G2

Chitra M.

Talent Acquisition

Enterprise (> 1000 emp.)

Originally submitted 5/19/2026

"Automation and Flexible Workflows That Boost Service Desk Efficiency with AI"

4.5/5

What do you like best about Ivanti ITSM?

Ivanti Neurons for ITSM is its strong automation and AI-driven service management. The platform reduces manual effort by automatically routing tickets, generating knowledge articles, and helping improve incident resolution times.

The no-code/low-code workflow customization is another big advantage, since teams can design and automate processes without relying heavily on developers.

Features such as AI-powered virtual agents, self-service portals, and proactive issue resolution can improve productivity while also reducing ticket volume. Review collected by and hosted on G2.com.

What do you dislike about Ivanti ITSM?

It offers a lot of flexibility, but configuring workflows, integrations, and automation can take significant time and often requires strong technical knowledge. As a result, onboarding may be challenging for smaller teams or for first-time users.

Another drawback is navigation paths and administrative tasks require extra steps, which can reduce day-to-day efficiency until users become more familiar with how everything is organized. Review collected by and hosted on G2.com.

What problems is Ivanti ITSM solving and how is that benefiting you?

This ITSM platform helps address several common IT service management challenges, such as slow ticket resolution, manual workflows, limited visibility into incidents, and inefficient employee support processes. It uses AI and automation to streamline ticket handling, reduce repetitive work, and improve service delivery across the organization.

Capabilities like incident summarization and knowledge article generation also help service desk agents resolve issues faster, without having to manually sift through long ticket histories.

The AI virtual agent and self-service portal enable employees to get support 24/7 without always relying on the IT team. Self-healing bots and incident correlation can identify patterns, diagnose problems, and resolve certain issues automatically before they affect users. This helps minimize downtime and allows IT teams to focus on more strategic work instead of repetitive troubleshooting. Review collected by and hosted on G2.com.