Item: Ivanti Neurons for ITSM
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

There are a handful of deploys for different service lines in our company. It serves as a call and issues tracking system with a custom requirement in place for each instance. Our service line, in particular, is the only known one in our company that integrates the Service Manager application with the Ivanti Voice product.

Pros and Cons

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.

Return on Investment

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.

Alternatives Considered

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.

Other Software Used

Microsoft SQL Server, Remote Desktop Manager, Skype for Business, ServiceNow

Likelihood to Recommend

This product is an ideal tracking tool for contact centers like a technical support desk, IT Service Desk, or other incident management type of support service. The out-of-the-box capabilities it has to make sure 'incidents' don't fall by the waist side once created is extensive. The product is not ideal in my opinion for a shop that does not require a high-level of structure to tracking service center activity (smaller organizations that may otherwise use other tracking alternatives like custom web solutions developed in-house or equivalents).

Ivanti Service Management integration with HEAT Voice? How did that work out?

Overall Satisfaction with Ivanti Service Manager (powered by Heat)