--- 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 Neurons’ Cool Ticketing and Automated Workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Rakesh G. | Frontend Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2026 **What do you like best about Ivanti Neurons for ITSM?** the most likelly thing in the Ivanti Neurons is its pretty cool ticketing system & its automatic workflow. due to which multiple mannul work can be done automaticlly. **What do you dislike about Ivanti Neurons for ITSM?** In Ivanti Neurons the initial setup is little complex & its little costlier depending upon the businessess needs like for the small business or startups.. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** There are multiple manual task which are automated using the Ivanti ITSM. which is improving the teams productivity. Since Ivanti ITSM is providers the real time data analytics over its dashboard. ### 2. Seamless Ticket Management, Easy to Use **Rating:** 4.5/5.0 stars **Reviewed by:** harsh t. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 10, 2026 **What do you like best about Ivanti Neurons for ITSM?** I find Ivanti Neurons for ITSM helpful in solving my project management issues, especially with ticketing. I really like the ticket management as it's crucial when working on large projects to ensure no important bugs are missed. Also, I appreciate the easy user interface, which was a factor in switching from Asana. The initial setup was very easy. **What do you dislike about Ivanti Neurons for ITSM?** It can improve more and become an all in one powerful CRM tool. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** I use Ivanti Neurons for ITSM to solve all my project management issues, including ticketing, organizing tickets, and classifying them effectively. ### 3. Centralized Incident Management with Easy Team Escalations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about Ivanti Neurons for ITSM?** Ivanti Itsm allow our teams to have all the incidents and request at the same place and we can communicate and escalate the tickets between teams easily. **What do you dislike about Ivanti Neurons for ITSM?** User interface, I believe it can be improved. I know there is an upgrade of the self service portal but we have not been able to implement it. Looking forward to see this changes. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** The Incident and request tracking and self service portal for the users so they can submit the tickets to the different teams within the company (not only it) ### 4. Good automation and technical capability, but support and reports could be improved **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2026 **What do you like best about Ivanti Neurons for ITSM?** Technically capable product with good automation, although there is still room for improvement in support, reporting, and the learning curve. Overall, it can be a good solution for day-to-day use. **What do you dislike about Ivanti Neurons for ITSM?** The downside is that it requires a lot of configuration and offers little out-of-the-box functionality. Additionally, the layout doesn't help because it's not intuitive. Those are, in summary, the main problems. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Automation bots detect and resolve problems proactively before they are reported or communicated. Additionally, intelligent incident correlation helps to group them: by resolving one, you end up solving many at once. ### 5. Powerful ITSM Automation and Visibility, Though the Interface Can Feel Complex **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2026 **What do you like best about Ivanti Neurons for ITSM?** What I like the most about Ivan to neurons for ITSM is its ability to automate repetiste tasks, streamline incident and reheat management , and provide clear visibility across IT services. **What do you dislike about Ivanti Neurons for ITSM?** One aspect is that the interface can sometimes feel complex, especially for new users and certain costumisations require more effort than expected as well as some workflows can take multiple steps **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** It helps centralize incidents, requests and change management in on platform. It reduces manual work through automation, improves ticket tracking and communication ### 6. Interesting Concept, But Needs More Work Before It’s Ready **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2026 **What do you like best about Ivanti Neurons for ITSM?** It was usefull to see something new but all in all I have to admit not so positive about the future, I feel more work needs to go into it before people are interested **What do you dislike about Ivanti Neurons for ITSM?** It felt boring to use—outdated interface, repetitive workflows, and too many clicks for simple tasks. It wasn't engaging or intuitive, making everyday work feel tedious. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** It centralizes IT service requests and incident tracking, improving organization and response times. It helps manage tickets in one place and keeps work more structured. **Official Response from Jenna Leonovich:** > Thank you for taking the time to share your thoughts. We’re sorry the experience didn’t land the way you wanted, and we appreciate you helping us understand where we can improve. ### 7. Streamlined Reporting with Faster Resolution **Rating:** 5.0/5.0 stars **Reviewed by:** Shafeeq Ahmed M. | DevOps Tech Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** March 15, 2026 **What do you like best about Ivanti Neurons for ITSM?** I find Ivanti Neurons for ITSM really helpful for Incident Management, particularly because it offers faster resolution times. I also appreciate the strong reporting and dashboards, which are a big plus. The real-time SLA tracing is particularly valuable in keeping track of our commitments. The improved reporting and dashboards were a significant motivation for switching to it. Overall, these features have been quite effective for us. **What do you dislike about Ivanti Neurons for ITSM?** workflow configuration complexity **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** I use Ivanti Neurons for ITSM for Incident Management, which shortens resolution times. It provides strong reporting and dashboards, with real-time SLA tracking. **Official Response from Jenna Leonovich:** > Thank you for sharing your positive experience! We’re happy to know the product is meeting your needs and contributing to your success. We appreciate your trust and value having you in our customer community. ### 8. The worst ITSM product you can get. Stay away at all cost **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2026 **What do you like best about Ivanti Neurons for ITSM?** There is nothing good about this product. Their support is non-existent. They sales is extremely hard to get a hold of (maybe because we are small and they don't care). The product is buggy and not worth it at all. **What do you dislike about Ivanti Neurons for ITSM?** Everything is either average or not working properly. The remote connection is buggy, don't get me started on MACs and also the patching is hit and miss. They support is practically useless and make sure to read the contract because they will force you to stay with them if you don't give them 90 day notice. