Skip to main content
TrustRadius
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.

Read more
Recent Reviews

TrustRadius Insights

Efficient Asset Management: Many users have found the Asset Management feature on workstations to be highly efficient and effective in …
Continue reading

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

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 …
Continue reading

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 …
Continue reading
Read all reviews

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

View all pros & cons
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?

54 people also want pricing

Alternatives Pricing

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…

What is Atera?

Atera is a platform that enables IT professionals to gain access, visibility, and control over all their networks and devices from anywhere. Users can manage their IT operation from patch management, IT automations, advanced reporting, alerts, helpdesk, ticketing, and it features dozens of…

Return to navigation

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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

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

(1-22 of 22)
Companies can't remove reviews or game the system. Here's why
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.
Gregor Anton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Ivanti Service Manager (ISM), formerly HEAT, and now known as Ivanti Neurons for ITSM, is an ITSM ticketing tool that Fortune 500 and Global 500 clients use for Incident Management, Change Management, Release Management, Knowledge Management, Problem Management, Service Requests, Self Service Portal, Project Management, Event Management, CMDB, Configuration Management, Asset Management (ITAM), and workflow automation.

I have been working with this ticketing tool for 27+ years and have 100+ Implementations worldwide in the UK, Europe, Australia, New Zealand, Singapore, Canada, USA. I also have ServiceNow and Remedy experience so I'm not completely biased when I say that Ivanti Neurons is the best "enterprise" solution given the strategic position Ivanti has with its line of products. ServiceNow certainly is attractive, but I would say it's the Mazda Miata of ITMS, flashy, cool, and fading. Remedy is old technology. Cherwell recently was acquired by Ivanti so with that said, IMNO Ivanti is to ITSM what SAP is to ERP.






Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Ivanti Neurons for ITSM across our IT solution. The main use is for logging, prioritising and resolving incidents and requests from across the organisation, we also use it for change management within the IT team. We use a number of additional areas, such as problem, major incident, post incident review, SLAs, suppliers and event alerting too.
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.
Score 9 out of 10
Vetted Review
Verified User
We use Ivanti Service Manager to provide a Self Service IT support to over 15,000 employees at our organization. ISM is the main intake portal for Service Requests and IT Incident reporting. IT Service teams are dispatched and their processes and response times are measured using the system. We also use the Change Management and Problem Management modules of the system.
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.
Jesse Miller | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it across many different business units. The primary features we use are basic help desk (Incident), Problem, Change, Reporting, Service Requests, Knowledge Base, automation between Ivanti Asset Manager EPM, and other Ivanti products.
George Velianitis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are using Ivanti Service Manager in our company in order to provide the end users with a robust tool to submit their requests and report any incidents. The inclusion of Configuration Items helps us organize and administer the thousands of devices and systems registered. By using workflows and approvals in the request offerings, we also provide a solution towards managing / structuring business processes.
Score 9 out of 10
Vetted Review
Verified User
Ivanti Service Manager (powered by Heat) is currently being used by the company for ticket creation and resolution services. We use in the IT department, HR, payroll, security, IT security, and supply, to name a few.
Score 9 out of 10
Vetted Review
Verified User
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 Management. Ivanti Service Manager allows us all to get the work done as efficiently as possible!
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
March 16, 2021

Great ITSM product

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Whole organization is using the application for Information Services incidents and service requests. Addresses all needs for IS requests and allows us to track our tasks, incidents, service requests, changes, etc.
Score 9 out of 10
Vetted Review
Verified User
It first started as for us as an IT ticketing system but we soon realised the capability of the platform and began deploying it across the organisation as an Enterprise Service Management system. It's now being used by over 100 teams between various departments including Human Resources, Finance, Facilities, ICT, Professional Services etc. It's enabled us to provide a platform for many services which have until now been served through paper forms and emails.
Cameron Council | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Ivanti Service Manager was being utilized as a ticketing and accountability tool to manage work within a 35 member IT department. It was being used to log tickets for a Helpdesk, and Classroom Support department as well as track major projects for Network and Infrastructure, Information Security, Card Management, Development, and track purchases and inventory. The plan was to implement this product for is project tracking and automation features to better track and monitor projects to ensure accountability as well as provide automation for purchasing new equipment and providing support.
Score 8 out of 10
Vetted Review
Verified User
Ivanti Service Manager is used for managing tickets in our Business Support Centre as well as Incident, Problem and Change Management within our IT Service Desk.
Score 9 out of 10
Vetted Review
Verified User
Ivanti Service Manager is used by our internal facing customer service departments such as IT and facilities. All departments use the software as end users and it is used to manage projects, tickets, and work order requests. We are also doing some automation work such as AD account provisioning and reoccurring tasks such as air filter replacements or other timed maintenance needs.
Daniel Cogny | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Ivanti Service Manager was brought in to my organization as an IT Service Management tool, to better support the HelpDesk clients (the rest of the organization). But, once established in IT, other departments that offer internal services showed interest in maintaining a catalogue and being able to get reports on their performance.

Currently is used by 6 other departments, with some more showing interest too.

Besides the Service Management part, it is also being used as an Asset Management tool, allowing us to better control our assets.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
There are a handful of deploys for different service lines in our company. It serves as a call and issues tracking system with a custom requirement in place for each instance. Our service line, in particular, is the only known one in our company that integrates the Service Manager application with the Ivanti Voice product.
March 01, 2018

The HEAT is on.

Christian Storb | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
With HEAT Service Management many of our customers manage numerous service interactions every day across the whole organization. HEAT Service Management includes Incident Management, Problem Management, Change Management, Knowledge Management, Workflow Automation, Release Management, Service Level Management, Event Management, Availability Management, Financial Management, Portfolio & Project Management and much more.
Return to navigation