Top Rated Ivanti Neurons for ITSM Alternatives
187 Ivanti Neurons for ITSM Reviews
Overall Review Sentiment for Ivanti Neurons for ITSM
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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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
For me, the main point about the product is that you get a solid foundation with the "standard content" the vendor delivers but you have the ability to customize that in an easy way. Our team consists mainly of IT-savvy people without a background in software development. Still, they feel quite at home in the software and constantly develop new functionality.
A second aspect that does not concern so much the software but rather Ivanti as the vendor is the strong community behind the product. Ivanti actively facilitates user groups both virtual and in-person for all kinds of topics concerning their portfolio. Many valuable tipps, tricks, insights and ideas that we incorporate in our customized solution are coming from the community.
We integrate various other applications inside our company as well as customer systems. For our own applications, we typically use a database-level integration or flat files. Recently, we also use the Ivanti API. For customer systems we are still sticking to either email or a custom (reduced) API built on top of the native platform API.
We are an IT service provider with 300+ supporters that use the software daily to support about 9000 customers on the client side. Review collected by and hosted on G2.com.
Even though the software is seeing some substantial development recently after having bought Cherwell Service Management, the solution still feels a bit dated in the admin and analyst part. Personally, I am not a fan of the general organisation of the page in the analyst/supporter backend with a simulated menubar and tab bar below that instead of using native browser tabs. Also, many views seem a bit cluttered. Ivanti has promised, though, that this will receive a general redesign shortly. First results are apparent in the customer portal, which looks much more modern and organised. Review collected by and hosted on G2.com.
- Excellent flexiblity allowing admins to build business objects and link them together to create complex workflows
- Good product support and documentation available online
- Many add-ons available to enhance your ITSM experience Review collected by and hosted on G2.com.
- Steep learning curve to maximize the potential return on investment
- modules can feel disjointed from one another with completely different look / feel as they were developed by other teams
- Customizations are often more time consuming than anticipated Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
The process of understandign it initially is quite difficult but overall it's a great tool Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
