What I like best about Ivanti Neurons for ITSM is its ability to automate and simplify service management processes while improving the user experience. I especially appreciate its no-code/low-code workflow capabilities, which allow teams to quickly adapt processes without extensive development effort. The self-service features, strong incident and change management functions, and integration capabilities help increase efficiency Review collected by and hosted on G2.com.

One area that could be improved is the initial setup and customization process, as it can sometimes feel complex and require a learning curve, especially for organizations implementing advanced workflows. Additionally, some users may find that certain configurations still require specialized knowledge to fully utilize the platform's capabilities. However, once properly configured, the flexibility and automation features generally outweigh these challenges. Review collected by and hosted on G2.com.

What I like best about Ivanti Neurons for ITSM is how it combines a clean, intuitive UI with powerful automation and integration capabilities that significantly improve daily workflows. The self-service portal and well-organized agent interface reduce ticket handling time, while integrations with identity and internal systems enable automated processes like user provisioning, minimizing manual effort and errors. The platform performs reliably even under high workloads, and features like automated ticket routing and AI-driven suggestions help accelerate resolution times and maintain SLAs. Although the initial investment can be high, the efficiency gains and reduction in repetitive tasks deliver strong ROI over time. Additionally, the structured onboarding, responsive support, and built-in AI capabilities enhance consistency and overall service quality, making the platform a valuable asset for IT service management. Review collected by and hosted on G2.com.

While Ivanti Neurons for ITSM is a strong platform overall, there are a few areas that could be improved. The **UI/UX**, although generally clean, can feel inconsistent in more advanced configuration areas, making complex workflows harder to design without deeper expertise. **Integrations** are powerful but sometimes require significant customization or technical effort to implement and maintain, especially when working with legacy systems. In terms of **performance**, occasional slowdowns can occur when handling large datasets or heavily customized environments, which can impact agent efficiency during peak times. The **pricing model** can be relatively high compared to competitors, and some advanced features feel locked behind additional costs, which may affect perceived ROI for smaller teams. Regarding **support and onboarding**, while documentation is solid, the initial setup and learning curve can be challenging without experienced resources. Finally, the **AI capabilities**, although useful for ticket routing and suggestions, still feel somewhat limited in maturity, and there is room for improvement in making them more adaptive and insightful for complex use cases. Review collected by and hosted on G2.com.

Ivanti Neurons for ITSM is a highly customizable ITSM tool. It works well out of the box, but it can also be tailored to fit your organization’s needs. The UI is easy to navigate, and it’s straightforward to customize. It also feels faster than its predecessor, Cherwell. There are countless integration options available, whether you use prebuilt connectors or build custom integrations. On top of that, Ivanti’s cost is much lower than the competition, even though it remains very powerful. Review collected by and hosted on G2.com.

While Ivanti is extremely customizable overall, there are still many areas where customization is either very difficult or not possible at all. Things like forms and the UI can be hard to tailor, and I often end up settling for “Good enough, I guess.” Another major downside is how different the Service Requests experience feels compared to every other business object, which is especially frustrating for the teams who work the tickets day to day. Review collected by and hosted on G2.com.

The interface and usability make it easy to quickly grasp the basics of, but there's still plenty of depth to do a lot more. Having such an accessible floor yet still maintaining a high ceiling means getting into the tool to start learning is easy, and being able to go beyond the basics is possible. Review collected by and hosted on G2.com.

Some major issues can linger longer than we would like, and that can cause disruptions in our business workflows. Interfacing with support is quick, but even then the resolutions can still take much more time than we would care for. Review collected by and hosted on G2.com.

What I like best is its automation and AI-powered ticket routing, which help resolve issues faster and reduce manual work. I also appreciate its self-service options and workflow automation, which further cut down on manual effort and improve overall efficiency. Review collected by and hosted on G2.com.

It can feel complex to configure, and the interface and integrations aren’t always as smooth as users might expect. The documentation and support can be weak, so learning the system and troubleshooting issues may take extra effort. Review collected by and hosted on G2.com.

Here’s a more natural, human-sounding version:

What I like most about Ivanti Neurons for ITSM is how it brings everything into one place and makes day-to-day IT service management much easier. The workflows are flexible, the self-service portal is user-friendly, and automation helps reduce a lot of repetitive manual work. It gives good visibility into incidents, requests, and changes, which helps teams stay organized and respond more efficiently. Overall, it has helped simplify processes and improve productivity across the team. Review collected by and hosted on G2.com.

The biggest drawback is the learning curve. While the platform is powerful, some configurations and customizations can be complex, and certain parts of the interface could be more intuitive for new users. Review collected by and hosted on G2.com.

What I highlight most about Ivanti Neurons for ITSM is its ability to centralize and automate IT service management processes on a single platform. It facilitates the management of incidents, requests, and assets, improving operational efficiency, visibility, and the experience for both IT teams and end users. Review collected by and hosted on G2.com.

Some advanced features may require an initial learning curve and setup time, especially in complex environments or with multiple integrations. In certain cases, customization may demand more specialized technical knowledge, although the platform's flexibility and automation capabilities provide significant long-term value. Review collected by and hosted on G2.com.

What I like most about Ivanti Neurons for ITSM is how it simplifies and automates daily IT support tasks. The platform is very intuitive and helps reduce manual work through automation, which improves efficiency and response times. I also appreciate the flexibility of the workflows and how easy it is to customize processes based on business needs.

Another strong point is the user experience, both for IT teams and end users. The self-service portal and automation features make incident and request management much smoother. In addition, the reporting and visibility tools help track performance and identify areas for improvement. Overall, it is a reliable solution that helps organizations deliver faster and more organized IT services. Review collected by and hosted on G2.com.

One thing I dislike about Ivanti Neurons for ITSM is that some configurations and advanced customizations can become quite complex, especially for new users or smaller IT teams. Certain workflows and integrations require a good amount of technical knowledge, which can increase implementation time.

I also think the interface can occasionally feel overwhelming because of the number of available options and menus. In some cases, performance can slow down when handling larger environments or highly customized processes. Additionally, troubleshooting issues may require more detailed documentation or support resources than expected. Despite these points, the platform is still very powerful and flexible overall. Review collected by and hosted on G2.com.

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.