Ivanti Neurons for ITSM

Ivanti Neurons for ITSM
Formerly Ivanti Service Manager (powered by Heat)

Score 8.4 out of 10
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 more

Recent Reviews

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 …
Continue reading

Great ITSM product

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

Popular Features

View all 13 features
  • Organize and prioritize service tickets (21)
    8.6
    86%
  • Self-service tools (20)
    8.2
    82%
  • ITSM collaboration and documentation (20)
    8.1
    81%
  • ITSM reports and dashboards (21)
    7.8
    78%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Ivanti Neurons for ITSM, and make your voice heard!

Return to navigation

Pricing

View all pricing
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

Would you like us to let the vendor know that you want pricing?

29 people want pricing too

Alternatives Pricing

What is ServiceNow IT Service Management?

ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…

What is Jira Service Management?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of…

Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

8.8Avg 8.1

Change management

Ensuring standardized processes for making changes to IT infrastructure

9Avg 8.3
Return to navigation

Product Details

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 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 9.1.

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

Comparisons

View all alternatives
Return to navigation

Reviews

(1-22 of 22)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
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
Score 9 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
Ivanti Service Manager can be customized specifically to your business needs. The pre-built product has tons of features, from Incident Management to Service Management to Change Management, Knowledge, Problem, Costing, and more, so it is possible to use the product out of the box with very little customization. ISM is very flexible and adaptable, so unless you won't do customizations, you can make the product fit your needs.
Jesse Miller | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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!
George Velianitis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
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.
Gregor Anton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Ivanti Service & Asset Manager (ITxM) 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.
Score 8 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
It's a great system for anyone between wanting something that's just plug-n-play that works out of the box, or someone who wants to shape it to make it their own, and do things their way. It's easy to build your processes into the system, or you can just run with how it's been preconfigured. One of it's limited features is document management. While the system will allow you to upload documents to a record, it's purely storage. It's not suitable for processes that require document processing functionality.
January 16, 2021

eyebrow raising

Score 8 out of 10
Vetted Review
Verified User
The work environment we use has some older machines as well as newer machines we are in the process of upgrading and researching new software that is compatible with what we have until we can make a full transition. Hopefully, we will have replaced all our older equipment in a few months to keep in step with the demand for our clientele that will be working from home.
Cameron Council | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
I feel that in a Helpdesk or support level department this system is great. Ticket monitoring and visibility provide accountability. The inventory management feature is also in order to automate support requests when certain hardware issues are flagged. The implementation of a local agent on each PC being managed requires a deployment software like PDQ or Altiris in order to easily get the agent on all items. I think for large organizations of 1000+ employees this software is ideal. This software could be a bit overkill for smaller to medium-sized companies.
Score 9 out of 10
Vetted Review
Verified User
It is very well suited for break/fix and service requests. Both of these are handled very well and allow for catalogs to help categorize and sort end user requests automatically. The project management is not well suited and other products do it better for sure. It can be used but again others are better.
Daniel Cogny | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Perfect if you offer services (internally or externally), it will allow you to keep track of the work done, but also of the customer satisfaction (I love the in-house surveys).

It has a lot of built-in connections, but building new ones might be overwhelming, so make sure your current software/processes are compatible.
Score 8 out of 10
Vetted Review
Verified User
This product is an ideal tracking tool for contact centers like a technical support desk, IT Service Desk, or other incident management type of support service. The out-of-the-box capabilities it has to make sure 'incidents' don't fall by the waist side once created is extensive. The product is not ideal in my opinion for a shop that does not require a high-level of structure to tracking service center activity (smaller organizations that may otherwise use other tracking alternatives like custom web solutions developed in-house or equivalents).
March 01, 2018

The HEAT is on.

Christian Storb | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
HEAT Service Management (HEAT SM) is well suited when Customers need to extend service management capabilities to other areas of the business. HEAT SM delivers rich functionality right out of the box and allow users to configure them to meet their exact requirements. It is also possible to develop completely new business-level functions. Powerful graphical application configuration and development tools are included in the platform for this purpose.
Score 7 out of 10
Vetted Review
Verified User
Scale of the operation, resources available to handle difficulties and db admin functions and training process are crucial to a successful implementation. It can do what a Service Desk needs, but the older version in place needed lots of improvements. Be sure that the capabilities fit the organizational needs.
Return to navigation