Ivanti Neurons for ITSMFormerly 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.
Easily Customized Service Management Solution
Service and Asset Management on steroids!
Excellent custom features make this a really rich ITSM product
An excellent customizable product
Ivanti Service Manager is a great product to help your IT Service Teams be more efficient
An ITSM platform which easily adapts to support countless lines of business outside of IT
Ivanti Service Manager (powered by Heat)--designed for all business units
Powerful and customizable product. Room for improvement regarding performance and search functionality
Great product and easy to use
The Heat(service manager) is on!
IVanti Service Manager - great product if you have the ability to customize to your business. Very powerful
Great ITSM product
Feature rich, configurable, affordable.
eyebrow raising
We have a few Mac's and were …
ISM, automation is everything
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
- Organize and prioritize service tickets (21)8.080%
- Self-service tools (20)8.080%
- ITSM collaboration and documentation (20)8.080%
- ITSM reports and dashboards (21)6.969%
Reviewer Pros & Cons
Pricing
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?
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8Organize and prioritize service tickets(21) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7Expert directory(19) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.4Service restoration(17) Ratings
Impact assessment and automated fixes for common problems
- 8Self-service tools(20) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 7Subscription-based notifications(15) Ratings
Users subscribe to notifications for ticket updates
- 8ITSM collaboration and documentation(20) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 6.9ITSM reports and dashboards(21) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 8Configuration mangement(19) Ratings
Database for tracking and reporting all business assets
- 8Asset management dashboard(18) Ratings
Dashboard showing organization's software portfolio
- 8.5Policy and contract enforcement(14) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 8.6Change requests repository(18) Ratings
Single repository of all planned changes and releases
- 8.9Change calendar(18) Ratings
Calendar showing change schedule to stakeholders
- 9Service-level management(15) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Ivanti Neurons for ITSM?
Ivanti Neurons for ITSM Competitors
Ivanti Neurons for ITSM Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(39)Community Insights
- Pros
- Cons
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.
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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.
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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.
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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
(1-5 of 5)Easily Customized Service Management Solution
- 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.
- 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
- Configuration mangement
- 90%9.0
- Asset management dashboard
- 90%9.0
- 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.
- Change Management
- Incident Management
- Service Management
- Self Service
- Cloud Solutions
- Scalability
- Ease of Use
An excellent customizable product
- Customized service requests
- Customized dashboards
- Customized processes
- Too many notifications out of the box
- 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/AN/A
- ITSM collaboration and documentation
- 80%8.0
- ITSM reports and dashboards
- 90%9.0
- Configuration mangement
- 80%8.0
- Asset management dashboard
- 80%8.0
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- 80%8.0
- Change calendar
- 100%10.0
- Service-level management
- N/AN/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
- Tracking of work
- Prioritization of issues
- Service catalog
- Change of personal information requests
- On-boarding
- Off-boarding
- Project Management
An ITSM platform which easily adapts to support countless lines of business outside of IT
- 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
- 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
- Configuration mangement
- 90%9.0
- Asset management dashboard
- 100%10.0
- Policy and contract enforcement
- 90%9.0
- 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
- Single Self Service and automation
- Student support forms and smart routing of requests and incidents
- Real-time dashboards for all roles
IVanti Service Manager - great product if you have the ability to customize to your business. Very powerful
- 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.
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 70%7.0
- Service restoration
- 50%5.0
- Self-service tools
- N/AN/A
- Subscription-based notifications
- 80%8.0
- ITSM collaboration and documentation
- 70%7.0
- ITSM reports and dashboards
- 70%7.0
- Configuration mangement
- 80%8.0
- Asset management dashboard
- N/AN/A
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- N/AN/A
- Change calendar
- N/AN/A
- Service-level management
- N/AN/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
- Ticketing
- CI Tracking
- Knowledge base
- project management
- Using it to alert on old VM copies
- tracking expiration dates
- Time tracking
- change logs
Frontrange ITSM review (older version)
- 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.
- 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.
- Incident Management
- The basis for SLA tracking.
- Asset Management
- Some reporting.
- CMDB if upgraded.