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Nothing, it's practically useless for what we wanted it for and they forced us to stick to it because we didn't give them a 90 day notice! **Official Response from Jenna Leonovich:** > Thank you for taking the time to share your thoughts. We’re sorry the experience didn’t land the way you wanted, and we appreciate you helping us understand where we can improve. I wanted to let you know about our new innovators hub which consolidates the Ivanti Success Portal and Ivanti Innovators, our user community into a single unified destination. All resources, case management tools and knowledge content are unified within one streamlined experience to support you better. hub.ivanti.com. ### 9. Strong Automation and Flexible ITSM That Boosts Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2026 **What do you like best about Ivanti Neurons for ITSM?** Strong automation, flexibility, and centralized ITSM management. It improves operational efficiency, service visibility, and supports digital transformation initiatives effectively. **What do you dislike about Ivanti Neurons for ITSM?** Advanced customization can be complex and requires technical expertise. The UI and workflow configuration could be more intuitive and user-friendly. . **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Ivanti Neurons for ITSM is helping solve inefficiencies in service management by automating workflows, centralizing processes, and improving visibility across IT operations. This has benefited us through faster response times, better user experience, increased operational efficiency, and improved decision-making for continuous service improvement. ### 10. Strong Product Integrations, but Platform Differentiation Could Be Clearer **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2026 **What do you like best about Ivanti Neurons for ITSM?** Integration between products. It allows for cross-pollination, but does also require customers to be ready for that level of overview in their field or frame of reference. **What do you dislike about Ivanti Neurons for ITSM?** The platform inclusion and differentiation previously didn't fully exemplify how various platforms benefit , and how other tools could also benefit or be included. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Integration platform that also combines with Pulse Secure / Ivanti Connect Secure and coordinates cluster-and-beyond settings, as configuration management. ### 11. Flexible and Feature-Rich Ivanti Neurons for ITSM is a one stop shop **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2025 **What do you like best about Ivanti Neurons for ITSM?** Ivanti Neurons for ITSM offers a wide range of impressive features. You have the flexibility to use their out-of-the-box setup or tailor it to suit your company's specific requirements, and both approaches work very well. **What do you dislike about Ivanti Neurons for ITSM?** One drawback of Ivanti Neurons for ITSM is that if your company relies on Google for email and chat, many of the platform's extra features become unavailable. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Ivanti Neurons for ITSM has been instrumental in addressing several challenges our company encounters. One of its standout features is the management of SLAs, along with the ability to keep all records for requests and incidents centralized and linked to each employee's record. This organization has enabled our call center to enhance support response times and resolve issues more efficiently. ### 12. New ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2025 **What do you like best about Ivanti Neurons for ITSM?** I like the integration of it to our Kaseya VSA Software. Also as the new reports that being use here. **What do you dislike about Ivanti Neurons for ITSM?** Still exploring on this on what will be the potential issue along the way. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We are using BMC, it solves the reports issue that are currently a problem to us. Also, the integration to our hardware via 3rd party application as well. ### 13. Neurons for ITSM has been a game changer for our IT Operations **Rating:** 4.5/5.0 stars **Reviewed by:** Adam S. | Enterprise (> 1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Ivanti Neurons for ITSM?** The platform is very basically laid out and fairly simple to understand. Modifying forms and lists is a simple task to accomplish while maintaining structure and relation to other objects. Integrating new objects to support IT business functions is also very easy. **What do you dislike about Ivanti Neurons for ITSM?** I've worked in development of business applications for 10+ years. There are always nuances that are never considered among the different tools that never come up as a requirement. Filter options for Dashboard layouts, data previews at key junctions while developing, and documentation of behaviors when things don't work are items I've needed to cover in my experience. The Support Desk has always been available to help in any of these cases mind you. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Allowing IT operations to perform functions collaboratively with its internal parties while at the same time consolidating our efforts into a simple point of contact for the customer has been revolutionary. We will be engaging very closely to integrate and automate many alerts and scripts for the purposes of removing a sitting person for this purpose. This frees up staff and time to get more done where we are actually needed most. ### 14. Ivanti Neurons for ITSM is highly customizable to our environment **Rating:** 4.0/5.0 stars **Reviewed by:** Eric B. | Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about Ivanti Neurons for ITSM?** Out of the box, Ivanti Neurons for ITSM is a good product. But we've found it to be very versital 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. **What do you dislike about Ivanti Neurons for ITSM?** The documentation is somewhat sparce. However, there is a well supported forum and discussion group. Many of our difficult questions were quickly answered in the user forum. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Before we had Ivanti Neurons for our ITSM solution all issues and requests came into our ticketing system without priority or workflow. This added major overhead for our Service Desk as they had to triage each request and determine which support person or team would need to be assigned. We Neurons we are able to customize the workflow of Service Requests and Incidents so most tickets are routed to the correct teams much more quickly. And since the processes are now documented and repeatable, we can more easily create reports and metrics on response times and staffing levels. ### 15. Highly customizable out of the box experience **Rating:** 4.0/5.0 stars **Reviewed by:** Jesse M. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2023 **What do you like best about Ivanti Neurons for ITSM?** 80% of ITSM is turnkey. Being hosted by Ivanti makes life so much easier and all the different environments they provide you with to keep you in a great place at no cost. They are getting to a low code/no code environment. I am able to connect using APIs to just about anything I want making the tool as simple or as robust as my company is ready for. The ability to integrate with Teams to use bots and interface with users to open tickets, redirect to FAQs or articles is amazing. **What do you dislike about Ivanti Neurons for ITSM?