--- title: Ivanti Neurons for ITSM Reviews meta_title: 'Ivanti Neurons for ITSM Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 296 reviews by the users' company size, role or industry to find out how Ivanti Neurons for ITSM works for a business like yours. aggregate_rating: rating_value: 4.0 review_count: 296 scale: '5' date_modified: '2026-08-12' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Ivanti Neurons for ITSM Reviews **Vendor:** Ivanti **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.0/5.0 **Total Reviews:** 296 ## About Ivanti Neurons for ITSM Ivanti Neurons for ITSM delivers modern, AI‑powered service management that transforms how organizations operate. By combining intelligent automation, predictive insights, and unified IT and security workflows, it accelerates resolutions, enhances productivity, and reduces operational risk. With capabilities that span discovery, incident and request management, automated task orchestration, and real‑time performance measurement, Ivanti Neurons for ITSM helps teams streamline processes, improve user experiences, and achieve meaningful IT and business outcomes, from lowering costs and expanding service management beyond IT, to driving continuous improvement across the enterprise. ## Ivanti Neurons for ITSM Pros & Cons **What users like:** - Users appreciate the **responsive customer support** of Ivanti Neurons for ITSM, enhancing user experience and satisfaction. (1 reviews) - Users value the **customizability** of Ivanti Neurons for ITSM, easily adapting it to fit their specific needs. (1 reviews) - Users value the **customization options** in Ivanti Neurons for ITSM, allowing tailored solutions for their unique needs. (1 reviews) - Users find Ivanti Neurons for ITSM to be **easy to use** , providing a solid solution despite interface concerns. (1 reviews) - Users appreciate the **easy integrations** provided by Ivanti Neurons for ITSM, enhancing their overall service management experience. (1 reviews) - Users appreciate the **flexibility and impressive features** of Ivanti Neurons for ITSM that cater to unique company needs. (1 reviews) - Users value the **flexibility** of Ivanti Neurons for ITSM, allowing tailored solutions to meet diverse company needs. (1 reviews) - Users value the **s seamless integrations** of Ivanti Neurons for enhanced ITSM experience and improved device management. (1 reviews) - Intuitive (1 reviews) - Management Efficiency (1 reviews) **What users dislike:** - Users find the **clunky interface** of Ivanti Neurons frustrating, particularly when dealing with migration and feature requests. (1 reviews) - Users face **compatibility issues** , struggling with disjointed modules and time-consuming customizations requiring additional support. (1 reviews) - Users face a **steep learning curve** , making it challenging to fully utilize Ivanti Neurons for ITSM's diverse and powerful modules. (1 reviews) - Users face a **steep learning curve** to effectively utilize Ivanti Neurons, complicating their return on investment. (1 reviews) - Users find the **limited customization** options time-consuming and often need extra support, impacting their overall experience. (1 reviews) - Users note that **limited features** arise when using Google services, reducing the platform's overall effectiveness. (1 reviews) - Users face a **missing features** issue with Ivanti Neurons for ITSM when using Google for email and chat. (1 reviews) - Outdated Interface (1 reviews) - Poor Design (1 reviews) - Steep Learning Curve (1 reviews) ## Ivanti Neurons for ITSM Reviews ### 1. ivanti Service Mgr **Rating:** 4.0/5.0 stars **Reviewed by:** Michael B. | Information Technology Specialist I, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** Web based, flexible and responsive. Support is good **What do you dislike about Ivanti Neurons for ITSM?** Service requests and incidents aren't connected to email. I used Cherwell at my last place if employment and I could add a Cherwell tag to my and email from a customer or new email and the communication would post on the incident. With ivanti, I need to enter a note for each communication through email which wastes time. Also, some processes aren't intuitive such as workflows. **Recommendations to others considering Ivanti Neurons for ITSM:** Yes **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Setting up workflows. I'm new to the product and I'm scheduled to take the Configuration class on 2/13-15. ### 2. IT Service Management Nirvana **Rating:** 5.0/5.0 stars **Reviewed by:** David D. | Lead, West Region Inside Pre-Sales Engineering, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** Workflows automation nearly eliminated all previous financial and time overhead which the old solution, mostly manual processes, relied. It made my sales team's customer business run far more efficiently and secure. **What do you dislike about Ivanti Neurons for ITSM?** Nothing bad to write home about! The customer loves ITSM, and has made quick work with integrating actionable intelligence to improve SLAs and other business processes! **Recommendations to others considering Ivanti Neurons for ITSM:** Not sure what the previous solution was, but from my correspondence with decision makers at the customer site, it appears to have been a patchwork, multipartner solution that was far more trouble than it was worth. The move was easily made, and nothing but praise for the quality of the product and how intuitive it is to pick up. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** IT help desk and ticketing solution to maintain compliance with SLAs. ### 3. Ivanti Service Manager for IT operations and support **Rating:** 4.5/5.0 stars **Reviewed by:** Ken E. | IT Customer Services Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 07, 2019 **What do you like best about Ivanti Neurons for ITSM?