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Ivanti Neurons for ITSM

Ivanti Neurons for ITSM
Formerly 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.

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Recent Reviews

TrustRadius Insights

Efficient Asset Management: Many users have found the Asset Management feature on workstations to be highly efficient and effective in …
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Great product and easy to use

9 out of 10
December 14, 2021
Ivanti Service Manager (powered by Heat) is currently being used by the company for ticket creation and resolution services. We use in the …
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The Heat(service manager) is on!

9 out of 10
April 28, 2021
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 …
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Great ITSM product

10 out of 10
March 16, 2021
Incentivized
Whole organization is using the application for Information Services incidents and service requests. Addresses all needs for IS requests …
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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

View all 13 features
  • Organize and prioritize service tickets (21)
    8.0
    80%
  • Self-service tools (20)
    8.0
    80%
  • ITSM collaboration and documentation (20)
    8.0
    80%
  • ITSM reports and dashboards (21)
    6.9
    69%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

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

7.6
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.2
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.8
Avg 8.4
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Product Details

What is Ivanti Neurons for ITSM?

Ivanti Neurons for ITSM Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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.

The most common users of Ivanti Neurons for ITSM are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(39)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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.

  1. 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.

  2. 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.

  3. 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

(1-3 of 3)
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Michael Abraniuk | TrustRadius Reviewer
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
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
Incident and problem management (7)
70%
7.0
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Service restoration
90%
9.0
Self-service tools
80%
8.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
80%
8.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
53.33333333333333%
5.3
Configuration mangement
80%
8.0
Asset management dashboard
80%
8.0
Policy and contract enforcement
N/A
N/A
Change management (3)
60%
6.0
Change requests repository
80%
8.0
Change calendar
100%
10.0
Service-level management
N/A
N/A
  • 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
Just signed the PO
Support is very responsive
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
Our end clients have a greater uptake of the automated service requests than previously
Very knowledgeable but expensive. Balancing their time on the implementation was a challenge. Try to develop the expertise in house through training after implementation to reduce costs.
Jesse Miller | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
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!
Incident and problem management (7)
85.71428571428571%
8.6
Organize and prioritize service tickets
90%
9.0
Expert directory
80%
8.0
Service restoration
80%
8.0
Self-service tools
90%
9.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
90%
9.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
90%
9.0
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
90%
9.0
Change management (3)
90%
9.0
Change requests repository
90%
9.0
Change calendar
90%
9.0
Service-level management
90%
9.0
  • Customer-enabled automation
  • Higher efficiencies
  • Better asset tracking
Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!
You will need a certified partner to make sure you are configured to meet the needs of your organization. If you use it as is/turnkey then Ivanti Service Manager (powered by Heat) will begin to be more of a clunky product.
There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.
Score 9 out of 10
Vetted Review
Verified User
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.
  • 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
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.
Incident and problem management (7)
68.57142857142857%
6.9
Organize and prioritize service tickets
90%
9.0
Expert directory
80%
8.0
Service restoration
70%
7.0
Self-service tools
80%
8.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
60%
6.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (3)
80%
8.0
Configuration mangement
80%
8.0
Asset management dashboard
90%
9.0
Policy and contract enforcement
70%
7.0
Change management (3)
86.66666666666666%
8.7
Change requests repository
90%
9.0
Change calendar
90%
9.0
Service-level management
80%
8.0
  • Great ROI and easily recovered
The best support team of any of my vendors
With the ease of use, it was of no issue. Great product; I look forward to the future.
always listens to our needs and adjust to what is required vs trying to sell everything.
During our RFP and RFI, we were able to review Ivanti Service Manager (powered by Heat) against other companies to see the capabilities and cost structure they offered. Hands down, Ivanti Service Manager (powered by Heat) was an overwhelming success. Having the ability to use a model that is more like a retail company allowed us to expand to what is best for us.
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