Excellent custom features make this a really rich ITSM product
We use Ivanti Neurons for ITSM across our IT solution. The main use is for logging, prioritising and resolving incidents and requests from …
Ivanti Neurons for ITSMFormerly Ivanti Service Manager (powered by Heat)
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
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.
Read moreRecent Reviews
Popular Features
View all 13 features- Organize and prioritize service tickets (21)8.686%
- Self-service tools (20)8.282%
- ITSM collaboration and documentation (20)8.181%
- ITSM reports and dashboards (21)7.878%
Reviewer Pros & Cons
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Pricing
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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
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Product Details
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- Competitors
- Tech Details
- FAQs
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.
Ivanti Neurons for ITSM Competitors
Ivanti Neurons for ITSM Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
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.
IFS Assyst, BMC Helix ITSM (Remedy), and CA Service Management, with CA Service Desk Manager are common alternatives for Ivanti Neurons for ITSM.
Reviewers rate Service-level management highest, with a score of 9.1.
The most common users of Ivanti Neurons for ITSM are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
 (38)
Attribute Ratings
Reviews
(1-2 of 2)- Popular Filters
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October 18, 2022
An excellent customizable product
Score 8 out of 10
Vetted Review
Verified User
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.
- Customized service requests
- Customized dashboards
- Customized processes
- Too many notifications out of the box
70%
7.0
53.33333333333333%
5.3
60%
6.0
- Automation of our phishing button in Incident saves about 70 hours of work per year
- Tracking of tasks shows the true amount of work
- Started departments outside of IT on tracking requests
30
IT and HR
1
Account administration (similar to AD), Developer (flowcharting with some code)
- Tracking of work
- Prioritization of issues
- Service catalog
- Change of personal information requests
- On-boarding
- Off-boarding
- Project Management
No, the support available is already excellent. Most of the support people are or can refer you to the system engineers
No
During the initial setup
March 14, 2022
Easily Customized Service Management Solution
Score 10 out of 10
Vetted Review
Verified User
We use Ivanti Service Manager to provide a self-service solution for internal customers, record Incidents and Requests, manage our Change process, and are looking into additional options provided by the product such as Knowledge Management, Problem Management, and Project Management. Self Service is used company-wide, with Incident/Request/Change Management used by multiple Information Services teams, both within and outside of the IT portfolio.
- 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.
93.33333333333334%
9.3
90%
9.0
100%
10.0
- Request processes are now documented as a workflow, which is executed by the system. Service Desk staff no longer need to move requests through the process manually as the workflow handles team assignments, emails, etc. This allows our Service Desk to dedicate more resources to first call resolution issues.
- Change process is now documented as a workflow, which is executed by the system. The Change Manager no longer needs to move requests through the process manually as the workflow handles notifications, approvals, etc.
- Staff can enter requests via Self Service at at time, with no need to reach out to Service Desk staff. Each request prompts the staff member to ensure the receiving technician receives all information they need to complete that specific request. This has enabled technicians to react faster to requests as they received all required information upfront.
Ivanti Service Manager really takes the idea of customizing the space - fully - to meet your individual needs to a new level. The system comes pre-built with a lot of useful workspaces and functionality, with the ability to fully customize everything from the look/feel to the triggered actions and scheduled actions that run the workspace. And if it's not there, simply build it!
2
Programming skills and ability to quickly understand programming logic for organizations who wish to expand and deeply customize; detail oriented; ability to think outside the box to design new objects/actions for organizations who wish to expand/deeply customize their instance; decent sense of graphic design
- Change Management
- Incident Management
- Service Management
- Self Service
We purchased a 24/7 support package to ensure we're always supported regardless of when the issue occurs in our timezone. Without the enhanced support, we're limited both in being able to call in for issues and when we can expect support to respond to our logged case.
Yes
Ivanti resolves bugs based how many customers are reporting a bug, or if you're a sufficiently large enough account they'll prioritize fixes for you. Unfortunately, even if a bug is affecting multiple customers, if those customers aren't reporting it this means the bug won't get fixed as quickly. I've been part of both sides of the "number of customers reporting" - both an issue affecting everyone that went unreported for the majority as they didn't notice it happening, and issues with large numbers of reports. The former does not usually get a bug fix in a timely manner while the latter will.
Yes, but I don't use it