** ISM has an integrated suite of modules that work well together to manage IT services. We primarily use Incident, Change, Service Request, and Problem management. We have been able to leverage quick actions and workflows in these modules to fit our business processes and support our ITIL and ISO audit requirements. The service request offering forms and workflows are very flexible. **What do you dislike about Ivanti Neurons for ITSM?** The flexibility to customize is great but it also creates additional complexity and a steeper learning curve. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** ISM has helped us streamline the employee onboarding and offboarding processes by creating a composite service request with all the related activities in one place. Managing high priority incidents in Ivanti has helped us alert support staff after hours and provide a better response and support to the business. ### 4. Solid product, too complicated. **Rating:** 5.0/5.0 stars **Reviewed by:** chris c. | Help Desk II Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** good support, lots of customization options. Walk through's and trainings as well as hand holding for implementation and rollout. Support is greatly needed since the software is extremely difficult to understand and utilize. **What do you dislike about Ivanti Neurons for ITSM?** It was fine for our needs. However it does seem like there are too many features and not enough focus on user experience. The UI is atrocious and truly confuses every help desk employee we train. Please TRIM the tabs and menu drop downs to be more concise and understandable **Recommendations to others considering Ivanti Neurons for ITSM:** It's very complex, so you will need someone to be dedicated to learning this. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Ticketing, logging of incidents/requests as well as project management and computer management. Benefits are improved accuracy of support reporting. Analytics about our teams individual performance are very helpful. ### 5. Its good **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2019 **What do you like best about Ivanti Neurons for ITSM?** Intuitive and easy to use . Its has automated ticket tracking **What do you dislike about Ivanti Neurons for ITSM?** Limited functions. Reporting is bad . The emails are not consistent **Recommendations to others considering Ivanti Neurons for ITSM:** none **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** service desk ### 6. Great Product and depolyment in the cloud was quick and easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** July 04, 2018 **What do you like best about Ivanti Neurons for ITSM?** Having chosen the cloud its gave us fact access to the tool with patching and up time managed by Ivanti direct. **What do you dislike about Ivanti Neurons for ITSM?** Lack of reporting built within the tool, ivanti do offer another tool with free licences but if you are a cloud user you need another instance to run the reports from, this should be included in the base price. **Recommendations to others considering Ivanti Neurons for ITSM:** Make sure your department is ready from a maturity level e.g ITIL etc **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Migration of multiple ITSM tools into one. ### 7. Ease of use is astounding **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** The ease of searching an asset makes finding a user's workstation effortless and the ability to just drop that asset into a scheduled package and push an installation to that user makes it simple enough for users who are not very technically trained. **What do you dislike about Ivanti Neurons for ITSM?** Creating column sets and differentiating between them could use some tweaking. **Recommendations to others considering Ivanti Neurons for ITSM:** Product is very easy to use and training end users on how to use this software is also easy. Ivanti has plenty of user documents and the community makes this software even better. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Allows out Service Desk and Desktop Support the ability to push software on the fly and connect to end users to provide the level of service an IT department should be providing. ### 8. Excellent product, easy to use, makes life easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Law Enforcement | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2018 **What do you like best about Ivanti Neurons for ITSM?** Interface is clean, easy to navigate and does the job. End users are easily able to utilize the system with little to no guidance. Analysts have the ability to search tickets easily as well as utilize the knowledge base to determine if a solution is readily available. **What do you dislike about Ivanti Neurons for ITSM?** Configuration is a bit cumbersome and requires assistance from the vendor. It's not very straightforward. **Recommendations to others considering Ivanti Neurons for ITSM:** Go to heat - ignore this product **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Enterprise wide service desk (helpdesk) as well as request management, change management, and centralized knowledge-base. This product has all of this functionality and it all works well together. It also then ties into all of the other Ivanti products (asset management, on/off-boarding, etc.) for a company-centric solution. ### 9. IMS - the first 4 months **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Printing | Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** I found the system initial very easy to navigate and get around. The Service Request learning curve was no stupidly steep. It was fairly easy to get into the module and start working with it unlike some product **What do you dislike about Ivanti Neurons for ITSM?