Ivanti Neurons for ITSMFormerly Ivanti Service Manager (powered by Heat)
Overview
What is Ivanti Neurons for 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.
Easily Customized Service Management Solution
Service and Asset Management on steroids!
Excellent custom features make this a really rich ITSM product
An excellent customizable product
Ivanti Service Manager is a great product to help your IT Service Teams be more efficient
An ITSM platform which easily adapts to support countless lines of business outside of IT
Ivanti Service Manager (powered by Heat)--designed for all business units
Powerful and customizable product. Room for improvement regarding performance and search functionality
Great product and easy to use
The Heat(service manager) is on!
IVanti Service Manager - great product if you have the ability to customize to your business. Very powerful
Great ITSM product
Feature rich, configurable, affordable.
eyebrow raising
We have a few Mac's and were …
ISM, automation is everything
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Organize and prioritize service tickets (21)8.080%
- Self-service tools (20)8.080%
- ITSM collaboration and documentation (20)8.080%
- ITSM reports and dashboards (21)6.969%
Reviewer Pros & Cons
Pricing
What is Ivanti Neurons for 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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8Organize and prioritize service tickets(21) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7Expert directory(19) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.4Service restoration(17) Ratings
Impact assessment and automated fixes for common problems
- 8Self-service tools(20) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 7Subscription-based notifications(15) Ratings
Users subscribe to notifications for ticket updates
- 8ITSM collaboration and documentation(20) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 6.9ITSM reports and dashboards(21) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 8Configuration mangement(19) Ratings
Database for tracking and reporting all business assets
- 8Asset management dashboard(18) Ratings
Dashboard showing organization's software portfolio
- 8.4Policy and contract enforcement(14) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 8.6Change requests repository(18) Ratings
Single repository of all planned changes and releases
- 8.9Change calendar(18) Ratings
Calendar showing change schedule to stakeholders
- 9Service-level management(15) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Ivanti Neurons for ITSM?
Ivanti Neurons for ITSM Competitors
Ivanti Neurons for ITSM Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(39)Community Insights
- Pros
- Cons
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.
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Remote File Sending Issues: Some users have had trouble sending files remotely, which has led to frustration and speculation that it may be due to unfamiliarity with the system.
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Complex Navigation: Several reviewers found the system to be different from what they were used to, requiring them to navigate deeper into the program than expected. This has caused confusion and slowed down their workflow.
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Limited Chat Functionality: Users have mentioned that the chat functionality is limited due to the lack of skills-based routing. This has resulted in difficulties in effectively managing and directing customer inquiries, leading to a less efficient support process.
Attribute Ratings
Reviews
(1-17 of 17)Easily Customized Service Management Solution
- Customization - can't find a workspace that does what you want, build your own! Don't like the page layout, update it to look just how you want it!
- Automation - build workflows and let the system handle tedious or long processes. No need to have constant manual intervention to move the process along. Workflows can do everything from sending emails to generating tickets, get approvals, update objects, and more.
- Self-Service is user-friendly and can be customized to provide alerts, show announcements, provide self-help articles in addition to allowing customers to perform standard incident or request creation.
- Visual reporting - no need to spend hours writing and rewriting SRSS reports that are outdated by the time your staff look at them and are difficult to interact with. The Analytic Metrics workspace is easy to use to create graphs/charts, is interactive, and self-updates so you're always looking at recent data.
- The Analytic Metrics workspace is a great easy-to-use alternative to standard SQL reporting, and is a relatively new feature that still has room for improvement and growth.
- The Project Management workspace is relatively new and still has room for improvement and growth. It does not replace Microsoft Project, but if you spend some time customizing it, you can come close.
- I'd love to see more ITIL framework built into the product. You can build ITIL practices into the product, however it would be nice to have more of ITIL prebuilt.
Service and Asset Management on steroids!
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.
- 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).
- HR Automation (Onboarding, Offboarding, Changes).
- Change Control including Change Notifications.
- Asset Scanning, Asset Management, Asset Integration.
- Policy and Contract Management.
- Software Inventory and Software Entitlement.
- Procurement Integration (Purchase Orders, Invoices, Shipments, Packing Slips, Product Catalog).
- Approval Workflows.
- Audit Capabilities.
- 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.
