4me.com vs. Ivanti Neurons for ITSM

Great visibility of asset assignment to user but not so good if you track also assignment of user rights through CI for users. It would be nice if you can group types of assets/configuration items to user not to show everything mixed up. There is great options to adopt product to your particular needs, there are options for adding some special fields in process automation to help to have tailored process from enduser fill in forms to complex workflow which utilises various specialists

Incentivized

It's a great system for anyone between wanting something that's just plug-n-play that works out of the box, or someone who wants to shape it to make it their own, and do things their way. It's easy to build your processes into the system, or you can just run with how it's been preconfigured. One of it's limited features is document management. While the system will allow you to upload documents to a record, it's purely storage. It's not suitable for processes that require document processing functionality.

• IT processes automation
• Responsive GUI
• Weekly updates which pinpoint some difficulties in daily usage

Incentivized

• 100% ITIL Process Compliance.
• Dashboards, Reporting, Analytics.
• Workflow Automation.
• Holistic Overview of IT Health.
• Easily customizable.
• Self Service customer portal.
• Integration (ERP, CRM, EPM, SCCM, Discovery Tools, Softchoice, Active Directory).
• HR Automation (Onboarding, Offboarding, Changes).
• Change Control including Change Notifications.
• Asset Scanning, Asset Management, Asset Integration.
• Policy and Contract Management.
• Software Inventory and Software Entitlement.
• Procurement Integration (Purchase Orders, Invoices, Shipments, Packing Slips, Product Catalog).
• Approval Workflows.
• Audit Capabilities.

• It is easy to do first deployment in wrong direction - maybe there should be better guidance how to setup services/service instances to properly work at the end.
• Reporting is based on predefined templates - to get most of them you have to properly implement services in IT - it is not an easy process
• Integration with O365 for out of office would be helpfull

Incentivized

• Had a little trouble sending some files remotely a few times, but it could have been on our end.
• The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
• We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.

Incentivized

We are fully committed to this system. After customizing it for the past 3 years we have no plans to change

Incentivized

Tool has built-in automation module which helps to more precisely define user requests or workflow condition. This from one hand gives end-user easy and understandable forms to fill in, and from other had it ensure all needed information has been fulfilled for further steps in workflow. Once you follow service principle which is base for that tool it will help you to track in detail your business and your partners

Incentivized

You will need a certified partner to make sure you are configured to meet the needs of your organization. If you use it as is/turnkey then Ivanti Service Manager (powered by Heat) will begin to be more of a clunky product.

Incentivized

Initial response is usually fast, but solving issues takes longer than expected and most of the times it is not clear what exactly the issue is and when it is going to be solved. It would be helpful to know if there are already complaints by other customers regarding new issues, so that we know that we are not alone and that Ivanti support is already aware of the problems.

Incentivized

From what I've seen of ServiceNow, Ivanti Service Manager seems to be easier to configure for smaller teams. In addition, the expense necessary to fully build-out a ServiceNow system was much larger. Both systems follow ITIL framework recommendations quite closely, which was a major feature we were looking for in a Service Management system.

• As we are finance institution we are strictly regulated so this product helps us in many fields to satisfy regulatory requests through easy workflow management setup.
• Product is easy to implement, easy to adopt so we use it in different segments of business (central purchase department, security office, IT department) for tracking and standardising various processes in each niche.

Incentivized

• Our instance has introduced integration of HEAT Voice and HEAT CRM to our contact center, which has resulted in reporting efficiencies in our group.
• The product has allowed an in-house team to administer the product and support it rather than rely on our IT Organization for basic reporting and administrative needs ($$ savings)
• A browser-based application has eliminated the time expended on installing the product for newer users.

Incentivized