** Service Request module. I require audit trails and getting information out of the system is difficult. 1) The parameters screen seems missing on standard reports. 2) The approval emails do not include parameters therefore someone can approver via email with seeing what they approve. (Audit nightmare) 3) A manager cannot request and approve. This option is hard coded and cannot be switch off. Switching it off would have saved me hours of working out a work around and then coding all the tiles to suit. 4) the ability to output a service request with all details is not available **Recommendations to others considering Ivanti Neurons for ITSM:** Check out your audit requirements are met. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** My specialist area is Service requests and so far I am not seeing business problems being resolved. However we have only been live 5 months. ### 10. ISM can do more than you think **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2019 **What do you like best about Ivanti Neurons for ITSM?** We use our ISM for almost everything. On boarding and off boarding our employees, requesting access, and hardware. The integration with RES and xtraction has huge Beni fits with our reporting and automation as well. **What do you dislike about Ivanti Neurons for ITSM?** The mobile platform still is unusable for our company. Also when changing a task or incident from teams if you don’t do the steps correctly such as the team status category etc than it won’t save. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** ISM has significantly improved various processes that used to be manual or completed thru emails and saved the teams time by streamlining their processes. Incidents help our users get their issues resolved faster and more effectively. ### 11. ISM is more than you think **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2019 **What do you like best about Ivanti Neurons for ITSM?** We use ISM mostly to manage tickets for the service desk. Utilizing services and categories is a quick way to see reporting stats at a glance. **What do you dislike about Ivanti Neurons for ITSM?** there is an order of operations that can be confusing for some people. For example if you pick a team but the status of the ticket is wrong you have to reload the ticket and start over. Otherwise the business rules will not let you continue. **Recommendations to others considering Ivanti Neurons for ITSM:** Stay on the recommended path. Don’t try to change everything to suit your company, rather change the company mindset to suit the tool. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Service catalog has been a huge help with limiting call volume. ### 12. Invati service manager, making ticketing process easier **Rating:** 4.0/5.0 stars **Reviewed by:** Katelyn E. | Information Security Administrator, Government Administration, Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2018 **What do you like best about Ivanti Neurons for ITSM?** The best part of Ivanti is the focus on the improvement of their product through customer input. I feel as though the company really puts their customers first when needing changes to the software through updates and focuses on a successful deployment of their product. **What do you dislike about Ivanti Neurons for ITSM?** The initial learning curve I feel to use the product for our tech team is a little difficult. It is not as easy as opening and closing a ticket. **Recommendations to others considering Ivanti Neurons for ITSM:** Great product, gets the job done **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Service desk, help desk management. The ability to track change in ownership and other tools allow this product to be extremely useful in tracking tickets. ### 13. New ISM Client **Rating:** 3.5/5.0 stars **Reviewed by:** Christopher G. | Service Assurance Lead, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2019 **What do you like best about Ivanti Neurons for ITSM?** Currently Ivanti ISM represents a massive leap ahead of our current product. **What do you dislike about Ivanti Neurons for ITSM?** The asset management components of the base product are lacking, but they do have an affordable addon product. I would really like these two to be put together as you're not likely to operate without it. **Recommendations to others considering Ivanti Neurons for ITSM:** Evaluate your requirements and ensure the asset management components meet your needs. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Increased self service and automation. ### 14. Upgrade Experience **Rating:** 3.0/5.0 stars **Reviewed by:** Marci J. T. | Help Desk Team Lead, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** Discovering what ISM is really capable of doing and automating. **What do you dislike about Ivanti Neurons for ITSM?** Support for the upgrade. Did not like that some of the Out of the box feature shown were not available based on licensing. In fact some even required a different product. **Recommendations to others considering Ivanti Neurons for ITSM:** Get training on using the system. Have qualified administrators. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Once we knew there were business partners who could also assist who are more in our region helped a bit. ### 15. Powerful but extremely steep learning curve **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2019 **What do you like best about Ivanti Neurons for ITSM?** Ivanti Service Manager can do pretty much anything you want to do. You can mix concurrent and named licenses which is rare in the ITSM field. **What do you dislike about Ivanti Neurons for ITSM?