IncidentIQ vs. Ivanti Neurons for ITSM

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.

• 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.

• 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

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.

• 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