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
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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
- 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.
May 22, 2023
Service and Asset Management on steroids!
Score 10 out of 10
Vetted Review
Verified User
- 100% ITIL Process Compliance.
- Dashboards, Reporting, Analytics.
- Workflow Automation.
- Holistic Overview of IT Health.
- Easily customizable.
- Self Service customer portal.
- Integration (ERP, CRM, EPM, SCCM, Discovery Tools, Softchoice, Active Directory).
- HR Automation (Onboarding, Offboarding, Changes).
- Change Control including Change Notifications.
- Asset Scanning, Asset Management, Asset Integration.
- Policy and Contract Management.
- Software Inventory and Software Entitlement.
- Procurement Integration (Purchase Orders, Invoices, Shipments, Packing Slips, Product Catalog).
- Approval Workflows.
- Audit Capabilities.
- Knowledgeable consultants are difficult to find, even the most senior consultants lack the in-depth knowledge and expertise that companies like mine bring to the table.
- Ivanti and Ivanti Business Partner consultant rates are extremely high and lack expert knowledge and experience.
- Product support outside of United States and Canada.
- Project Management Module is under utilized and over customized.
- Workflow automation and integration require seasoned consultants to fully utilize to their potential.
November 18, 2022
Excellent custom features make this a really rich ITSM product
- Logging and escalating tickets
- Tracking updates from suppliers
- Knowledgebase articles
- Self service portal
- SLAs are difficult to track sometimes
- Reporting is very ineffective
- Can be too customisable in places
October 18, 2022
An excellent customizable product
Score 8 out of 10
Vetted Review
Verified User
- Customized service requests
- Customized dashboards
- Customized processes
- Too many notifications out of the box
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
- The system helps us define the business processes of IT Service teams to make them repeatable and more efficient
- ISM makes our Service Desk much more efficient by making historical data of our customers easily accessible
- We use the system to track our current and historical computer inventory in the CI database. This makes purchasing and compliance metrics much more efficient and reliable
- I would like to see the expanded use of web hooks to help us integrate with external systems even more.
- Documentation about more complicated processes is not always clear. However, I often rely on the Ivanti user forums which is very helpful and kept up to date.
- More options for configuring the mobile app would be appreciated. I believe this is coming in the near future.
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
- 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
- Request offerings
- Task workflows
- Help desk for individual business units
- Automation between products
- Update sequence doesn't match the other products; must install every incremental update
- On-prem does not get the same love as cloud. Features are available years after they are released to cloud customers
- The product's architecture is going through a maturing phase. For cloud this is not as much of an issue, but for on-premises customers, this can be painful to go though.
December 17, 2021
Powerful and customizable product. Room for improvement regarding performance and search functionality
- Workflows help optimization of processes
- Handling big amounts of data
- Variety of customization options
- Performance
- Quality check before new versions are released
- Search functionality
December 14, 2021
Great product and easy to use
Score 9 out of 10
Vetted Review
Verified User
- Ease of use
- Great customer service
- Executive sponsor and support
- Supportive sales team
- Do not rush products till they are fully ready
- Work to customize more
- Offer different ways to download cloud data
April 28, 2021
The Heat(service manager) is on!
Score 9 out of 10
Vetted Review
Verified User
- Customization is key! It is able to almost fit any scenario we throw at it, allowing us to fit the tool to us rather then the other way around.
- Knowledge module needs some work, especially the built in editor.
April 27, 2021
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.
March 16, 2021
Great ITSM product
- Customizable
- Good community
- Great Support
- Reliable
- Quicker Updates
- Less Errors
- More Calendar Functionality
January 22, 2021
Feature rich, configurable, affordable.
Score 9 out of 10
Vetted Review
Verified User
- Configurability. Imagination is your only limit at times.
- Workflows. You can automate (semi or fully) complicated processes
- Ability to expand. You're not locked down to the out of the box modules, you can create your own to serve your specific use cases with relative ease.
- New features aren't always road tested and sometimes it feels like it's up to the users to be the beta testers.
- Limitations to being cloud hosted. While it's certainly preferrable, there's some more advanced/niche features you miss out on which you would otherwise have had access to were you on-prem.
January 16, 2021
eyebrow raising
- Asset management on workstations.
- Software updates were completed with the latest security fixes.
- Remote assistance can be implemented expediently.
- Had a little trouble sending some files remotely a few times, but it could have been on our end.
- The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
- We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.
October 04, 2019
ISM, automation is everything
Score 7 out of 10
Vetted Review
Verified User
- High level visibly, ISM allows for instant visibility of projects and tickets to allow upper management visibility and metrics.
- Automation, the built-in automation tools allow for several steps to be automated to take out the manual click work for some repetitive tasks.
- User Empowerment, ISM provides a user portal that allows the user base to log issues as well as check on the status of their issue from anywhere they have a network connection.
- The software is technical, very technical. A 4-day training is needed in order to administer this software properly.
- Customization, but almost to a fault. The software allows for endless customization which can be nice but if someone does not know what they are doing they can quickly break the software by editing or deleting the wrong business object.
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
- Very easy to perform administrative tasks, which helps reduce time to market significantly
- Intuitive interface
- Great out of the box offerings aiding to hit the ground running
- Can improve on product support in EU
- Scaling the Workflow/Business Rule engine to handle higher volumes
February 07, 2019
A ticket system that works quite well
Score 9 out of 10
Vetted Review
Verified User
- Self service portal allows for users to enter their own data anytime
- Reminders keep priority issues remembered and focused on
- Automation abilities do exist. We provision AD accounts based on HR information.
- Automation could be a little more built in and accessibility
- Managing service requests and incidents are two separate areas
- Project management is the weakest of the 3 tenants
January 26, 2019
Great ITSM Solution
Score 8 out of 10
Vetted Review
Verified User
- Workflows make assigning service requests and tasks very efficient
- There’s a lot of flexibility and customization options
- The ability to pull information in from other sources helps reduce redundant work
- Hopefully this has changed, but when we implemented the tool we had 4 different analysts work with us, because the previous ones quit. None of them passed the knowledge off so we had to start over each time.
- The backend can be a little messy at times. It can be difficult to disable or remove a field because it’s tied to so many different modules.
January 26, 2019
Powerful (sometimes too much)
- Customization. It is highly customizable, our system looks nothing like the out of the box (OOB) one!
- Flexibility. We are using it in several departments that offer completely different types of services, it is handling all of them well.
- Support. Their support is always available, and they are very knowledgeable, they got me out of a few bumps on the road.
- Customizable design. It uses web technologies for the front end, I would like to be able to get a full CSS control over its looks. To be fair, it currently has some "branding" capabilities (colors, logo, letter font), but I miss the option of design the form of the text boxes, for example.
- Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
- A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
- There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.
- There are times when various browsers and the product don't always cooperate. We have seen from time to time on-screen controls not operate as expected with certain browsers.
- Customizing controls such as forms, grids, fields, etc. is not very intuitive. Lots of research can be required to accomplish even the simplest tweak.
- Very limiting in the ability to import/export large amounts of data via the Application Administrator. The process itself of importing data via the product is not intuitive.
March 01, 2018
The HEAT is on.
- HEAT Service Management is available on-premise and in the Cloud.
- HEAT Service Management has received certification from Pink Elephant and Serview for 13 ITIL processes,
- HEAT Service Management provides a lot of integration capabilities. It's easy to create integration links between HEAT SM and existing systems and data sources via Web Service Interfaces (SOAP, REST).
- No chatbot for Self Service available.
July 08, 2014
Frontrange ITSM review (older version)
Score 7 out of 10
Vetted Review
Verified User
- 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.