Combodo is an editor of ITSM open source solutions headquartered in France. In addition to advising and assisting companies in ITIL to improve their services and better control their information system, they offer iTop, their flagship open source ITSM software solution.
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Ivanti Neurons for ITSM
Score 4.6 out of 10
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Ivanti Neurons for ITSM offers the flexibility to deploy in the cloud, on-premises or a hybrid combination. It replaces the Ivanti Service Manager, powered by Heat.
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Pricing
iTop
Ivanti Neurons for ITSM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
iTop
Ivanti Neurons for ITSM
Free Trial
No
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Optional
Required
Additional Details
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More Pricing Information
Community Pulse
iTop
Ivanti Neurons for ITSM
Features
iTop
Ivanti Neurons for ITSM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
iTop
9.7
Ratings
18% above category average
Ivanti Neurons for ITSM
7.6
Ratings
7% below category average
Organize and prioritize service tickets
9.70 Ratings
8.00 Ratings
Expert directory
9.70 Ratings
7.00 Ratings
Service restoration
9.70 Ratings
8.40 Ratings
Self-service tools
9.70 Ratings
8.00 Ratings
Subscription-based notifications
9.70 Ratings
7.00 Ratings
ITSM collaboration and documentation
9.70 Ratings
8.00 Ratings
ITSM reports and dashboards
9.70 Ratings
6.70 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
iTop
9.3
Ratings
12% above category average
Ivanti Neurons for ITSM
8.1
Ratings
1% below category average
Configuration mangement
9.40 Ratings
8.00 Ratings
Asset management dashboard
9.10 Ratings
8.00 Ratings
Policy and contract enforcement
9.40 Ratings
8.30 Ratings
Change management
Comparison of Change management features of Product A and Product B
I think that it is very well suited for smaller companies who want a help desk stack with a monitoring integration like Zabbix for a completely open-source stack. I do not think that it is particularly well suited for large organizations where more robust helpdesks are available. ServiceNow may be a better option for a larger organization.
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.
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.
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.
Each member of [the] IT team members can define their control screens with the information that is relevant to them. The lifecycle of the tickets or the list of tasks to perform for the achievement of a process can be set to fit each organization. Gives users a simple way to formulate intervention requests and to follow progress.
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.
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.