** You won't be able to implement most of your wild dreams without consulting fees. It is not very user friendly as an administrator. Support is extremely slow. When you do get them on the phone they are very knowledgeable but almost nothing can be "explained" over the phone, you need to dedicate time to a remote session where they may need to modify the SQL database. Test to Live database migrations don't work well. Be prepared to backup your SQL environment and expect playing in Production. **Recommendations to others considering Ivanti Neurons for ITSM:** You need a trained, dedicated administrator to pull off advanced things. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We implemented a self-service portal so our users could enter their own tickets. ### 16. Great time saver **Rating:** 5.0/5.0 stars **Reviewed by:** Rhys E. | Senior IT Support Engineer, Computer Networking, Enterprise (> 1000 emp.) **Reviewed Date:** March 12, 2019 **What do you like best about Ivanti Neurons for ITSM?** I have not been using Ivanti for long but I can already see how much time it is saving our company when it comes to patching our estate. The stats speak for themselves. Patching used to take around 40 days and we have this down to sub 14 already; and we have a lot of optimizing left. **What do you dislike about Ivanti Neurons for ITSM?** Nothing that I can think of right this moment. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** As mentioned above we mostly use Patch for Windows and this has sped up our patching process vastly. ### 17. ISM could be an enabler **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** March 13, 2019 **What do you like best about Ivanti Neurons for ITSM?** ISM helped us transform from 5 unique IT teams to 1 Global team, enabling us to work in a consistent manner across the globe. The global team was operating in the follow the sun model and was a success. **What do you dislike about Ivanti Neurons for ITSM?** ISM in its current state is not an enabler to mature from the basics. Self Service portal is very complicated to navigate to enable Self Heal Reporting capabilities from the ISM itself are inadequate. Integration capabilities could be better. **Recommendations to others considering Ivanti Neurons for ITSM:** Understand your objectives before and validate against what the product itself can delivery rather than a requirement of a combination of Ivanti products. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Globalisation of the IT team Reduction of ticket cycle times improve IT perception from the business ### 18. How I plan My Day **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** Ease of use and the crystal report feature helpful. I love how I can organize the tickets, and the ease I can assign certain tasks to individuals. **What do you dislike about Ivanti Neurons for ITSM?** It would be nice if tickets could be assigned automatically after a user submits their technical issue. If admin is out tickets back up quickly. **Recommendations to others considering Ivanti Neurons for ITSM:** Highly recommend Ivanti, easy to use. User friendly gui and compatible on multiple devices. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Field techs can prioritize their routes easier, which reduces cost of mileage reimbursement and gas, by organizing tickets in their que. The ease of closing tickets on mobile devices is also helpful. ### 19. A completely new view for the product **Rating:** 4.0/5.0 stars **Reviewed by:** Javier Enrique R. | Junior Programmer Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** Well, I think we can start with a clean view for the app, more simply and the best is the application works under the ITIL standard. **What do you dislike about Ivanti Neurons for ITSM?** Nothing by the moment, I think that all the functions are good. **Recommendations to others considering Ivanti Neurons for ITSM:** Try the product, is very useful for the companies. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** More control with the SLAS, the scalations and resolve time. ### 20. Lots of customization. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** The program is built for customization with in depth and granular controls over each part of the program. **What do you dislike about Ivanti Neurons for ITSM?** The admin platform isn't very intuitive at first and really would work better if you purchase hours to assist with the initial setup, or any major changes that might arise while using the program. **Recommendations to others considering Ivanti Neurons for ITSM:** Make sure to get initial hours to help with the setup of the program. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** It allows us to have analytic data on repairs and track if something is more than an occasional occurrence or more of a larger problem. ### 21. Great scalability and automation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** I think the best part of ISM is how mutable every object is. You can literally set up the entire system to do anything you want, infinite possibilities. Nothing is really "locked down". **What do you dislike about Ivanti Neurons for ITSM?** I wish I could write scripts instead of dragging and dropping workflow objects because it takes a long time to accomplish relatively simple tasks. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We are solving IT ticketing, asset tracking (to an extent), and ISM also indirectly serves as an audit trail for our AD accounts (hourly AD sync with all important fields, changes tracked in Audit History). ### 22. Bronson Healthcare Group Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** February 15, 2019 **What do you like best about Ivanti Neurons for ITSM?