** The back end uses a SOAP API instead of REST. Ivanti is in the middle of a full rework of the underside of the product having acquired Cherwell. Some parts of the product are overly complex as it has been made to be flexible in five-thousand different ways if you want it to be. It needs a full reworking on the backend so you can find what you want in a much easier way without having to go to one place that takes you to another place that will tell you where you need to go to put your customer configuration in place. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We needed something that was going to fulfill all the Federal, State and ITIL requirements that we needed in an end-user support tool. It had to do more than take tickets. ### 16. iVanti_ITSM_Review **Rating:** 5.0/5.0 stars **Reviewed by:** Nikhil D. | Vice President, Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2024 **What do you like best about Ivanti Neurons for ITSM?** Ease of use, ease of implementation, cusotmer support **What do you dislike about Ivanti Neurons for ITSM?** Technical skilled workforce required, integration **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Solution make troubleshooting easy, machine learning capabilities would make it evolve over period ### 17. Neurons is good **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2023 **What do you like best about Ivanti Neurons for ITSM?** IT keeps track of discoverable items easily. Security tteam is able to use it for tracking assets as well. One best thing about it is that it integrates with our ticketing system seamlessly which removes alot of work. **What do you dislike about Ivanti Neurons for ITSM?** Like any other tool, it's not perfect. there are some items that i cannot dicover correctly, like DUAL ip or DUAL dns systems. For discovery, i needs to be more smooth and seamless. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** IT's helping us with asset tracking and assest history. We are also able to push patches and packages with ease. This helps greatly with automation which reduces administration time. ### 18. Ivanti Neurons for ITSM Review **Rating:** 4.5/5.0 stars **Reviewed by:** Chiranjeev S. | Administrative Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2023 **What do you like best about Ivanti Neurons for ITSM?** Ivanti for ITSM has been a great help for us. It has helped us alot in our employee onbaording and managing other employee related functions. It's highly customizeable and it can easily be integrated with any tool. **What do you dislike about Ivanti Neurons for ITSM?** The process of understandign it initially is quite difficult but overall it's a great tool **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** onboarding related tasks ### 19. Robust and capable of Enterprise level service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** August 29, 2023 **What do you like best about Ivanti Neurons for ITSM?** Easy of use Flexibility for expansion Feature set **What do you dislike about Ivanti Neurons for ITSM?** There is a lack of out of box integrations with other tools. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** This product allow for users to get help quickly. It also allows management more insight into the day to day issues impacting the orgnization. Having a dashboard for the Analysts to view and track what they are working on is key. ### 20. Expensive, buggy, and difficult to manage. Stay far away. **Rating:** 0.5/5.0 stars **Reviewed by:** Morgan F. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2020 **What do you like best about Ivanti Neurons for ITSM?** Supposedly, a mature implementation can integrate with other Ivanti tools. We were not able to see that benefit due to more fundamental problems with the platform. There's very little benefit to this platform that I can see that makes it any better than its competitors. **What do you dislike about Ivanti Neurons for ITSM?** Ivanti Service Manager (ISM) was a boondoggle from the start. It took over two years to get ISM working after we initially purchased it. Over those two years, we contracted with two different professional service partners and worked with Ivanti support themselves to iron out every wrinkle and squash every bug. Even once we moved it into production (after two years of implementation work), it still didn't work as well as competing service desk options. If I had one word for Ivanti Service Manager (ISM), it would be "overengineered." A simple workflow that would take 1 step in a better ticketing system takes 5 (or more) in Ivanti. A number of basic functions didn't work out of the box, such as knowledgebase full text search. The entire web interface is obfuscated behind a layer of Javascript that renders basic browser functions (like "open in a new window") inoperable. For example: do you want to send a link to a service request, incident, or knowledge base article by email? You can't do that without significant customization. Do you want to open a few knowledgebase articles in different browser tabs? Again, you can't do that. Do you have users who need to use browser accessibility functions (say, for the visually-impaired)? ISM doesn't support that, either. Cross-compatibility between different browsers, and even different versions of the same browser, is poor. We found that some functions would work in Chrome and not Firefox, or vice versa. Even when the platform is working, it's extremely counterintuitive for both customers submitting tickets and for engineers supporting them. An incident management system should facilitate support, not get in its way. ISM gets in the way. Ivanti doesn't even use this product internally, as far as we can tell. Their ticketing and knowledgebase systems are built on Madcap and Jive. I can think of a dozen incident management systems & ticketing systems that I'd rather use than this. **Recommendations to others considering Ivanti Neurons for ITSM:** Stay away. Stay far away. Look at Jira, ZenDesk, ServiceNow, KACE, or one of the many open-source alternatives. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** After two years, we've finally got it working as a basic IT support ticketing system. Sadly, we spent far too much money and time to get here, where there are many better (and less expensive) options we should have chosen instead. ### 21. Excellent ticket management system **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** August 24, 2021 **What do you like best about Ivanti Neurons for ITSM?** It makes it a breeze to fulfill requests from end users. It automatically emails the end user for you and reduces clicks and emails needed to get the job done. **What do you dislike about Ivanti Neurons for ITSM?** Not the most user friendly at first. Takes some time to understand **Recommendations to others considering Ivanti Neurons for ITSM:** Take the free courses to get started. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** It helps our company fix issues, so they can get ok with their job or life. Both internally end externally. It creates a problem solving pipeline, so we can troubleshoot and it takes care of the rest. ### 22. Ivanti Service Manager in the Service Desk **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2021 **What do you like best about Ivanti Neurons for ITSM?