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.
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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 …
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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 …
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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

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Video Reviews

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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

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

29 people want pricing too

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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
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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).
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Comparisons

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Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
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.
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.
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.
Incident and problem management (6)
93.33333333333334%
9.3
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
Service restoration
80%
8.0
Self-service tools
100%
10.0
ITSM collaboration and documentation
100%
10.0
ITSM reports and dashboards
100%
10.0
ITSM asset management (2)
90%
9.0
Configuration mangement
90%
9.0
Asset management dashboard
90%
9.0
Change management (2)
100%
10.0
Change requests repository
100%
10.0
Change calendar
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
The ISM Cloud desk is always friendly and supportive. They respond quickly whether you log a ticket in the portal, or post a question to the Community Forums. Service Desk agents are extremely knowledgeable about the product, and have often been able to solve issues for me without needing to escalate.
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.
The system is extremely customizable, meaning you can make it into exactly what you need. You do need to spend some time in it to really setup the forms, workflows, etc to meet your needs to really get the full value of the system. Once that's taken care of however, it makes the system much easier to use because the system is working for you in the way that meets your unique needs.
Yes, but I don't use it
Score 8 out of 10
Vetted Review
Verified User
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.
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.
Incident and problem management (7)
61.42857142857143%
6.1
Organize and prioritize service tickets
90%
9.0
Expert directory
70%
7.0
Service restoration
50%
5.0
Self-service tools
N/A
N/A
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
70%
7.0
ITSM reports and dashboards
70%
7.0
ITSM asset management (3)
26.666666666666664%
2.7
Configuration mangement
80%
8.0
Asset management dashboard
N/A
N/A
Policy and contract enforcement
N/A
N/A
Change management (3)
N/A
N/A
Change requests repository
N/A
N/A
Change calendar
N/A
N/A
Service-level management
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
We are fully committed to this system. After customizing it for the past 3 years we have no plans to change
Score 7 out of 10
Vetted Review
Verified User
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.
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.
  • 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.
It is embedded for now until the client chooses otherwise.
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.
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