** We liked the knowledge management capabilities that are further capable than what the old Ivanti/Landesk Service Desk allowed. Particularly the ability to interface with KB articles within Incident ticket creation and the ability for End Users to query KB articles. **What do you dislike about Ivanti Neurons for ITSM?** The Service Manager interface has "a lot going on" and it feels like it will require a lot more training than the old Landesk Service Desk will. Generally we just provision new analysts and let them in with minimal training, we feel that Service Manager will require a lot more training. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Knowledge Management in all forms. We didn't use LDSD Knowledge Management module because we didn't find it adequate for our needs, we find that with Ivanti Service Manager. ### 23. Powerful tool, lots to cover **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Sports | Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2018 **What do you like best about Ivanti Neurons for ITSM?** The application allows us to create and manager incidents for our service desk and report on all facets of operations. **What do you dislike about Ivanti Neurons for ITSM?** Reporting is lacking. We export and complete reports in Excel. There is an extraction tool that can be purchased separately if you have an onpremise server or have a local replica **Recommendations to others considering Ivanti Neurons for ITSM:** There are many things to setup and there is an abundance of online help and a wonderful community. The CSR's will help with almost every question you have. Take your time and review documents and ensure you understand how it all connects. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We are using the Self Service module to help push approvals with out the Service Desk having to hunt for approval. This has helped drop our average resolution time by almost 16 hours ### 24. Service Desk **Rating:** 2.5/5.0 stars **Reviewed by:** Deon P. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2019 **What do you like best about Ivanti Neurons for ITSM?** The ease of creating processes and easy user adoption. Quick ROI back to business. **What do you dislike about Ivanti Neurons for ITSM?** Design Transfer is crappy and does not work. **Recommendations to others considering Ivanti Neurons for ITSM:** Get Professional Services to aid when implementing software **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Process enhancements and streamlined workflows. Window design and calculations. ### 25. Supervisor Telecom **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** The interaction with our email system. The notifications that the listeners give us is great. **What do you dislike about Ivanti Neurons for ITSM?** Nothing at this point.... everything we have migrated has worked well. **Recommendations to others considering Ivanti Neurons for ITSM:** One software platform can provide your business with many different facades that are needed to perform your day to day work. The auditing and in-house development of the system makes it very flexible to use and incorporate to our business. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Asset management - we starting using the CI module and our assets are tracked and audited in a timely manner. We also created a workflow for our Information Security team to track vulnerabilities that have been reported. ... the tracking and the insight it has provided management has been wonderful. ### 26. Very intuitive and streamlined solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2019 **What do you like best about Ivanti Neurons for ITSM?** the level of versatility of the product allowed our enterprise to customize the solution to our unique needs and protocols. **What do you dislike about Ivanti Neurons for ITSM?** An on going problem that we are experiencing is there a lot of searching around for the correct modules to configure the desired function. And I do believe that is a result having such a versatile tool. Thankfully documentation and partnering professional services are always available. **Recommendations to others considering Ivanti Neurons for ITSM:** As a genuine testimonial, I feel that Ivanti Service manager is a great investment. Our enterprise has benefited greatly from the value and powerful tools this solution offers. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** -streamlined workflow and documentation -very useful analytic metrics -customizable dashboards allow quick referencing of statistics. ### 27. Great Implementation... **Rating:** 4.0/5.0 stars **Reviewed by:** John Jay S. | Enterprise (> 1000 emp.) **Reviewed Date:** February 03, 2019 **What do you like best about Ivanti Neurons for ITSM?** I like the easy customization of the GUI through the administration module. **What do you dislike about Ivanti Neurons for ITSM?** There is nothing I dislike. I am happy with the software. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We are continuing with our Change Management program utility the Change Mofule and CI module. ### 28. Powerful and flexible solution. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Textiles | Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** The level of customization and integration available. Really easy to leverage on industry standards framework and also add your own requirements. **What do you dislike about Ivanti Neurons for ITSM?** I will have to get down to the details... The one think I dislike is how the cloud version is based on one page development. You can't just simple copy the browser URL to a specific destination. