Ivanti ITSM Reviews & Product Details

The standard ticket workflow automation and visual process builder save us hours every week. We’ve set up automated routing for routine hardware and access requests, which has freed up our level 1 support team to focus on other issues. The self-service portal is straightforward for end users, so they can submit tickets without clogging up our support email inbox. Review collected by and hosted on G2.com.

The administrative backend and the initial setup come with a steep learning curve, particularly when you’re trying to build complex custom business objects or define detailed rules. On top of that, the admin console can feel sluggish at times—especially during peak hours or when generating large historical reporting datasets. Review collected by and hosted on G2.com.

The pricing is reasonable.

The system feels lightweight. It's easy to quickly create new business objects or business rules if I need to test something. Review collected by and hosted on G2.com.

The system sometimes feels like a frankenstein system. It's like there are lots of different things competing for the same functionality. For example, if I am working in the front end, and I see behavior that I want to change, there are SO many places in the back end that could actually be responsible for that behavior. This makes it very hard to refine the configuration.

Our onboarding experience was not very good. We had a lot of issues with OOTB functionality. When we brought up these issues with Ivanti support, we got responses saying these weren't support issues, they were configuration issues. Even though the issues were with OOTB configuration that wasn't working.

The system doesn't seem incredibly stable. Some examples:

-Sometimes running saved searches will just stall out indefinitely.

-If I try to open two top level tabs at the same time, whichever one I open first will fail to load.

-If I have the browser tab open long enough, my home dashboard page will go blank, requiring me to clear browsing data to fix.

-If I click through tickets quickly in a list, sometimes I will have notes or emails showing in the ticket that are actually associated with the previous tickets. (like if I click from ticket 1 -> 2 -> 3 too quickly, I will be viewing ticket 3 but have child objects visible that are part of ticket 2).

Emailing to and from a ticket is very cumbersome. Many of our IT staff just completely avoid the built-in email system, and attach the email to the ticket at the end. Review collected by and hosted on G2.com.

I find Ivanti Neurons for ITSM significantly helpful in improving operational efficiency and solving several key challenges in managing IT services. I like the ability to centralize all IT services processes into one platform, which brings structure, visibility, and efficiency to IT service management. The integration with Microsoft Teams has significantly improved our IT operations, particularly in terms of communication, responsiveness, and efficiency. I also appreciate the flexibility of the system, even during the initial setup, which was just great. Review collected by and hosted on G2.com.

One area is the user interface, which can sometimes feel less intuitive, especially for new users. Navigating between modules or configuring certain features may require additional time or training. Review collected by and hosted on G2.com.

What stands out most about Ivanti Neurons for ITSM is its incredible flexibility as a multi-tenant platform. It allows us to run IT, Medical, and Administrative operations on the exact same platform to support our hospital operations. What makes this work so well is the granular access control—we can use roles, scopes, and organizational groups to strictly limit who sees what. IT technicians, medical staff, and admin teams only see the tickets, forms, and assets relevant to their roles, keeping sensitive hospital data isolated and secure.

Creating customized workflows and request offerings is fast thanks to its codeless setup, allowing us to expand service management across departments without needing software developers. On top of that, the integration with Ivanti DEX makes discovery effortless, keeping our CMDB automatically updated for both IT hardware and medical hospital asset Review collected by and hosted on G2.com.

Two main areas could use improvement: cloud self-service management and reporting simplicity.

First, there is a lack of full self-service cloud management. Having to reach out to Ivanti support or rely on vendor intervention to enable certain capabilities or tweak instance settings limits our autonomy as administrators.

Second, custom reporting relies heavily on Microsoft SSRS. Creating or modifying advanced reports requires SQL and technical development skills, which creates a steep learning curve. Replacing or complementing SSRS with a more modern, no-code/low-code reporting builder directly inside the web interface would make generating custom insights much faster for everyday admins. Review collected by and hosted on G2.com.

I like that Ivanti Neurons for ITSM combines powerful automation with a highly customizable platform. Managing incidents, service requests, and assets from one place simplifies day-to-day operations. The reporting dashboards provide valuable insights into team performance. The features are very useful for us. Review collected by and hosted on G2.com.

I find the setup and customization of Ivanti Neurons for ITSM to be time-consuming, especially for a complex environment. I wish there were more detailed documentation and guided configuration options. The initial setup wasn't easy for me and could be simplified. Review collected by and hosted on G2.com.

It may take a lot to accomplish what you want to do, and the final result may be really messy and hard to maintain, but customization ability is there. Review collected by and hosted on G2.com.

The UI is a mess. Links to the product aren't clear and there is no good way to derive them (e.g. URL for an incident number) and the 'bookmark' URL don't work across roles. Speaking of, the role feature is clunky and there are some features (e.g. approvals) which I can use only in one role and not while in a more powerful role.

Customization is clunky and non-intuitive. Administration overnight is a real thing, because the product is too complex for users.

Connectivity and API support is is really lacking, making integrations to other systems a mess and one that requires bespoke and custom development. Review collected by and hosted on G2.com.

That you have the freedom to almost configure the system to your organisations needs. And you can use the Ivanti Neurons for ITSM(ESM) for your whole organisation not just for IT. Review collected by and hosted on G2.com.

There are still some parts of the platform that is hardcoded and cant be changed or configured by the customer.

The thing that i dislike the most is that you can only have one outgoing mail server i the platform. To much work has to be done to set it op in MS graph. Review collected by and hosted on G2.com.

ITSM is easy to use and makes it simple to manage IT requests efficiently. I especially like the automation features, the customizable workflows, and being able to track incidents and service requests all in one place. Review collected by and hosted on G2.com.

The interface can feel a bit outdated, and some customization options take time to set up. Reporting could be more user-friendly, and the initial setup may feel a little complex for new users, especially at the beginning. Review collected by and hosted on G2.com.

I find Ivanti Neurons for ITSM to be easy to manage and scalable, as it can always be adjusted to our organization's needs. It's user-friendly and integrates well with other applications. Its adaptability and ease of operation stand out, making it one of the best ITSM tools on the market. I appreciate its cost-effectiveness and adaptability across different industries. The workflow from approval to task fulfillment is smooth, and it's very suitable for accommodating a large number of users and different reseller groups. Additionally, its integration with Microsoft Active Directory makes onboarding new employees and connecting with HR management solutions easy, which makes Ivanti Neurons really appealing to use. Review collected by and hosted on G2.com.

One of the things that could be improved is the area of notifications. How notifications go out to both end users and different reseller groups that support all the ticketing needs improvement. Another area that needs enhancement is ticket updates, including better integration with other technologies like artificial intelligence or large language models to make ticket management easier for both the end user and the service technicians. Review collected by and hosted on G2.com.

I like the user-friendly ticket submission feature in Ivanti Neurons for ITSM, as it makes it quick and easy to raise and request tickets without any confusion. It allows me to track the status on my own, without needing to follow up with the IT team. I also appreciate being able to easily see who will approve the tickets, which helps avoid unnecessary delays. Review collected by and hosted on G2.com.

User interface, as some feature required too many clicks and system also feel slow at time of loading tickets or reports. Simplfy navigations and improve performances advised. Review collected by and hosted on G2.com.