Excellent custom features make this a really rich ITSM product
November 18, 2022

Excellent custom features make this a really rich ITSM product

Anonymous | TrustRadius Reviewer
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.
  • 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
  • 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

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

Ivanti integrates well into other solutions, meaning our third party can update tickets on their service desk and we can see those updates instantly in our desk. This means that managing tickets with them is really simple and users get up to date notifications on where their ticket is.
Workflows are easy to amend, which is great for guiding different types of tickets through the system

Ivanti Neurons for ITSM Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Service restoration
8
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
5
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
9
Change calendar
8
Service-level management
9