Feature rich, configurable, affordable.
January 22, 2021

Feature rich, configurable, affordable.

Anonymous | TrustRadius Reviewer
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.
  • 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.
  • 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.
The support we've had from Ivanti has been excellent. While we might not always get the answer we want, they always take the time to listen, to test and troubleshoot and do their best to solve the problem or help us find a suitable workaround.

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

There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
It's a great system for anyone between wanting something that's just plug-n-play that works out of the box, or someone who wants to shape it to make it their own, and do things their way. It's easy to build your processes into the system, or you can just run with how it's been preconfigured. One of it's limited features is document management. While the system will allow you to upload documents to a record, it's purely storage. It's not suitable for processes that require document processing functionality.

Ivanti Neurons for ITSM Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Service restoration
6
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
6
ITSM reports and dashboards
8
Configuration mangement
10
Asset management dashboard
8
Policy and contract enforcement
10
Change requests repository
10
Change calendar
6
Service-level management
9