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
- About
- 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
(1-5 of 5)- 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
July 08, 2022
An ITSM platform which easily adapts to support countless lines of business outside of IT
Score 9 out of 10
Vetted Review
Verified User
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.
- 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
90%
9.0
93.33333333333334%
9.3
100%
10.0
- Support for 45,000 customers across multiple lines of business on one platform
- Single source for help, support and request fulfilment
- Support, development, licensing, and maintenance of one platform, rather than multiple offerings provided by multiple vendors
Both products are very capable players in the Enterprise Service Management space, providing custom and secure environments which make it easy for multiple lines of business to co-exist on one common platform, with Ivanti Service Manager providing a more flexible concurrent licensing model, together with lower implementation and ownership costs.
1200
IT, HR, Finance, Campus Security, Data Protection, Student Support, Accommodation, Library, Occupational Health, Technical Services to name but a few. In short, the system is flexible and role-based, so adapts to the needs and naming conventions of the target audience, making it ideal for use in an Enterprise Service Management context.
1
The understanding of process and user journey is more important here than any coding ability, as the bulk of any workflow or form creation is codeless, supported by a drag-and-drop interface. Expression and function building is also supported, with the administrator just needing to tailor any statements to suit. These are then syntax checked by the system.
- Single Self Service and automation
- Student support forms and smart routing of requests and incidents
- Real-time dashboards for all roles
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
April 27, 2021
IVanti Service Manager - great product if you have the ability to customize to your business. Very powerful
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.
- 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.
61.42857142857143%
6.1
26.666666666666664%
2.7
N/A
N/A
- It has help us consolidate down to one system to asset and issue tracking
- it links items together well so its easier to see the full history of issues with CIs
I am not in the position to evaluate the competitors, that happened with people above me in the organization. Before this we used custom programs and were reliant upon developers.
25
This is our entire support staff. All request are entered and logged into this system. Email updates are sent and received through the system
3
We have three staff members who actively support the implementation and update of the program
- Ticketing
- CI Tracking
- Knowledge base
- project management
- Using it to alert on old VM copies
- tracking expiration dates
- Time tracking
- change logs
July 08, 2014
Frontrange ITSM review (older version)
Service Desk Software for tracking Incidents, doing reporting and other necessary services for a client.
- Full service Service Desk Management capability.
- SQL connectivity to allow for external reporting.
- Can be customized with a programmer.
- Specified to follow ITSM Standards.
- Can provide Asset Management.
- Difficult to customize and for field validations.
- Can be a slow performer and the older version tends to crash sometimes.
- Needed more current interfaces and other features which may be in later versions.
- While it did provide a myriad of tracking capability, much of the data had to be manual managed and that took several people to do and check for accuracy.
- It did make the program run, but could have been easier at the time.
Most recently, BMC Remedy, ServiceNow. Remedy seems to be the most established and ServiceNow is even more complicated than ITSM. We operated but did not select ITSM, so there was no choice at the time.
300
Service Desk Management for Incidents.
3
SQL Programming, database design, system troubleshooting, spreadsheet analysis and more.
- Incident Management
- The basis for SLA tracking.
- Asset Management
- Some reporting.
- CMDB if upgraded.