Ivanti ITSM Reviews & Product Details

What i like most is the sheer flexibility of the workflow engine and business objects. Once you get past the initial learning curve, you can pretty much customize any business process or approval path your org needs. The automated bots in Neurons are also really nice for pushing quick self-healing scripts straight to endpoints from a ticket, which saves our tier 1 team a lot of manual steps. Review collected by and hosted on G2.com.

The learning curve is pretty steep to be honest. If you don't have a skilled admin who understands the backend architecture and quick actions, it is easy to clutter the database or mess up relationships. Also the admin UI feels a bit outdated compared to some newer cloud platforms, and vendor support resolution times can be hit or miss depending on who gets assigned. Review collected by and hosted on G2.com.

What stands out most is Ivanti's ability to run a single, unified platform while cleanly managing different business entities—from banking to grocery and retail. Its Organizational Unit (OU) structure and role-based access controls let us enforce strict data segregation so sensitive financial data stays isolated, even while operating under a shared IT services model.

On top of that, the flexible workflow engine handles complex, cross-subsidiary approval paths with ease, and the built-in ITIL frameworks give group leadership clear, single-pane visibility into SLAs, operational efficiency, and overall performance. Review collected by and hosted on G2.com.

The biggest pain point is the Request Offering form designer. The engine defaults to a rigid, vertical stacked flow. Trying to place fields side-by-side to build clean, compact forms requires frustrating workarounds like inserting hidden HTML controls, adjusting CSS, or constantly dropping in Row Aligners just to stop the form from turning into an endlessly long scrolling list. Review collected by and hosted on G2.com.

What I like best about Ivanti Neurons for ITSM is how it brings incidents, problems, changes, and requests into one place. The automation and self-healing features catch issues like low disk space before we even notice, and the self-service portal has cut down routine tickets a lot. Setup takes patience, but worth it. Review collected by and hosted on G2.com.

Honestly, the interface still feels a bit dated compared to some newer ITSM tools — it gets the job done, but it's not the most modern-looking dashboard. The initial setup and configuration also took longer than we expected, especially getting all the workflows and forms customized to fit our processes. There's a real learning curve for admins, and it took a few months before our team felt fully comfortable managing the backend. Reporting is solid but could use more flexibility for building custom dashboards without needing extra help. Also, when rolling it out across multiple departments, some of the initial integration work with our existing tools took more time and back-and-forth with support than we anticipated. None of these are dealbreakers, but they're worth knowing going in. Review collected by and hosted on G2.com.

Easy of use Flexibility for expansion Feature set Review collected by and hosted on G2.com.

There is a lack of out of box integrations with other tools. Review collected by and hosted on G2.com.

I really like using Ivanti Neurons for ITSM because of its self-healing bots and low-code workflow design. These features help me eliminate ticket tax and reduce mean time to resolution (MTTR) while scaling IT support efficiently. I'm also impressed by the AI routing, which allows us to scale our support without increasing headcount. Additionally, the initial setup was easy, making it a smooth transition for the team. Review collected by and hosted on G2.com.

Legacy code, reporting and advanced analytics complexity Review collected by and hosted on G2.com.

I like Ivanti Neurons for ITSM because it centralizes our IT service management, bringing incidents, service requests, changes, and asset information into one platform. The interface is organized, and once configured, it's easy to manage tickets, track requests, and automate routine tasks, which is a big plus for our team. The initial setup was very easy, with straightforward installation and core features. Review collected by and hosted on G2.com.

Area that could be improved is the user interface, which can feel a bit dated and overwhelming at times, especially for new users. Some advanced configurations and workflow customizations often require experienced administrators. I'd like to see a cleaner, more modern interface with simpler navigation and less clutter on the main screens. Review collected by and hosted on G2.com.

I really appreciate how easy it is to manage all support tickets in one place with Ivanti Neurons for ITSM. The simple dashboard is user-friendly, allowing me to see all open tickets and their status in one glance, making it easy to prioritize what needs attention. The automation features are a huge time saver, as they handle routine tasks efficiently. Also, I found the initial setup to be straightforward and overall very good. Review collected by and hosted on G2.com.

I find the user interface could be better. Some settings and advanced options can be hard to find, especially for new users. I experience slowness when loading large lists or reports. Review collected by and hosted on G2.com.

I like how Ivanti Neurons for ITSM has significantly improved our IT team's day-to-day operations. We use it mainly for incident and ticket management, service request fulfillment through the self-service portal, and change management workflows. The unified console provides excellent visibility across tickets, assets, and change requests, all without needing to switch between multiple tools. The features like complete incident context, asset visibility, and change awareness help us make faster and more informed decisions, as all the relevant information is available in one place. This allows our engineers to focus on diagnosing and resolving issues more efficiently instead of spending time collecting data from multiple systems. Review collected by and hosted on G2.com.

I find that the integration with third-party tools could be improved. Ivanti Neurons for ITSM integrates with many tools, but simplifying integration with security platforms, cloud services, and collaboration tools would reduce implementation time. Review collected by and hosted on G2.com.

The best part of Ivanti Neurons for ITSM, in my experience, is its automation (“Neurons”), which helps cut down on manual ticket handling through smart workflows and self-healing actions.

It also stands out for its low-code workflow builder, which makes it easier to tailor IT processes without requiring a heavy development effort. Review collected by and hosted on G2.com.

Common downsides of Ivanti Neurons for ITSM include that it can be complex to implement and configure, particularly for teams migrating from simpler ITSM tools.

It can also feel heavy from an administration standpoint, with a noticeable learning curve around workflows, integrations, and properly tuning automation.

Some users note that the out-of-the-box experience isn’t always fully optimized, so you tend to get the most value only after significant setup and customization. Review collected by and hosted on G2.com.

Ivanti for ITSM has been a great help for us. It has helped us a lot in our employee onboarding and managing other employee-related functions. It's highly customizable and it can easily be integrated with any tool. Review collected by and hosted on G2.com.

The process of understanding it initially is quite difficult but overall it's a great tool Review collected by and hosted on G2.com.