Ivanti ITSM Reviews & Product Details

What I like most about Ivanti Neurons for ITSM is its flexibility and broad range of features. It lets us tailor workflows, forms, and processes to match our organisation’s needs, instead of pushing a one-size-fits-all approach. Once it’s configured, it supports our ITSM operations very well. Review collected by and hosted on G2.com.

The UI and overall user experience could definitely be improved. Although it’s a powerful tool, the navigation and configuration process can sometimes feel more complicated than it needs to be, which makes it harder to use efficiently. Review collected by and hosted on G2.com.

I really like Ivanti Neurons for ITSM's workflow automation for incident routing. It automatically directs tickets to the right team based on category and priority, cutting down on manual triage and speeding up resolution. The reporting dashboards are a great feature too; they give clear visibility into ticket volume, resolution times, and recurring issues, making it easier to spot patterns and improve processes over time. Additionally, the interface is fairly intuitive, with a clean and logically organized layout that makes finding what you need straightforward, so the team required minimal training to get up to speed. Review collected by and hosted on G2.com.

A few things could be better. The reporting dashboards, while useful, aren't always easy to customize, sometimes I want a specific view or metric that isn't readily available without digging through settings. Initial configuration of workflow automation rules also took some trial and error to get right, it wasn't entirely intuitive for more complex routing scenarios. Additionally, performance can lag slightly when handling a high volume of tickets during peak times, which occasionally slows things down when speed matters most. Review collected by and hosted on G2.com.

I use Ivanti Neurons for ITSM to manage incidents, service requests, assets, and IT support efficiently. I like its automation, easy ticket tracking, customizable workflows, and user-friendly interface for IT management. This feature has saved me time, improved teamwork, reduced manual tasks, and provided faster reports to users. Review collected by and hosted on G2.com.

I find the initial setup complex and the advanced configuration requires technical knowledge. I believe the reporting feature needs improvement. Review collected by and hosted on G2.com.

I really appreciate how Ivanti Neurons for ITSM manages everything in one place with a clear view. The advanced generative AI is the best for me as it helps my work a lot by saving my time. I also find the asset management feature valuable because it's good that all data can be looked up on one site. It's great that we can streamline service delivery and automate some aspects of it, like when a user requests hardware and it's directed to the resolver group. The initial setup was very easy for us. Review collected by and hosted on G2.com.

I dislike the lack of support. There is not much information available; I would love some more knowledge base. Also, it takes a lot of RAM. Review collected by and hosted on G2.com.

Self-healing capabilities are a standout it can set up automated responses for recurring endpoint issues, detecting and resolving problems without human intervention. Review collected by and hosted on G2.com.

Initial setup and configuration can be complex and requires experienced administrators or training. Some areas feel dated, and navigating advanced features isn’t always straightforward. Review collected by and hosted on G2.com.

The core part of the system is very old but it's very solid and offers by far the most value compared with anything they have developed in the past 10 years. The best feature of this system is that it's configurable. We've been able to squeeze so much value out of it by being able to build our own modules for bespoke business processes each with their own unique requirements and workflows. This is the biggest perk.

Doesn't have an out of the box solution for X process? No problems, build one. It also doesn't impact system upgrades which is something a lot of products cannot claim. Review collected by and hosted on G2.com.

Ivanti let the product stagnate for the better part of a decade and now they are so far behind and they have struggled to uplift it in even the most basic ways.

For example they have been working on an upgrade to the Self Service interface for about 4 years and it still doesn't support bare-basic functionality nor have they achieved feature parity with older versions. They've also had a stab at trying to improve other parts of the system and there's truly no exaggeration when I say that absolutely none of it has been implemented well. There's a joke amongst the Ivanti community that when they deploy something give it at least a year before you even think to look into it because it's typically so broken and often not fit for purpose.

It's painfully obvious that the current developers have never used the system as a day to day administrator even for a few days because the features they are focusing on and the way in which they are developing them are so far removed from what anyone using this system would want and have been asking for.

Speaking of asking for, Ivanti's User Voice portal is lovingly referred to as "a place where good ideas go to die". There have been ideas on there marked as on the roadmap which are getting close to a double-digit birthday. So little happens in that space and Product Managers will even argue with customers about some of the posts made there. Documentation also has a history of being lacklustre, and continues to be poor. When you're lucky enough to get a new article about something it's usually written with such poor grammar that in one instance I had to log a support ticket to seek clarity about an article and 6 months later I'm still waiting on a reply.

