and IT to work on the business instead of in the business.
We use the tool in out IT department, with over 80 staff. We are currently looking to expand the use to HR, Health Records and Facility Management. Ivanti Service Manager allows us all to get the work done as efficiently as possible!
Pros
Customization is key! It is able to almost fit any scenario we throw at it, allowing us to fit the tool to us rather then the other way around.
Cons
Knowledge module needs some work, especially the built in editor.
Likelihood to Recommend
It’s able to fit almost all of the scenarios we give it, but we find it hard to manage workflow for multiple corporations.
VU
Verified User
Director in Information Technology (5001-10,000 employees)
We are using [Ivanti Service Manager (powered by Heat)] to facilitate all of our MSP style functions including ticketing, knowledge base, asset tracking, project planning and budgeting. We use this internally across our entire customer base. My main job functions are dealing with the project management and budgeting systems.
Pros
Issue Tracking
CI management
Alerting
Cons
Implementation can be cumbersome and you really need someone who understands the system to customize it to your business
The update process has been buggy and introduced new issues with each update.
Likelihood to Recommend
If you were a MSP looking to integrate your systems into a single system I would recommend [Ivanti Service Manager (powered by Heat)]. You really need someone who is strong with databases and integration to get the most out of the system, so either expect to pay an implementation specialist or employ your own as there is a lot of customization that needs to take place. We have had to add many custom fields and setup alerting on them to make this work for our business, but once it has been setup it was worked very well.
VU
Verified User
Professional in Information Technology (11-50 employees)
Ivanti Service Manager (powered by Heat) is currently being used by the company for ticket creation and resolution services. We use in the IT department, HR, payroll, security, IT security, and supply, to name a few.
Pros
Ease of use
Great customer service
Executive sponsor and support
Supportive sales team
Cons
Do not rush products till they are fully ready
Work to customize more
Offer different ways to download cloud data
Likelihood to Recommend
Great product with an easy-to-use tool. Training for the user community is minimal. The techs can use it quickly and, since it is a cloud app, it can be reached from any location. We are in the process of expanding the Ivanti footprint more with the use of Neurons and the remote control agent.
VU
Verified User
Director in Information Technology (10,001+ employees)