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Solving the problem of providing consistent IT services with satisfactory user experience. ### 29. ITSM Tool Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** The tool will fit every ITSM requirement of your company. You can customize every aspect of the tool up to the small details based on user preference and their support team will help you achieve what will be the best for your organization. **What do you dislike about Ivanti Neurons for ITSM?** You can do more on the off the shelf standard report if it can be customize without cost. We raise it to the project manager who handles the implementation and he was very supportive but the report that we need will be on top of our existing project . **Recommendations to others considering Ivanti Neurons for ITSM:** Service Now **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Incident, Service Request, Problem and Change Management. SLA with our customers are easily met ### 30. Long time customer of previous versions of ISM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2019 **What do you like best about Ivanti Neurons for ITSM?** The move to a cloud SaaS platform removing the need to manage an on-premise solution and the fresh web-based UI. **What do you dislike about Ivanti Neurons for ITSM?** There aren't really any downsides - we get great support from Ivanti. **Recommendations to others considering Ivanti Neurons for ITSM:** Do not go down the route of heavily customising the product **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Ensuring compliance against the ISO/IEC 20000 international standard for IT Service Management which is a requirement of some of our new business ventures and contracts. ### 31. Service management that works pretty well. **Rating:** 4.0/5.0 stars **Reviewed by:** Brandon M. | System Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** February 13, 2018 **What do you like best about Ivanti Neurons for ITSM?** Core experiences work very well. System competently tracks incidents and service requests. **What do you dislike about Ivanti Neurons for ITSM?** Project area is lacking, workflows need some outside help. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** It runs all of our incident and service request management. ### 32. Setup is a bear, but it can do almost anything you can dream up **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 09, 2019 **What do you like best about Ivanti Neurons for ITSM?** Ivanti Service Manager can handle every crazy scenario we have dreamed up. While it take a lot of planning, it does provide a much better user experience by tailoring requests to exactly what information is needed. **What do you dislike about Ivanti Neurons for ITSM?** Documentation is lacking and seems to be out of date in some areas. It is not intuitive to administrate and takes some time to get a feel for it. **Recommendations to others considering Ivanti Neurons for ITSM:** Spend a ton of time on planning your implementation. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We have implemented a better change management system than we had previously. We are also in the process of using ISM for onboarding new employees with a workflow process. ### 33. Ivanti Service Manager is a Large Scaleable Tool **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** I like my options to setup a service desk options with the tiles. Users find that help and visually appealing. **What do you dislike about Ivanti Neurons for ITSM?** It is a large system and implementation can be difficult but Ivanti will help get you thru the initial setup. **Recommendations to others considering Ivanti Neurons for ITSM:** Plan plan plan what you want **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** I am working towards learning what tools Ivanti has and can tailor for us to cut down on mutiple tickets for one service. ### 34. Ivanti Service Manager is a Powerful Turnkey Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** March 13, 2019 **What do you like best about Ivanti Neurons for ITSM?** we love the ability to fully customize Service Manager to suit our needs. The support staff is top-notch and always responds in a timely manner. **What do you dislike about Ivanti Neurons for ITSM?** The mobile app is not ready to use currently and we would love to see that overhauled for enterprise use. **Recommendations to others considering Ivanti Neurons for ITSM:** Try it and you'll love it. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** With Ivanti Service Manager we able to track all issues and see what our techs are doing on the daily basis, check for patterns in reoccurring issues, and run reports for various KPI's.. ### 35. Can recommend **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** The API functionality makes it fairly intuitive to take a manually built template and use it for integrations with our other systems. **What do you dislike about Ivanti Neurons for ITSM?** There's an overwhelming amount of options and configurations and some of the pages take a very long time to load. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We use it to track all of our help desk requests as well as log change requests for audit purposes. ### 36. Very customizable tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** It is very customizable and has an open sandbox environment. Anything you want to do you can do! **What do you dislike about Ivanti Neurons for ITSM?