G2

EB

Eric B.

Engineer

Enterprise (> 1000 emp.)

8/3/2023

"Ivanti Neurons for ITSM is highly customizable to our environment"

4/5

What do you like best about Ivanti ITSM?

Out of the box, Ivanti Neurons for ITSM is a good product. But we've found it to be very versatile 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.

What do you dislike about Ivanti ITSM?

The documentation is somewhat sparse. 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.

What problems is Ivanti 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. With 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. Review collected by and hosted on G2.com.