** The ease of use. The customizability. The supportive Ivanti forum. **What do you dislike about Ivanti Neurons for ITSM?** The higher technical treshold when desiging and implementing new objects (offerings, picklists,...) But again, I only have 1 year of Admin access and experience in the "backend". **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Creation of Service offerings. Implementing functionalities like the announcement, which wasn't used before. Being able to change and adapt any aspects (offerings, design, workflows,...) on short ntice, without having to solicit the external support ### 23. IT Service Management software **Rating:** 5.0/5.0 stars **Reviewed by:** Saudamini J. | Director Of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2021 **What do you like best about Ivanti Neurons for ITSM?** This tool provided us high level of visibility and allowed us to better project visibility and tickets. It automated most of the steps of our operations with its build in automated tool, so we do not have to keep clicking for repeating tasks and everything is being done automatically which is also saving our time. The portal it provided us is allowing users to solve issues and to keep check on the status of their issues. **What do you dislike about Ivanti Neurons for ITSM?** This is software is providing a lot of services from a single platform so when there is a lot of options, our mostly team members found it bit confusing so they must have required a proper training of this tool to gain complete benefit from it. It is too much technical for non-technical employee. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** This is a good platform for my company which solved all our problems. The customization is amazing, and we can change everything according to our need which is very helpful. It is providing great level of support to my organization. The inventory management feature is an additional benefit for us. The support team is always a call away which makes this tool better than its alternatives. ### 24. Daily work so experience is so good easy and stable easy to import reports **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 27, 2021 **What do you like best about Ivanti Neurons for ITSM?** As I'm working as DBA so I receive tickets on Ivanti which gives me best experience to easy to use and easy to import many tickets by using filters. **What do you dislike about Ivanti Neurons for ITSM?** I don't think there is downside in Ivanti. **Recommendations to others considering Ivanti Neurons for ITSM:** I don't think there is any advise. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Easy to raise ticketing without any complications like other ticketing tools. ### 25. Ease of customization **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2021 **What do you like best about Ivanti Neurons for ITSM?** Its very wasy to use and customize compared to ServiceNow **What do you dislike about Ivanti Neurons for ITSM?** Lot of enhancements needed from its makers.. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Service Desk, CI, Asset management ### 26. a strong and stable service that is easy to maneuver and navigate **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2021 **What do you like best about Ivanti Neurons for ITSM?** the ease of access to all teams and call stacks i have access to. **What do you dislike about Ivanti Neurons for ITSM?** task assignments always being assigned to the default queue **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** network issues, a great benefit is being able to group calls together. ### 27. Ivanti is good **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** July 05, 2021 **What do you like best about Ivanti Neurons for ITSM?** Best software as per organisations requirement **What do you dislike about Ivanti Neurons for ITSM?** None it looks ivanti has variety of appl8cations required for an organization **Recommendations to others considering Ivanti Neurons for ITSM:** Overall management for an organization **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Vulnerability management and client push ### 28. Easy to use, easy to configure, robust product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** July 19, 2018 **What do you like best about Ivanti Neurons for ITSM?** Product is easy to use, easy to customize, easy to admin for. Once you teach staff how to interact with one workspace, the others are very easy to learn as they all have a similar look/feel. The out of the box product is very robust and is a viable product on its own before customization. **What do you dislike about Ivanti Neurons for ITSM?** There are a few items I'd like to see enhanced for better functionality or increased security, but Ivanti hosts a forum for their customers to suggest and vote on enhancements. I feel reassured that they take suggestions from their customers seriously, so I look forward to seeing my suggestions implemented at some point in the future. **Recommendations to others considering Ivanti Neurons for ITSM:** I recommend contacting Ivanti to set up a demo, and to request a trial. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** With ISM, we've been able to integrate several systems into one tool, automate CI tracking, enhance the customer experience, see increased productivity from staff, provide easy to view reports and graphs for management, improve request visibility for all parties, eliminate messy email approvals, just to name some of the benefits. ### 29. Feature-packed but could it be over-complicated? **Rating:** 3.0/5.0 stars **Reviewed by:** Andy H. | Customer Service Specialist, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** October 02, 2019 **What do you like best about Ivanti Neurons for ITSM?** The Ivanti Service Manager application is jam packed full of features, with so much detail that can be recorded against incidents, it makes running a service desk a very well organised and well oiled machine! **What do you dislike about Ivanti Neurons for ITSM?** It is hugely complicated, its huge array of features and fields means it takes a very long time to get new features activated or new configurations built. This delays our service offerings and makes things more complicated than they need to be. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Our previous ticketing system had very poor search functionality which made it very difficult to find any historical information. We also had no options for statistical analysis with our previous system. ### 30. Very powerful tool **Rating:** 4.0/5.0 stars **Reviewed by:** Timothy D. | Lead Technical Support Specialist, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** The admin console gives a lot of flexibility and is very powerful. In the vast majority of scenarios, I can configure Ivanti to support our business process with business objects, rules, workflows and quick actions. The community is very helpful and provides a lot of great ideas and creative solutions. I am constantly finding out new ways to use the tools Ivanti provides. **What do you dislike about Ivanti Neurons for ITSM?