G2

Nijat I.

Full-stack Developer

Information Technology and Services

Small-Business (50 or fewer emp.)

5/5/2026

"Clear Ticket Ownership and Progress Tracking with Ivanti Neurons for ITSM"

4.5/5

What do you like best about Ivanti Neurons for ITSM?

The automation capabilities are why we picked it. Before Ivanti, our IT team spent half their day on repetitive tasks - resetting passwords, unlocking accounts, assigning tickets to the right people. Now Neurons handles most of that automatically.

The AI summarization across all business objects rolled out in Q1 2026 and it's been a real timesaver . Instead of reading through long ticket histories, I get a summary of what happened, what was tried, and what resolved the issue. Cuts my triage time by more than half.

The new modern UI with Grid, Kanban, and Gallery views makes the platform much more usable than the old version . Our team prefers Kanban for tracking active incidents. Being able to drag tickets between status columns feels natural.

Agentic AI is currently in customer preview as of early 2026 . We're testing it on low-tier tickets like password resets and software requests. The agent resolves about 60% of them without any human intervention. Tickets just close themselves. That's time our team gets back.

Asset discovery works well too. When we first deployed, Neurons found hundreds of devices we didn't know existed - old laptops, forgotten servers, conference room tablets. Now we actually know what's on our network. Review collected by and hosted on G2.com.

What do you dislike about Ivanti Neurons for ITSM?

The initial setup was painful. The platform requires significant configuration before it becomes useful . We spent weeks mapping out workflows, setting up business rules, and configuring service level agreements. Getting everything right took multiple attempts.

Customer support has been hit or miss. When we have complex issues, response times can be slow . Simple break-fix stuff is fine. But for deeper problems, we've waited days for real answers. One reviewer on Gartner described the same experience - support is better for quick fixes than for complex issues .

The interface can be overwhelming for new users. There are so many menus and options that people don't know where to start . One new team member called it "flying a 747 from the passenger seat." The modern views help, but the depth is still there.

We've had occasional stability issues. Sometimes the system loads slowly. Rarely, it creates duplicate tickets for the same issue . Ivanti doesn't provide much insight into why these happen, which makes troubleshooting frustrating. Review collected by and hosted on G2.com.

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

Before Ivanti, our IT service desk was drowning in tickets. We had three people handling about 200 tickets per week. Simple requests took days because someone had to manually assign, triage, and route everything.

Neurons solved the "where does this ticket go" problem. Intelligent routing sends tickets to the right team automatically based on content and category. A "printer not working" ticket goes to desktop support. A "VPN won't connect" goes to network team. No manual assignment needed.

The automation solved our "why are we still doing this manually" problem. Password resets happen through self-service now. Software requests route to an automated approval workflow. Common questions get answered by the knowledge base suggestion engine before anyone ever opens a ticket.

The AI features have been the biggest win. The summarization alone saves our team about an hour per day. Instead of reading through 20-comment ticket histories to understand what happened, we read a three-sentence summary and know everything we need.

We've also seen improvement in our SLA compliance. Before, we constantly missed response targets because tickets sat in unassigned queues. Now automatic assignment and escalation ensure nothing falls through the cracks. Our first-response time dropped from four hours to under one hour.

Is the platform perfect? No. Setup was hard. Support is inconsistent. The interface takes getting used to. But for a mid-sized IT team that needed to do more with less, the automation has made a real difference in how we work. Review collected by and hosted on G2.com.