Feature rich, configurable, affordable.
January 22, 2021
Feature rich, configurable, affordable.

Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Ivanti Service Manager (powered by Heat)
It first started as for us as an IT ticketing system but we soon realised the capability of the platform and began deploying it across the organisation as an Enterprise Service Management system. It's now being used by over 100 teams between various departments including Human Resources, Finance, Facilities, ICT, Professional Services etc. It's enabled us to provide a platform for many services which have until now been served through paper forms and emails.
Pros
- Configurability. Imagination is your only limit at times.
- Workflows. You can automate (semi or fully) complicated processes
- Ability to expand. You're not locked down to the out of the box modules, you can create your own to serve your specific use cases with relative ease.
Cons
- New features aren't always road tested and sometimes it feels like it's up to the users to be the beta testers.
- Limitations to being cloud hosted. While it's certainly preferrable, there's some more advanced/niche features you miss out on which you would otherwise have had access to were you on-prem.
- Ability to digitise and streamline processes which has been really useful for teams used to primarily working with emails and paper.
- Process automation. Removed busy work so staff have more time to do better things.
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
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