** User interface restrictions in Self Service Mobile -- cannot modify some of the form views (like Knowledge) and there are limitations on the kinds of workspaces that can be shown. The form editor can be clunky and produce inconsistent results. I've found myself having to recreate forms from scratch because it was easier than trying to make modifications. **Recommendations to others considering Ivanti Neurons for ITSM:** As someone who works at a Service Desk, this tool is extremely useful. If you take the time to learn the tool, you can meet your business's needs. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Ivanti Service Managers has allowed us to move away from classic HEAT ticketing software, and to support new business processes with software. Ivanti has become a platform where many of our business and IT processes reside. For example, we are currently working on using Ivanti Voice to: 1. create tickets from our voicemail system 2. allowing users to go through an automated password reset process. Both of these features will help lower our call volume at the Service Desk, and will streamline processes (especially after hours). ### 31. Started off Rough, But Finished Spectacular. **Rating:** 5.0/5.0 stars **Reviewed by:** John T. | SR. Systems Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** The interfaces and the configuration, ease of use for the end user. **What do you dislike about Ivanti Neurons for ITSM?** Lack of well written documentation. Step by Step how to documents are very much needed. Training is lacking as well. Make sure you don't do the generic SOW It is better to just purchase time and Make sure if you do on premise you get a Vendor Tech that has lots of experience. **Recommendations to others considering Ivanti Neurons for ITSM:** Be realistic about time line. Management can set unrealistic goals for go live. Make sure you ask for a Vendor Tech that will help you through the install and setup. Take lots of notes ask lots of questions. Do a one week sessions split it up don't do it all in a row give yourself time to learn the product. Your time needs to be fully vested in this to do it justice. If you can't do that make sure you give yourself 6months at least to go live. We are doing it in 3 months and it is very rushed. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Our current/old system was Epicor ITSM. It was difficult to move around in and more then half of the 50 staff members did not use or used as little as possible. Never could get the web interface working in epicor. Figured that after engaging the vendor it would cost more in the time needed for the vendor to polish up the existing and add all the features that we got in ISM. We are going live with ISM 2-25-2019 currently we are creating internal documentation and polishing up ISM. There are three tiers that you can purchase we started with the first tier. We will be adding the next two tiers toward the end of 2019. We utilized the vendor for 3 weeks of support. We should have purchase 4 weeks. We are looking at purchasing 1 more week in a month or so. We are getting the buy in from all the IT staff and I am sure our customers (hospital staff) will love the ease of use as well. I would recommend this software to anyone that is looking to improve the customer service. ### 32. Good product, but resources are behind a paywall **Rating:** 4.5/5.0 stars **Reviewed by:** Kyle S. | User Support Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2019 **What do you like best about Ivanti Neurons for ITSM?** ISM is pretty intuitive for the most part. So far, the Request Offerings in the Service Catalog has been the easiest to set-up and to get immediate value from. **What do you dislike about Ivanti Neurons for ITSM?** It's hard to find documentation on how to perform basic tasks or implement common features online. This is further exacerbated by renaming of products and finding resources that are for older versions of the product that no longer apply, etc. It gives the impression that Ivanti wants to the customer to pay extra for these types of resources (consultant, Ivanti Global Academy, etc.) Compare this with ServiceNow. **Recommendations to others considering Ivanti Neurons for ITSM:** Make sure that you include the cost of consulting and/or the Ivanti Global Academy. Resources are scarce online, compared to ServiceNow. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** ISM has helped us turn email only Requests and Incidents into Service Catalog items and automatically generated tickets. It's also helped manage routine requests for our HR department. ### 33. ...and the kitchen sink **Rating:** 4.5/5.0 stars **Reviewed by:** Bob T. | Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2019 **What do you like best about Ivanti Neurons for ITSM?** When we first saw the demo for ISM (HEAT) our helpdesk crew, including myself were FLOORED by how many features it has. The best part is that we can direct users to a portal or knowledge when they need help. **What do you dislike about Ivanti Neurons for ITSM?** As an administrator, you need to be a jack of all trades when trying to manipulate the system. It doesn't hurt to have some programming background. **Recommendations to others considering Ivanti Neurons for ITSM:** Get a team. One person alone cannot administrate this easily. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We get audited ever so often, and in those times, we would have to close our doors for a week just to make sense of everything. As of right now, there's many tools that allow us to instantly show the exact number of machines, office installs, adobe installs, etc - we can even retract licences from un-used copies. ### 34. Customized, Automated and Well Supported **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff B. | IT Support Operations Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 13, 2019 **What do you like best about Ivanti Neurons for ITSM?** Our ability to customize almost all their products and the partnership that thrives for both sides. We love pushing the boundaries of what people think is 'Possible'. **What do you dislike about Ivanti Neurons for ITSM?** Often buggy during development. This is mostly due to the customized part. The more customized you make the product to work for your company, the more likely you will spend time shaking out bugs during development. **Recommendations to others considering Ivanti Neurons for ITSM:** ISM is a wonderful problem solving tool. They earned their reputation of being able to make what business's said were impossible, possible. Can't, isn't a word Ivanti uses often and is always followed with "Let us see what we can do to make that work". **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Automation for Tax Season form requests, automation for phone system, smooth connection between departments work spaces to allow for inter-departmental partnerships. ### 35. Beautiful yet still developing business solutions platform **Rating:** 4.5/5.0 stars **Reviewed by:** Jeffrey B. | IT Support Operations Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2019 **What do you like best about Ivanti Neurons for ITSM?** The best part of ISM and its sister applications is that it just gets the job done. It allows for customization, but even out of the box configurations can help business solutions and manageability. **What do you dislike about Ivanti Neurons for ITSM?