That brings me to support. Support used to be Ivanti's saving grace, the one thing that made all the other pain points palatable but even that declined rapidly in the past two years. When you log a support ticket now it feels like you're interacting with a person who only just learned the name of the product and the only training they had involved being given a link to the Admin help pages (which as mentioned above, are terrible).

Finally, Ops. Ivanti seems to struggle to just keep the service running. At the time of writing this our Prod, Test and Dev environments have all been down twice within a month for a full day each time. They messed up something so badly to cause the outage that they also broke the DR failover location at the same time. On a normal day they seem to struggle with even just monitoring the basics. The amount of times we have to log support tickets about the workflow engine having stopped responding is beyond a joke. Review collected by and hosted on G2.com.

At my company IVANTI ITSM replaced an old Cherwell system, and the new IVANTI system interface was configured to be very similar to the old Cherwell service request system. It was easy to learn to use ivanti. Review collected by and hosted on G2.com.

it was unclear in the UI what the ACTION menu was supposed to be used for. The location of the SUBMIT button was not immediately obvious since it initially seemed to be 'greyed out'. Review collected by and hosted on G2.com.

What stands out most about Ivanti Neurons for ITSM is how it blends automation, intelligence, and user experience into a single platform. Here are the key aspects that are especially strong:

1. Built-in Automation & AI (Neurons capabilities)

The biggest differentiator is the automation and self-healing workflows powered by Ivanti Neurons. It can proactively detect issues, trigger resolutions, and reduce manual intervention. This shifts IT from reactive support to proactive service management.

2. Low-Code / No-Code Flexibility

You can configure workflows, forms, and integrations with minimal coding. This makes it easy to adapt quickly to business needs without heavy development cycles.

3. Strong ITIL Alignment

Ivanti Neurons for ITSM provides solid out-of-the-box support for ITIL processes (incident, problem, change, service catalog), which helps organizations standardize operations and improve governance.

4. Unified Service Management

It’s not limited to IT—departments like HR, facilities, and finance can use the same platform. This enables enterprise service management (ESM) with a consistent experience across teams.

5. User Experience & Self-Service

The self-service portal and knowledge base are well-designed, helping users resolve common issues without contacting support. This improves satisfaction and reduces ticket volume.

6. Cloud-Native and Scalable

Being cloud-based, it offers scalability, faster deployment, and easier upgrades, which is crucial for modern IT environments. Review collected by and hosted on G2.com.

1. User Interface Can Feel Complex

While powerful, the UI is sometimes seen as less intuitive compared to newer competitors. Navigating between modules or configuring advanced features can feel overwhelming, especially for new users.

2. Learning Curve for Advanced Configuration

Although it offers low-code tools, fully leveraging the platform often requires a steep learning curve. More complex workflows, integrations, or customizations can still demand significant technical knowledge.

3. Reporting and Analytics Limitations

The out-of-the-box reporting is functional but not always as flexible or modern as expected. Many organizations find they need additional customization or external tools for deeper insights and advanced dashboards.

4. Performance Can Vary

In some environments, particularly with heavy customization or large datasets, users report performance slowdowns or longer load times.

5. Integration Effort

While integrations are supported, connecting with certain third-party systems can require extra configuration effort or middleware, rather than seamless plug-and-play connectivity.

6. Upgrade and Maintenance Complexity

Upgrades and maintaining customizations across versions can sometimes be time-consuming, especially if there are many tailored workflows or scripts. Review collected by and hosted on G2.com.

I’ve used Ivanti Neurons for ITSM mainly for incident management tracking and overall service management. What I like most is the seamless integration between endpoint security and ITSM workflows, which gives IT teams a centralized view of service delivery. The workflow capabilities, along with real-time visibility into service requests across departments, really stand out. I also value being able to track data lineage, document system workflows clearly, and support governance compliance. Review collected by and hosted on G2.com.

Dashboard customization could be more intuitive. The current limitations around drag-and-drop flexibility, along with the relatively limited DAX-like calculated field options, make it challenging to build clear department-specific views. More customization capabilities would make it easier for teams to tailor what they need and, as a result, improve overall usability and adoption. Review collected by and hosted on G2.com.

User-friendly, easy to integrate, drag and drop developement. AI scope. Online cloud support, swift response, and performance. Customization is very easy compared to other ITSM tools and is cost-effective. Review collected by and hosted on G2.com.

Object mapping error not in detail. AI trial version could have been more useful. KB's in Ivanti Help and actual product terminologies do not match. Real time SLA metrics with calculated fields are not available in Neurons Review collected by and hosted on G2.com.