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 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
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.
Incident and problem management (7)
90%
9.0
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Service restoration
90%
9.0
Self-service tools
100%
10.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
80%
8.0
ITSM reports and dashboards
90%
9.0
ITSM asset management (3)
93.33333333333334%
9.3
Configuration mangement
90%
9.0
Asset management dashboard
100%
10.0
Policy and contract enforcement
90%
9.0
Change management (3)
100%
10.0
Change requests repository
100%
10.0
Change calendar
100%
10.0
Service-level management
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
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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