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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

(1-14 of 14)
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Score 10 out of 10
Vetted Review
Verified User
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!
Gregor Anton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
There is no comparison. Ivanti Neurons for ITSM (Ivanti Service Manager) outperforms them all. ServiceNow looks great on the surface and has amazing marketing, however you need deep pockets and a very long implementation cycle. BMC's Track-It and Remedy are near end of life. Cherwell, a Frontrange/Ivanti Service Manager spin-off falls short in many features and client base however was recently acquired by Ivanti and now brings some fresh functionality and momentum.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Ivanti is far more user friendly than ManageEngine, and has more features than Jira Service Management.
It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless
Score 9 out of 10
Vetted Review
Verified User
From what I've seen of ServiceNow, Ivanti Service Manager seems to be easier to configure for smaller teams. In addition, the expense necessary to fully build-out a ServiceNow system was much larger. Both systems follow ITIL framework recommendations quite closely, which was a major feature we were looking for in a Service Management system.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 9 out of 10
Vetted Review
Verified User
During our RFP and RFI, we were able to review Ivanti Service Manager (powered by Heat) against other companies to see the capabilities and cost structure they offered. Hands down, Ivanti Service Manager (powered by Heat) was an overwhelming success. Having the ability to use a model that is more like a retail company allowed us to expand to what is best for us.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Cameron Council | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
There is no comparison. ISM's customization and scale-ability run circles around both software previously used. Additionally, the implementation of a user portal available outside of a local network provides on the run support for those users who do not work in a traditional office environment. This system has cut down phone calls and inquiries about pending service requests.
Score 8 out of 10
Vetted Review
Verified User
Cherwell is not widely used in South Africa. For us, it was vital to have local representation and partners to assist with support and development.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We went with the HEAT Service Management Product because we already had HEAT Voice in-house, and the advantages of integration were inherent with it. We were offered alternatives to evaluate but opted to remain under the HEAT/Ivanti umbrella because of this integration capability along with the ability to self-configure and implement for our service line.
Score 7 out of 10
Vetted Review
Verified User
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.
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