TrustRadius Insights
Efficient Asset Management: Many users have found the Asset Management feature on workstations to be highly efficient and effective in …
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.
Recent 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
- 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
- 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!
- 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 IT...
Ivanti Consultant (formerly HEAT Consultant)
a19 Consulting (Information Technology & Services, 1-10 employees)
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
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Product Details
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- Competitors
- Tech Details
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What is Ivanti Neurons for ITSM?
Ivanti Neurons for ITSM Competitors
Ivanti Neurons for ITSM Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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).
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!
- 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
(1-22 of 22)Companies can't remove reviews or game the system. Here's why
November 03, 2023
Easily Customized Service Management Solution
Score 10 out of 10
Vetted Review
Verified User
- 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.
May 22, 2023
Service and Asset Management on steroids!
Score 10 out of 10
Vetted Review
Verified User
- Consulting engagement budget can balloon with Ivanti Business Partners.
- With freelance consultants the ROI has significantly improved with improved automation, workflows, and integration.
November 18, 2022
Excellent custom features make this a really rich ITSM product
- Tickets are resolved in half the time that they used to be
- Users can clearly see an escalation route if needed which prevents frustration
- Fewer tickets are falling through the cracks thanks to dashboards
October 18, 2022
An excellent customizable product
Score 8 out of 10
Vetted Review
Verified User
- 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
September 13, 2022
Ivanti Service Manager is a great product to help your IT Service Teams be more efficient
Score 9 out of 10
Vetted Review
Verified User
- Helping IT Service Teams define their processes and Service Level agreements has made them much more efficient
- Our Service Requests for new and update network accounts has been used over 2500 times this year. This automated process has saved the AD team from performing 90% of the routine account tasks
- The Change Management module of the system has helped our organization to be more secure and helped us to manage the risks involved with large and small IT changes.
July 08, 2022
An ITSM platform which easily adapts to support countless lines of business outside of IT
Score 9 out of 10
Vetted Review
Verified User
- 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
- Customer-enabled automation
- Higher efficiencies
- Better asset tracking
December 17, 2021
Powerful and customizable product. Room for improvement regarding performance and search functionality
- Adopted by the business community as a unified tool for managing services
December 14, 2021
Great product and easy to use
Score 9 out of 10
Vetted Review
Verified User
- Great ROI and easily recovered
April 28, 2021
The Heat(service manager) is on!
Score 9 out of 10
Vetted Review
Verified User
- Huge! It has automated almost everything we throw at it, giving us the time to work on what matters most - innovation!
April 27, 2021
IVanti Service Manager - great product if you have the ability to customize to your business. Very powerful
- 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
March 16, 2021
Great ITSM product
- Helped with self service
- Email intake could be better
- Allowed expansion to other departments
January 22, 2021
Feature rich, configurable, affordable.
Score 9 out of 10
Vetted Review
Verified User
- Ability to digitise and streamline processes which has been really useful for teams used to primarily working with emails and paper.
- Process automation. Removed busy work so staff have more time to do better things.
January 16, 2021
eyebrow raising
- Transitional work ticket flow has decreased (less problems).
- Allows for more time to be spent on other projects.
- Newer employees were easily trained.
October 04, 2019
ISM, automation is everything
Score 7 out of 10
Vetted Review
Verified User
- In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
- In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.
February 12, 2019
Solid and reliable Service Delivery solution with ample of out-of-the-box modules and features to hit the ground running
Score 8 out of 10
Vetted Review
Verified User
- Significantly reduced our administration by automating key reports and notifications
- Improved visibility of key metrics to aid driving behavior
February 07, 2019
A ticket system that works quite well
Score 9 out of 10
Vetted Review
Verified User
- Issues are not forgotten like emails and a ticket has to be resolved to close
- Issues are all documented again unlike email
- Cost is reasonable for the benefit provided.
January 26, 2019
Great ITSM Solution
Score 8 out of 10
Vetted Review
Verified User
- Automated workflows has decreased time to complete service requests
- Ease of logging and searching has made reporting more efficient
- The ability to set knowledge article to expire and require annual reviews has cleaned up our article database
January 26, 2019
Powerful (sometimes too much)
- Allowed to shorten the resolution time.
- Much more and better info for decision making.
- Our instance has introduced integration of HEAT Voice and HEAT CRM to our contact center, which has resulted in reporting efficiencies in our group.
- The product has allowed an in-house team to administer the product and support it rather than rely on our IT Organization for basic reporting and administrative needs ($$ savings)
- A browser-based application has eliminated the time expended on installing the product for newer users.
March 01, 2018
The HEAT is on.
- HEAT Service Managment ensures that any IT organization can align itself with strategiccal business initiatives and service management goals.
July 08, 2014
Frontrange ITSM review (older version)
Score 7 out of 10
Vetted Review
Verified User
- 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.