Excellent custom features make this a really rich ITSM product
- Logging and escalating tickets
- Tracking updates from suppliers
- Knowledgebase articles
- Self service portal
- SLAs are difficult to track sometimes
- Reporting is very ineffective
- Can be too customisable in places
Workflows are easy to amend, which is great for guiding different types of tickets through the system
An excellent customizable product
- Customized service requests
- Customized dashboards
- Customized processes
- Too many notifications out of the box
Ivanti Service Manager is a great product to help your IT Service Teams be more efficient
- 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
- 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.
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.
An ITSM platform which easily adapts to support countless lines of business outside of IT
- 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
- Chat functionality is limited due to lack of skills-based routing
- Request offerings
- Task workflows
- Help desk for individual business units
- Automation between products
- 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.
Powerful and customizable product. Room for improvement regarding performance and search functionality
- Workflows help optimization of processes
- Handling big amounts of data
- Variety of customization options
- Performance
- Quality check before new versions are released
- Search functionality
It is less appropriate when used as a large database as the indexing requires effort and the performance is not optimal.
Great product and easy to use
- Ease of use
- Great customer service
- Executive sponsor and support
- Supportive sales team
- Do not rush products till they are fully ready
- Work to customize more
- Offer different ways to download cloud data
IVanti Service Manager - great product if you have the ability to customize to your business. Very powerful
- Issue Tracking
- CI management
- Alerting
- 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.
Great ITSM product
- Customizable
- Good community
- Great Support
- Reliable
- Quicker Updates
- Less Errors
- More Calendar Functionality
Feature rich, configurable, affordable.
- Configurability. Imagination is your only limit at times.
- Workflows. You can automate (semi or fully) complicated processes
- Ability to expand. You're not locked down to the out of the box modules, you can create your own to serve your specific use cases with relative ease.
- New features aren't always road tested and sometimes it feels like it's up to the users to be the beta testers.
- Limitations to being cloud hosted. While it's certainly preferrable, there's some more advanced/niche features you miss out on which you would otherwise have had access to were you on-prem.
ISM, automation is everything
- High level visibly, ISM allows for instant visibility of projects and tickets to allow upper management visibility and metrics.
- Automation, the built-in automation tools allow for several steps to be automated to take out the manual click work for some repetitive tasks.
- User Empowerment, ISM provides a user portal that allows the user base to log issues as well as check on the status of their issue from anywhere they have a network connection.
- The software is technical, very technical. A 4-day training is needed in order to administer this software properly.
- Customization, but almost to a fault. The software allows for endless customization which can be nice but if someone does not know what they are doing they can quickly break the software by editing or deleting the wrong business object.
Solid and reliable Service Delivery solution with ample of out-of-the-box modules and features to hit the ground running
- Very easy to perform administrative tasks, which helps reduce time to market significantly
- Intuitive interface
- Great out of the box offerings aiding to hit the ground running
- Can improve on product support in EU
- Scaling the Workflow/Business Rule engine to handle higher volumes
A ticket system that works quite well
- Self service portal allows for users to enter their own data anytime
- Reminders keep priority issues remembered and focused on
- Automation abilities do exist. We provision AD accounts based on HR information.
- Automation could be a little more built in and accessibility
- Managing service requests and incidents are two separate areas
- Project management is the weakest of the 3 tenants
Powerful (sometimes too much)
Currently is used by 6 other departments, with some more showing interest too.
Besides the Service Management part, it is also being used as an Asset Management tool, allowing us to better control our assets.
- Customization. It is highly customizable, our system looks nothing like the out of the box (OOB) one!
- Flexibility. We are using it in several departments that offer completely different types of services, it is handling all of them well.
- Support. Their support is always available, and they are very knowledgeable, they got me out of a few bumps on the road.
- Customizable design. It uses web technologies for the front end, I would like to be able to get a full CSS control over its looks. To be fair, it currently has some "branding" capabilities (colors, logo, letter font), but I miss the option of design the form of the text boxes, for example.
It has a lot of built-in connections, but building new ones might be overwhelming, so make sure your current software/processes are compatible.
- 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.
- There are times when various browsers and the product don't always cooperate. We have seen from time to time on-screen controls not operate as expected with certain browsers.
- Customizing controls such as forms, grids, fields, etc. is not very intuitive. Lots of research can be required to accomplish even the simplest tweak.
- Very limiting in the ability to import/export large amounts of data via the Application Administrator. The process itself of importing data via the product is not intuitive.