Service and Asset Management on steroids!
Updated May 22, 2023

Service and Asset Management on steroids!

Gregor Anton | TrustRadius Reviewer
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.

  • 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.
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.

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Would you buy Ivanti Neurons for ITSM again?


Ivanti Neurons for ITSM/ITAM (formerly Ivanti Service & Asset Manager) with the help of experienced consultants is well suited for progressive companies interested in bringing their service desk and IT operations to the next level with a holistic approach and overview, implementation of workflows and automation to streamline processes and enable the Service Desk and IT to work on the business instead of in the business.

Ivanti Neurons for ITSM Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management

Ivanti Neurons for ITSM Support

Ivanti Support does a reasonably good job at support but lacks hands-on consulting expertise and ability to raise enhancement requests. Ivanti outsources all their project to business partners, so experience will vary. Working directly with an experience ISM Consulting company like a19 consulting overcomes many obstacles and hurdles faced with business partners.