Excellent custom features make this a really rich ITSM product
November 18, 2022
Excellent custom features make this a really rich ITSM product
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Ivanti Neurons for ITSM
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.
Pros
- Logging and escalating tickets
- Tracking updates from suppliers
- Knowledgebase articles
- Self service portal
Cons
- SLAs are difficult to track sometimes
- Reporting is very ineffective
- Can be too customisable in places
- 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
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
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
Do you think Ivanti Neurons for ITSM delivers good value for the price?
Yes
Are you happy with Ivanti Neurons for ITSM's feature set?
Yes
Did Ivanti Neurons for ITSM live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Ivanti Neurons for ITSM go as expected?
I wasn't involved with the implementation phase
Would you buy Ivanti Neurons for ITSM again?
Yes
Comments
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