** It can be very difficult to setup and requires external support to configure it exactly how you want. **Recommendations to others considering Ivanti Neurons for ITSM:** To have an easier out of box deployment **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We are consolidating teams to one platform. We can combine the best competent of each platform to the new configuration. ### 37. Ivanti Service Manager Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 13, 2019 **What do you like best about Ivanti Neurons for ITSM?** I enjoy the configurability of the the system. Easy Use Dashboards **What do you dislike about Ivanti Neurons for ITSM?** It is very static and a lot of information is hard coded **Recommendations to others considering Ivanti Neurons for ITSM:** A company that listen to the their end customers, I am excited about working with ISM and Ivanti in the future and am confident that this will get better as time goes on. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We are using ISM as part of our ITIL processes, as well as using it for Facilities and about to use it for HR ### 38. Self Service Portal used as Payroll Portal **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Accounting | Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** I like that the tool is configurable in a very large extend (You can configure business objects, pages, views and build your own custom application) **What do you dislike about Ivanti Neurons for ITSM?** The support is sometimes poor. There should be more technical support. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We are build a payroll portal with Ivanti's Service Manager. The benefits are that we can include our custom web services to communicate with other systems, ### 39. Ivanti Service Manager feedback **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** Integration between modules. Queries that allow for quick at-a-glance views of ticket states and history. **What do you dislike about Ivanti Neurons for ITSM?** Don't like that there's no ability to hover over a field to get info about it. There are also limitations around Problem ticket generation from incidents. **Recommendations to others considering Ivanti Neurons for ITSM:** Go through a thorough Request For Proposal process preceded by a thorough Request for Infomation process. I would also recommend separate demos by module to fully digest the information and forumlate questions. SIde-by-side comparison is also recommended. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Root cause analysis of incidents. Ability to get more attention, including management, to problematic issues. ### 40. ISM in Evaluation **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2019 **What do you like best about Ivanti Neurons for ITSM?** Nice interface and mobile experience. Clean and pretty easy to use **What do you dislike about Ivanti Neurons for ITSM?** Additional menus can get complicated if you allow them to **Recommendations to others considering Ivanti Neurons for ITSM:** Fully map out existing workflows and future road map for ITSM projects and spend time with pre-sales ensuring the fit works. Be flexible with your processes and try to adhere to industry standards to avoid creating Frankenstein's monster in the in software as it is a configurable system. Use standard features wherever possible **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Only in trial but believed that it would be a reasonable fit although mobile would befit from in app notification features ### 41. Ivanti Service Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Relations | Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** Ivanti Service Manager solution is designed and packaged to easily scale and adapt to meet your specific business needs. Ivanti Service Manager is being used by more than just out support desk. We have HR, Facilities, Security and other departments integrated into it. **What do you dislike about Ivanti Neurons for ITSM?** I wish the software/platform would allow to you customize it more then now. **Recommendations to others considering Ivanti Neurons for ITSM:** Try it out before you purchase it. They also have a Development site, QA Site and Production Site, which is included in your cost. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We have HR, Facilities, Security and other departments integrated into it. ### 42. Ivanti Review **Rating:** 5.0/5.0 stars **Reviewed by:** Ebru O. | System Engineer ITSM, Enterprise (> 1000 emp.) **Reviewed Date:** March 13, 2019 **What do you like best about Ivanti Neurons for ITSM?** very good Partner, easy to implement, very good to use and very good to work, is an awesome Product, **What do you dislike about Ivanti Neurons for ITSM?** nothing! all of this Product is great, i like to work with Ivanti SM, **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Optimization of Processes ### 43. Much more evolved than previous solutions **Rating:** 4.0/5.0 stars **Reviewed by:** Rick B. | Information Systems Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** The front end UI is very user friendly. Very configurable for how we wanted it presented. **What do you dislike about Ivanti Neurons for ITSM?** Configuration time is lengthy to get the right look and feel. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** The previous solution was aged and could not scale for us going forward. The new solution helps us rollout a more modern brand and feel. ### 44. Service Manager for Incident/Work Order/Service Request, Self-Service **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** Broad feature set, all the available features are more than most organizations will initially adopt, presents future growth potential as organization matures. **What do you dislike about Ivanti Neurons for ITSM?