Ivanti Service Manager is a great product to help your IT Service Teams be more efficient
September 13, 2022

Ivanti Service Manager is a great product to help your IT Service Teams be more efficient

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

Overall Satisfaction with Ivanti Service Manager (powered by Heat)

We use Ivanti Service Manager to provide a Self Service IT support to over 15,000 employees at our organization. ISM is the main intake portal for Service Requests and IT Incident reporting. IT Service teams are dispatched and their processes and response times are measured using the system. We also use the Change Management and Problem Management modules of the system.

Pros

  • The system helps us define the business processes of IT Service teams to make them repeatable and more efficient
  • ISM makes our Service Desk much more efficient by making historical data of our customers easily accessible
  • We use the system to track our current and historical computer inventory in the CI database. This makes purchasing and compliance metrics much more efficient and reliable

Cons

  • I would like to see the expanded use of web hooks to help us integrate with external systems even more.
  • Documentation about more complicated processes is not always clear. However, I often rely on the Ivanti user forums which is very helpful and kept up to date.
  • More options for configuring the mobile app would be appreciated. I believe this is coming in the near future.
  • Helping IT Service Teams define their processes and Service Level agreements has made them much more efficient
  • Our Service Requests for new and update network accounts has been used over 2500 times this year. This automated process has saved the AD team from performing 90% of the routine account tasks
  • The Change Management module of the system has helped our organization to be more secure and helped us to manage the risks involved with large and small IT changes.
From what I've seen of ServiceNow, Ivanti Service Manager seems to be easier to configure for smaller teams. In addition, the expense necessary to fully build-out a ServiceNow system was much larger. Both systems follow ITIL framework recommendations quite closely, which was a major feature we were looking for in a Service Management system.

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?

Yes

Would you buy Ivanti Neurons for ITSM again?

Yes

We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks.

Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.

Ivanti Neurons for ITSM Feature Ratings

Incident and problem management
8.6
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
8
Self-service tools
9
Subscription-based notifications
7
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
8.3
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
8
Change management
9.3
Change requests repository
10
Change calendar
9
Service-level management
9

Comments

  • Jaymallya Chowdhuri | TrustRadius Reviewer
    Jaymallya Chowdhuri
    commented a year ago
    Hi, We need to implement a similar kind of automation in our environment. Can you please guide us a little bit?

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