** Like with any platform, the more you customize for your own business needs, the more likely you will run into unforeseeable problems. **Recommendations to others considering Ivanti Neurons for ITSM:** If you wish to begin this journey, plan to have help in learning how to build & configure and then later support. We have a 6 person team doing this with ISM, Voice, Xtraction, automation, etc... **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Mass automation in our voice phone system that allows our hundreds of thousands of employees to make on demand requests for their W2's, personal information changes, general IT outage announcements and transparency for high level management. ### 36. Great tool for every application **Rating:** 4.0/5.0 stars **Reviewed by:** Florian H. | Application Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 05, 2019 **What do you like best about Ivanti Neurons for ITSM?** The possibility to customize everything; configure the system that it fits to your own requirements in the company. From out of the box to self-developed modules - everything is configurable. **What do you dislike about Ivanti Neurons for ITSM?** The service catalog is unfortunately not very administrator friendly. Here are some features missing, that would make it easier to configure the Request Offerings. **Recommendations to others considering Ivanti Neurons for ITSM:** Great tool, if you have the resources and man-power for the administration and if you want to configure a fitted system for your company. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We implemented our company internal demandmanagement with a new and own developed module. In the production area, we implemented ISM for our Shopfloor-Management. It is also a self developed Module. We integrated a hugh amount of automated workflows for AD permissions combined with approvals from the Business-Area Managers. ### 37. ivanti HEAT - Service Manager **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** Very intuitive application. Easy to switch to and from different roles to access the software's different features **What do you dislike about Ivanti Neurons for ITSM?** Not really an issue with the software but our company uses the Service Manager for business functions which the program was not designed for. In turn, we sometimes experience issues in performance when there are heavy user loads. **Recommendations to others considering Ivanti Neurons for ITSM:** We would benefit from more features when designing different forms in HEAT. It's difficult to design forms with different column spacing as the designer does not allow placement of different fields in whichever location. A lot of the times we have to use blank boxes to serve as an empty space if we are trying to make a form aesthetically pleasing for the front end user **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Our company users the Service Manager to facilitate different business- line workflows such as loan origination and maintenance. I know this isn't what the product was intended for but I think it's very telling that we can customize your product to fill the needs of various different departments. ### 38. ISM covers all the needs of a company in line with ITIL standards **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** The tool customization capability is by far its most valuable argument against other tools. Its certified ITIL processes can be used as guidelines to make your company more "ITIL Compliant". **What do you dislike about Ivanti Neurons for ITSM?** Within the customization capability, some sides of it doesn't seem natural when compared to pure development logic. Support tends to get way slower when it comes to technical issues. And finally, actual bugs are sometimes disregarded as they can't be addressed in next releases (which can be escalated at the cost of a lengthy process) **Recommendations to others considering Ivanti Neurons for ITSM:** Ivanti Service Manager is a tool entirely fitted to any company willing to fit latest ITIL standards. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Precise tracking of customer issues and requests. Asset Inventory lifecycle and billing. Adjusting our workflows to fit ITIL with the help of the tools' workflows ### 39. Decent ticket system, can be difficult to learn **Rating:** 3.5/5.0 stars **Reviewed by:** Amanda G. | Technical Support Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2019 **What do you like best about Ivanti Neurons for ITSM?** I like that there are ways to categorize different issues and when you get ready to search for something, it makes sense of where to start looking. **What do you dislike about Ivanti Neurons for ITSM?** I hate the search feature. It doesn’t ever work like it should. Even if I use advanced search, it never works correctly. I’m not sure if there is something wrong with the code or what, but it is so frustrating and I usually just end of manually looking through pages and pages of tickets to find what I’m looking for. **Recommendations to others considering Ivanti Neurons for ITSM:** This system is completely customizable to your organization so make sure you take full advantage of that before going live with it. Do some test runs before going live so you know how to use the software. Train employees that will be using it everyday and don’t just expect them to pick it up because it can be a little tedious to learn. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We had a very outdated ticketing system and we invested in Ivanti because we liked that it could be customized to our organization. I do like that we have categories to divide tasks and incidents and group together teams on projects. ### 40. Robust system with many options. **Rating:** 4.5/5.0 stars **Reviewed by:** Patrick H. | Enterprise Application Manager, Banking, Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** I like that I am able to really control the design of what the end user see and what data I want to collect. This really help with analyzing data to be more proactive when we start looking at trends with equipment or training. **What do you dislike about Ivanti Neurons for ITSM?** The form creation side need to be more GUI friendly and out of the box there is a lot of legacy stuff that needs to be cleaned up, so as not to present options that are no longer valid. **Recommendations to others considering Ivanti Neurons for ITSM:** Plan Plan Plan, give you and your team time to design and understand ITIL month before setting up the software. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Just finished the implementation, but the analytic will be a key tool in shaping what IT looks like. ### 41. Versatile and powerful **Rating:** 4.0/5.0 stars **Reviewed by:** Vee F. | Team Leader (ITSM), Higher Education, Enterprise (> 1000 emp.) **Reviewed Date:** February 13, 2019 **What do you like best about Ivanti Neurons for ITSM?