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An excellent customizable product
Updated October 18, 2022

An excellent customizable product

Michael Abraniuk | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

Ivanti Service Manager (powered by Heat) is completely customizable and can be process driven. Excellent product for multiple departments (IT, HR, etc.) to use service requests. A lot of work at the front will pay off at the end. Since it can do so much, it is hard to decide what you want it to do at the start. If you are implementing it, take your time to decide which of the modules you need (Incident, Service, Problem, Change, etc.) and implement those. Get used to them and then expand. Gives too many notifications out of the box but those can be turned off or removed.
  • Customized service requests
  • Customized dashboards
  • Customized processes
  • Too many notifications out of the box
  • Automation of our phishing button in Incident saves about 70 hours of work per year
  • Tracking of tasks shows the true amount of work
  • Started departments outside of IT on tracking requests

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?

No

Would you buy Ivanti Neurons for ITSM again?

Yes

Well suited: Equipment request from a catalog, password reset where authorization is required, software change requests, problem management, using calendars, several departments that may interact

Ivanti Neurons for ITSM Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
9
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change management
9.0
Change requests repository
8
Change calendar
10
Service-level management
Not Rated

Using Ivanti Service Manager (powered by Heat)

30 - IT and HR
1 - Account administration (similar to AD), Developer (flowcharting with some code)
  • Tracking of work
  • Prioritization of issues
  • Service catalog
  • Change of personal information requests
  • On-boarding
  • Off-boarding
  • Project Management
Just signed the PO

Ivanti Service Manager Support

Support is very responsive
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, the support available is already excellent. Most of the support people are or can refer you to the system engineers
During the initial setup

Using Ivanti Service Manager

Our end clients have a greater uptake of the automated service requests than previously

Relationship with Ivanti

Very knowledgeable but expensive. Balancing their time on the implementation was a challenge. Try to develop the expertise in house through training after implementation to reduce costs.