** limited consulting resources, and resource availability meant I had 3 implementation consultants throughout our Incident/WO/SR/S-S implementation. **Recommendations to others considering Ivanti Neurons for ITSM:** Document your request offering workflows thoroughly. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** providing self-service to customers, digitizing paper forms. ### 45. Ivanti Service Manager is a great tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2019 **What do you like best about Ivanti Neurons for ITSM?** Easy visibly across all incidents and service requests makes it simple to support our end users more efficiently. **What do you dislike about Ivanti Neurons for ITSM?** The knowledge management module is not user friendly when creating new article. Self-service needs more configuration options and style options. **Recommendations to others considering Ivanti Neurons for ITSM:** Yes **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Service Desk and support of our end users. P ### 46. Ivanti Service Manager **Rating:** 4.0/5.0 stars **Reviewed by:** Edijs U. | Product Development Team Lead at Tietoevry, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** Easy to use and understand user interface **What do you dislike about Ivanti Neurons for ITSM?** when data bases growth to big it has performance issues, needs to be improved archiving option of the data. **Recommendations to others considering Ivanti Neurons for ITSM:** Easy to use user & admin interface **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** follow up on cases, quick and simple understandable dispatching of the cases to relevant teams, good dashboards. ### 47. Service Manager Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** Incident, Problem, Change, Release, CMDB, Service Request all in 1 system. **What do you dislike about Ivanti Neurons for ITSM?** Basic OOTB reporting and have to purchase Xtraction. Cannot reroute approval tasks for workflows. **Recommendations to others considering Ivanti Neurons for ITSM:** Great product to get your ITSM up and running. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Self Service for the organization and our external customers. Better workflow features. ### 48. Service Desk **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2019 **What do you like best about Ivanti Neurons for ITSM?** Support community is good. The future looks brighter than wehere we’re currently at. So looks to be going in the right direction **What do you dislike about Ivanti Neurons for ITSM?** Currently we’re using Service Desk but looking more into Service Manager and that looks promising. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Incident Management, Change Management ### 49. Flexible but powerful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** Full featured, with easy ability to customize. But, not too customizable, which can lead many organizations astray. **What do you dislike about Ivanti Neurons for ITSM?** The limited ability to brand the portal. Other than that, we have not encountered anything else that we dislike. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Implementation of workflow and standard ITSM processes. ### 50. Ivanti Service Manager **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** Customizable, easy to use, and straightforward interface. Deployment was a breeze. **What do you dislike about Ivanti Neurons for ITSM?** With all of the customization capabilities. It is easy to change attributes but it is also easy to break things too... Professional setup is recommended. **Recommendations to others considering Ivanti Neurons for ITSM:** xx **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** System integration and consolidation due to growth and acquisition ## Ivanti Neurons for ITSM Discussions - [What are your 3 biggest obstacles and challenges with Ivanti Service Manager?](https://www.g2.com/discussions/32407-what-are-your-3-biggest-obstacles-and-challenges-with-ivanti-service-manager) - 1 upvote - [View Ivanti Neurons for ITSM pricing details and edition comparison](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+14%3A43%3A34+-0500&secure%5Bsession_id%5D=7c2dc877-20f5-4a43-a115-547e1d299b72&secure%5Btoken%5D=629abf5d8597fc05aa7ce19d71e286495848826e1ca9c45964e566aec323a26c&format=llm_user) ## Ivanti Neurons for ITSM Integrations - [Adobe Acrobat Sign](https://www.g2.com/products/adobe-acrobat-sign/reviews) - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [CriteriaIQ](https://www.g2.com/products/criteriaiq/reviews) - [Google Pay for Business](https://www.g2.com/products/google-pay-for-business/reviews) - [Ivanti Endpoint Manager](https://www.g2.com/products/ivanti-endpoint-manager/reviews) - [Ivanti Neurons for Discovery](https://www.g2.com/products/ivanti-neurons-for-discovery/reviews) - [Ivanti Neurons for ITAM](https://www.g2.com/products/ivanti-neurons-for-itam/reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) - [Ivanti Neurons for Unified Endpoint Management](https://www.g2.com/products/ivanti-neurons-for-unified-endpoint-management/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Defender XDR](https://www.g2.com/products/microsoft-defender-xdr/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Intune Enterprise Application Management](https://www.g2.com/products/microsoft-intune-enterprise-application-management/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) - [Splunk AppDynamics](https://www.g2.com/products/splunk-appdynamics/reviews) - [Torq AI SOC Platform](https://www.g2.com/products/torq-ai-soc-platform/reviews) - [TYPO3](https://www.g2.com/products/typo3/reviews) - [UiMagic](https://www.g2.com/products/uimagic/reviews) ## Ivanti Neurons for ITSM Features **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - 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