** The ISM platform is powerful and we have been able to on-board teams throughout all areas of our business, not just ICT. Its versatility is what really does it for us - we have the ability to create whatever we like. We have the power to implement improvements to many business units, allow them to streamline their workflows and track their work. Many teams were stuck working from paper forms and emails but ISM has allowed us to refine their processes and digitise and formalise them, providing a better experience for their customers and a much better way for the teams to track and manage their work. We've created many custom business objects and been able to implement some very clever solutions. The ISM is truly a platform whose use is limited by your imagination. **What do you dislike about Ivanti Neurons for ITSM?** It can be difficult to find the information we need at times. How-tos and technical information. The help pages are useful but often don't feel quite comprehensive enough. I also believe that Ivanti can improve their customer communication somewhat and making it easier to find information and technical articles on their website. The community forums can also use a bit of work. **Recommendations to others considering Ivanti Neurons for ITSM:** Implement in-house. Having your own full-time administrators will allow you to get the most out of the system. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** ISM is integrated into each one of our ICT teams and we have been able to cater for each team's workflow and requirements allowing them to more accurately track, link and relate incoming work and development tasks. We've also implemented modules for Human Resources, Finance, Procurement, Library, Records Management, Payroll and more. We've found ISM's versatility and customisability has allowed us to onboard nearly any business process, allowing them to more effectively and formally track their work and provide a better experience to their customers. ### 42. Unstable, no bugfixes & known issues get closed as unimportant **Rating:** 0.5/5.0 stars **Reviewed by:** Rik H. | Toepassingbeheerder CRM/DMS, Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2019 **What do you like best about Ivanti Neurons for ITSM?** We have about 6-7.000 end users using the platform for reporting tickets & submitting servicerequests. We've been using it for almost 2 years. Look & feel is reasonable, doesn't feel too dated Allows you to customize easily (if your lucky enough and don't run into one of the countless limitations or known bugs) Requires intensive training to get indepth product knowledge (mainly getting to know the countless limitations) **What do you dislike about Ivanti Neurons for ITSM?** We've been having countless issues with this product since we started using it 2 years ago. - Issues causing dataloss take over 12 months already, and no solution or workaround is being provided. Customer service responses don't contain any usable information. We have confirmation that these issues also affect other customers using this software. After a few months we were assigned a developer, but this person keeps changing and no feedback is provided to the customer. We have received so solutions to our issues so far. - Usability issues never get addressed. Even if this means the processing of tickets is seriously impaired by them. - Every update introduces new bugs, which only get addressed 2 releases later (no hotfixes!!) (onpremise release cycle is terribly slow, so you're stuck with the bug for 6 months) - internal processes simply stop working (servicerequests) without any visual indication. - if you have complex requirements (like a for-each loop) in a servicerequest, give up. It won't happen. Anything outside of very basic functionality isn't supported by the workflow engine. - performance issues never get fixed Their backlog of known issues must be huge, since they are not fixing any of ours. Or they are simply not focusing any resources on product stability, service request automation, and basic businessrules issues... **Recommendations to others considering Ivanti Neurons for ITSM:** if you have complex requirements for service requests/workflow execution, don't bother or ask your verdor to offer you a fixed budget project. Otherwise you'll be paying very large sums to overcome basic limitations and bugs. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** complex automation of service requests servicedesk ticketing cataloguing hardware ### 43. Robust System With A Steep Learning Curve **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** I like that Ivanti Service Manager implements ITIL. If you know ITIL you will recognize its concepts built into ITSM. If you do not know ITIL, working with ITSM opens the opportunity to learn ITIL concepts along side ITSM implementation. ITIL will provide the learner with a framework and vocabulary for understanding IT and his/her place in it. For those who do not want to keep programmers on hand to maintain a service management system, ITSM is programmer-less. **What do you dislike about Ivanti Neurons for ITSM?** ITSM configuration is not at all intuitive. Beginning admins will need lots of time to learn how to configure ITSM offerings. A consultant will probably be needed for the initial setup. Ivanti offers training classes, but those classes just get you started. The training does not beyond the class materials, so you could probably get as good of an introduction just by reading the class materials and doing the exercises. ITSM support was good, but inconsistent. Certainly, I had a good experience with one of the analysts, but I was also referred to the community boards by support. **Recommendations to others considering Ivanti Neurons for ITSM:** Try to gain a sense of what it will be like to configure ITSM and the limitation of request offering forms. Investigate how Ivanti Support incorporates the community boards in its support efforts. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** As our IT operation matures we are moving towards greater ITIL compliance. We did not have a service management tool prior to ITSM, so ITSM is growing along with the division. It is our primary system for managing services and will ultimately be rolled out to the full campus. It is early in our implementation. We are now tracking incidents and services requests, and just beginning to incorporate change management into ITSM. Change management is a relatively new initiative for us, so incorporating it into ITSM now will allow us to evolve the change management module as we refine our change management practices. ### 44. New Customer Review **Rating:** 4.0/5.0 stars **Reviewed by:** Tina M. | Project Management Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** We have been using Service Manager for less than 1 year. It is very configurable, and there's a ton that can be done with it! **What do you dislike about Ivanti Neurons for ITSM?** The product is easy to configure, but there's a lot going on within it, and sometimes it is difficult to find where the change needs to be made. Also, it can be difficult to see updates to incidents in the journal. **Recommendations to others considering Ivanti Neurons for ITSM:** Support have been very helpful. I recommend Admin training and implementing using Ivanti's Professional Services. We also contracted for some additional consulting days beyond the initial implementation. These were helpful to have available 9 months after implementation to use to configure functions that we discovered needed to be changed after we had been using it for a while. