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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

(1-1 of 1)
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Score 10 out of 10
Vetted Review
Verified User
We use Ivanti's 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
Yes
We replace FrontRange Solution's ITSM product as it was outdated at the time. We needed a more modern, customizable solution than what FRS ITSM offered.
  • Cloud Solutions
  • Scalability
  • Ease of Use
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
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