Ivanti Service Manager (powered by Heat)--designed for all business units
December 30, 2021

Ivanti Service Manager (powered by Heat)--designed for all business units

Jesse Miller | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

We use it across many different business units. The primary features we use are basic help desk (Incident), Problem, Change, Reporting, Service Requests, Knowledge Base, automation between Ivanti Asset Manager EPM, and other Ivanti products.

Pros

  • Request offerings
  • Task workflows
  • Help desk for individual business units
  • Automation between products

Cons

  • Update sequence doesn't match the other products; must install every incremental update
  • On-prem does not get the same love as cloud. Features are available years after they are released to cloud customers
  • The product's architecture is going through a maturing phase. For cloud this is not as much of an issue, but for on-premises customers, this can be painful to go though.
  • Customer-enabled automation
  • Higher efficiencies
  • Better asset tracking
Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!

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

You will need a certified partner to make sure you are configured to meet the needs of your organization. If you use it as is/turnkey then Ivanti Service Manager (powered by Heat) will begin to be more of a clunky product.
There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.
Companies that like to use automation customize the experience for their internal/external customers as well as the ability to scale out. If you want and really need the ability to follow ITIL standards, Ivanti Service Manager (powered by Heat) is a fantastic solution for you. ISM is that perfect fit for companies that also want to track changes, problems, and escalate requests on their help desk, and complete tasks with minimal interaction and time wasted on the customer's end. Asset Management is an optional module for companies that would use that feature set. For those who would use the two parts together, the product goes up to an entirely new level!

Ivanti Neurons for ITSM Feature Ratings

Incident and problem management
8.6
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
8
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
9.0
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
9
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

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