Ivanti ITSM Reviews & Product Details

Out of the box, Ivanti Neurons for ITSM is a good product. But we've found it to be very versatile and highly customizable to our environment. We've built integrations to automate things like employee onboarding and offboarding and other routine tasks. Customer support engineers are responsive and helpful. Review collected by and hosted on G2.com.

The documentation is somewhat sparse. However, there is a well-supported forum and discussion group. Many of our difficult questions were quickly answered in the user forum. Review collected by and hosted on G2.com.

I really like Ivanti ITSM's flexibility and workflow automation. It allows us to customize processes to our internal needs and automate repetitive tasks, saving us from a lot of manual work. The centralized dashboard is also a great feature, making it easy to track incidents, requests, and SLAs all in one place, which has improved our service desk organization and efficiency. Plus, integrating it with tools like Microsoft Teams and Active Directory keeps our user information in sync and helps with seamless communication. Review collected by and hosted on G2.com.

One area that could be improved is the overall user interface, as some screens can feel a bit complex and take time to get used to. Initial configuration and customization can also require significant effort, especially for more advanced workflows. Reporting could be more intuitive and flexible as well. Once everything is properly configured, the platform works well, but simplifying the setup and everyday navigation would improve the overall experience. Review collected by and hosted on G2.com.

Honestly, the best part is how customizable the workflow engine and business objects are. There's a learning curve at first, but after that, you can build almost any approval path or business process you need. Plus, Neurons' automated bots are super handy Tier 1 saves tons of time running self-healing scripts on endpoints directly from tickets. Review collected by and hosted on G2.com.

The platform features a steep learning curve that requires an experienced administrator familiar with backend architecture and quick actions; without this expertise, database management and object relationships can quickly become disorganized. Additionally, the administrator interface appears somewhat dated when compared to contemporary cloud alternatives, and vendor support responsiveness varies significantly depending on the assigned representative. Review collected by and hosted on G2.com.

All corporate devices have endpoint security policies managed by our IT team. The remote desktop sessions log on in seconds across the corporate firewall. Any rogue device is detected immediately when connected to the internal network by the asset inventory scanner. Custom package creation allows to install applications silently in the background. Thousands of devices are simultaneously updated with critical OS updates from the central patch repository. Review collected by and hosted on G2.com.

The Administrative Console consumes a tremendous amount of RAM and frequently freezes during bulk agent deployments. Query times also climb quickly once it starts scanning large subnets, which makes database searches noticeably slower. Review collected by and hosted on G2.com.

The automation capabilities are why we picked it. Before Ivanti, our IT team spent half their day on repetitive tasks - resetting passwords, unlocking accounts, assigning tickets to the right people. Now Neurons handles most of that automatically.

The AI summarization across all business objects rolled out in Q1 2026 and it's been a real timesaver . Instead of reading through long ticket histories, I get a summary of what happened, what was tried, and what resolved the issue. Cuts my triage time by more than half.

The new modern UI with Grid, Kanban, and Gallery views makes the platform much more usable than the old version . Our team prefers Kanban for tracking active incidents. Being able to drag tickets between status columns feels natural.

Agentic AI is currently in customer preview as of early 2026 . We're testing it on low-tier tickets like password resets and software requests. The agent resolves about 60% of them without any human intervention. Tickets just close themselves. That's time our team gets back.

Asset discovery works well too. When we first deployed, Neurons found hundreds of devices we didn't know existed - old laptops, forgotten servers, conference room tablets. Now we actually know what's on our network. Review collected by and hosted on G2.com.

The initial setup was painful. The platform requires significant configuration before it becomes useful . We spent weeks mapping out workflows, setting up business rules, and configuring service level agreements. Getting everything right took multiple attempts.

Customer support has been hit or miss. When we have complex issues, response times can be slow . Simple break-fix stuff is fine. But for deeper problems, we've waited days for real answers. One reviewer on Gartner described the same experience - support is better for quick fixes than for complex issues .

The interface can be overwhelming for new users. There are so many menus and options that people don't know where to start . One new team member called it "flying a 747 from the passenger seat." The modern views help, but the depth is still there.