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We are working on streamlining processes through Service Manager, such as onboarding and offboarding. Also, providing self-service services for our customers. We are still early in this process, so the benefits haven't been fully realized as of yet. ### 45. Time Saver **Rating:** 4.5/5.0 stars **Reviewed by:** Jason W. | User Support Admin II, Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2019 **What do you like best about Ivanti Neurons for ITSM?** Having the ability to manage our machines based on queries I build. For instance our support staff can depend on the fact that if they are working on a surface, the dock updater is there because EPM has pushed it out because the device is a "surface". **What do you dislike about Ivanti Neurons for ITSM?** My one main complaint is the inability to restart a failed task from the failure. Currently if one our more complicated deployments fail, I have to start the entire process over again. It would be greatly beneficial if I could simply start the failed process again. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Keeping tasks organized, we depended on email before ITSM. Almost no request "slips through the cracks" anymore. ### 46. ServiceDesk is Awesome! **Rating:** 5.0/5.0 stars **Reviewed by:** Catherine L. | Senior Systems Administrator, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** We have been using Ivanti Service Manager for a number of years. We have customized it to meet our needs. This saves our IT department many hours each day to have all requests and incidents automated. The approval process that the requests go through is seamless and saves us time and paperwork. **What do you dislike about Ivanti Neurons for ITSM?** Nothing yet. We are happy with the product **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Mostly the approval process. Tickets can be directed to the appropriate level of management or HR. This takes IT out of that process. Our campus is now hosting the Super Bowl. Our Public Safety Department is making use of Service Manager for access badge approval. They are thoroughly impressed with the capabilities of this software. ### 47. Ease of use **Rating:** 4.5/5.0 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?** My team is able to configure ISM with ease. They have all promoted from the Service Desk and learned how to configure and manage the system. **What do you dislike about Ivanti Neurons for ITSM?** There is so much I would love to do in the system and just not enough time to do it all. We have learned to do little wins at a time. **Recommendations to others considering Ivanti Neurons for ITSM:** Look at all of the features. However, dont become overwhelmed with everything available. Start small and build from there. Allow your users to partner with you when creating and configuring. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** The new hire request was multiple requests just to get the new person the access and equipment they needed. When we created and implemented our new hire request, we were able to gather all of the information in one form. Therefore, the manager did not need to go to multiple places to onboard their person. ### 48. Robust Helpdesk **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2019 **What do you like best about Ivanti Neurons for ITSM?** THere are a lot of features and capabilities in this system. I appreciate the flexibility. **What do you dislike about Ivanti Neurons for ITSM?** You really have to immerse yourself in the learning of the software to understand it, and the tremendous flexibility is tempered with some strange rigidity in certain areas. **Recommendations to others considering Ivanti Neurons for ITSM:** Be prepared to spend a fair amount of time configuring and administering the product. If you already have ITIL workflow in place, this is probably quite a bit easier. This is really designed to support that ITIL model and mindset. It can be simplified. A lot of things that we were initially told we could not do, we learned that we could actually do, but mostly through trial and error. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** We needed a new "helpdesk" system and to introduce some more formal process into our workflows. We have been fortunate enough to be able to dial the complexity of ISM down some so that we could start simple and add features to our workflow over time to help our people ease into it. ### 49. Awesome Application **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** It is very user friendly. It has allowed us to tweak the application in order to source its capabilities for numerous ticketing and reporting aspects of our business. The functionality and capabilities are stellar. It is functionally efficient and the internal users have very little to no issues performing their daily duties. **What do you dislike about Ivanti Neurons for ITSM?** It's limited or absent capabilities to integrate through API's. **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** It allows us to effectively log, track and capture our internal as well as external customers issues in an efficient way. It provides us with historical data that allows us to keep track of customer information related to any issues they would have encountered through the years as well as provide the reporting and statistical data to be able to identify key areas of recurring issues which customers face and allow us to improve upon these issues thereby making our customers experience better. ### 50. Ivanti Service Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Johanna M. | Recruiter, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Ivanti Neurons for ITSM?** At our company we use the Ivnati Service Manager for talent (employee) sick pay/leave. Reports are simple to submit. You enter employee ID number, how many hours requested and their pay rate. A must for any employer to have, specially staffing agencies as you can enter employee sick pay by company. Once submitted you receive an email with a confirmation. Talent is then paid for requested sick day. The system also lets you know how many hours a certain employee has available before even submitting the request form. Ivanti has other uses for example you can also use it for payroll, travel expenses, IT support services etc. Highly recommend to all employers! **What do you dislike about Ivanti Neurons for ITSM?** I am actually very happy with it. Don't have any cons about the program. Simple to use and very helpful. **Recommendations to others considering Ivanti Neurons for ITSM:** If you need a system to help with sick pay this one is definitely a great one! **What problems is Ivanti Neurons for ITSM solving and how is that benefiting you?** Now we can easily go back and review anyone's sick pay by just looking at our service request. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+11%3A03%3A25+-0500&secure%5Bsession_id%5D=ea234ef3-8804-4809-9c46-3745a3fc412b&secure%5Btoken%5D=c6fd8f23fd7a4ab96a2736de745e2a6187b009c7c3ba900bf20f3233d5c64321&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 - Audit Trail ## Top Ivanti Neurons for ITSM Alternatives - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,825 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,302 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews)