Item: Ivanti Neurons for ITSM
Rating: 8
Author: Calvin Tracy

Use Cases and Deployment Scope

Ivanti Service Manager (powered by Heat) helped in evaluating vulnerabilities and helped with security fixes.
We have a few Mac's and were looking to see if we could even implement the service with Linux Clients.

Pros and Cons

Asset management on workstations.
Software updates were completed with the latest security fixes.
Remote assistance can be implemented expediently.

Had a little trouble sending some files remotely a few times, but it could have been on our end.
The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.

Return on Investment

Transitional work ticket flow has decreased (less problems).
Allows for more time to be spent on other projects.
Newer employees were easily trained.

Support Rating

The Ivanti Service Manager has proven to be essential for our gradual transition. We are researching various software and hardware options to suit our needs.

Key Insights

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

Usability

The system is well balanced and and presented beautifully.
The expandability of the program allows for users to interact with the changes in work flow and security management. The remote user assistance feature allows for quick and immediate responses from clients and helps Service Desk Staff troubleshoot and diagnose problems in a timely manner.

Likelihood to Recommend

The work environment we use has some older machines as well as newer machines we are in the process of upgrading and researching new software that is compatible with what we have until we can make a full transition. Hopefully, we will have replaced all our older equipment in a few months to keep in step with the demand for our clientele that will be working from home.

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Overall Satisfaction with Ivanti Service Manager (powered by Heat)