We've had occasional stability issues. Sometimes the system loads slowly. Rarely, it creates duplicate tickets for the same issue . Ivanti doesn't provide much insight into why these happen, which makes troubleshooting frustrating. Review collected by and hosted on G2.com.

Ivanti Neurons for ITSM is its strong automation and AI-driven service management. The platform reduces manual effort by automatically routing tickets, generating knowledge articles, and helping improve incident resolution times.

The no-code/low-code workflow customization is another big advantage, since teams can design and automate processes without relying heavily on developers.

Features such as AI-powered virtual agents, self-service portals, and proactive issue resolution can improve productivity while also reducing ticket volume. Review collected by and hosted on G2.com.

It offers a lot of flexibility, but configuring workflows, integrations, and automation can take significant time and often requires strong technical knowledge. As a result, onboarding may be challenging for smaller teams or for first-time users.

Another drawback is navigation paths and administrative tasks require extra steps, which can reduce day-to-day efficiency until users become more familiar with how everything is organized. Review collected by and hosted on G2.com.

What I like most is how flexible it is for managing and improving IT service operations. We use it to centralize incident handling, track ticket progress, and keep service workflows consistent. Its REST API and OData support are particularly valuable because they let us integrate the platform with our monitoring and automation tools. As a result, we can automate incident creation, check for duplicate tickets, and strengthen our reporting. The configurable forms, workflows, dashboards, and service categories also make it easier to tailor the platform to our operational requirements. Review collected by and hosted on G2.com.

Some configurations and integrations require a solid understanding of Ivanti’s data structure, business objects, and the relationships between fields. Troubleshooting API queries or workflow behavior can be time-consuming, especially when documentation is sparse or access to the environment is limited. The interface also takes some getting used to for new administrators. More straightforward integration examples, clearer and more actionable error messages, and simplified configuration screens would make implementation smoother and troubleshooting easier. Review collected by and hosted on G2.com.

From my experience working on client support activities, I like Ivanti Neurons for ITSM mainly because it gives us a centralized way to manage incidents, requests, and the associated workflows. In a client environment, processes can vary quite a bit, so the ability to customize workflows, approvals, and dashboards is helpful. I’ve also found the automation useful for reducing repetitive tasks such as ticket routing, notifications and follow-ups. The reporting gives us a good view of ticket status and workload, which helps when monitoring day-to-day operations and discussing service performance with the client. Review collected by and hosted on G2.com.

The main area I would improve is the administration and configuration experience. In client environments, we often have different workflows, approvals and business rules, and making changes can sometimes require more testing than expected because one configuration can affect another process. The platform is flexible, which is a benefit, but it can also make things a little complex for teams that don't work with it regularly. I think a simpler configuration experience, more intuitive screens and clearer troubleshooting documentation would make it easier for support teams to manage changes and resolve issues quickly. Review collected by and hosted on G2.com.

I like Ivanti Neurons for ITSM because it streamlines IT service management by bringing incidents, requests, changes, and other IT processes together in one platform. What I especially appreciate are its automation and workflow capabilities, which reduce manual effort and help teams resolve issues more quickly. Review collected by and hosted on G2.com.

One area that could be improved is the learning curve. Some features and configuration settings take time to understand, especially for new users, and the interface and customization options could be more intuitive. That said, once you become familiar with the platform, it offers strong capabilities for managing IT service processes. Review collected by and hosted on G2.com.

The Service Catalog inside the self-service portal makes getting access to banking systems painless. In our branch, we constantly need specific entitlement approvals for software like core banking apps or elevated active directory roles. Ivanti’s portal filters offerings by role, so I only see forms relevant to my unit. Once submitted, the automated approval routing fires off to my manager and compliance officers instantly, and the "My Items" dashboard lets me track the exact stage of the request without bugging the helpdesk. Also, I like that I get clear email updates whenever an IT analyst comments or resolves an issue, so I don't have to keep chasing people down for updates on critical banking apps. Review collected by and hosted on G2.com.

The initial learning curve for navigating the portal is the only minor drawback, but it quickly pays off once you realize how much time it saves. The system requires detailed business justifications and specific form fields for banking access, which takes an extra minute to fill out, but it guarantees our compliance audits pass seamlessly without back-and-forth emails. Review collected by and hosted on G2.com.