Service and Asset Management on steroids!
Updated May 22, 2023
Service and Asset Management on steroids!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Ivanti Neurons for ITSM
Ivanti Service Manager (ISM), formerly HEAT, and now known as Ivanti Neurons for ITSM, is an ITSM ticketing tool that Fortune 500 and Global 500 clients use for Incident Management, Change Management, Release Management, Knowledge Management, Problem Management, Service Requests, Self Service Portal, Project Management, Event Management, CMDB, Configuration Management, Asset Management (ITAM), and workflow automation.
I have been working with this ticketing tool for 27+ years and have 100+ Implementations worldwide in the UK, Europe, Australia, New Zealand, Singapore, Canada, USA. I also have ServiceNow and Remedy experience so I'm not completely biased when I say that Ivanti Neurons is the best "enterprise" solution given the strategic position Ivanti has with its line of products. ServiceNow certainly is attractive, but I would say it's the Mazda Miata of ITMS, flashy, cool, and fading. Remedy is old technology. Cherwell recently was acquired by Ivanti so with that said, IMNO Ivanti is to ITSM what SAP is to ERP.
I have been working with this ticketing tool for 27+ years and have 100+ Implementations worldwide in the UK, Europe, Australia, New Zealand, Singapore, Canada, USA. I also have ServiceNow and Remedy experience so I'm not completely biased when I say that Ivanti Neurons is the best "enterprise" solution given the strategic position Ivanti has with its line of products. ServiceNow certainly is attractive, but I would say it's the Mazda Miata of ITMS, flashy, cool, and fading. Remedy is old technology. Cherwell recently was acquired by Ivanti so with that said, IMNO Ivanti is to ITSM what SAP is to ERP.
- 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.
- Consulting engagement budget can balloon with Ivanti Business Partners.
- With freelance consultants the ROI has significantly improved with improved automation, workflows, and integration.
- ServiceNow, Cherwell Service Management, BMC Track-It! and BMC Helix ITSM (Remedy)
There is no comparison. Ivanti Neurons for ITSM (Ivanti Service Manager) outperforms them all. ServiceNow looks great on the surface and has amazing marketing, however you need deep pockets and a very long implementation cycle. BMC's Track-It and Remedy are near end of life. Cherwell, a Frontrange/Ivanti Service Manager spin-off falls short in many features and client base however was recently acquired by Ivanti and now brings some fresh functionality and momentum.
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?
Yes
Did implementation of Ivanti Neurons for ITSM go as expected?
Yes
Would you buy Ivanti Neurons for ITSM again?
Yes