Ivanti Neurons for ITSM vs. ServicePro

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.

ServicePro has been a reliable tool to associate field service work orders to our NetSuite data. Our company has some niche and specific business use cases - so while I think it has good out of the box functionality, it has not been the easiest tool to build customizations around.

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.

• Mobile Application
• Job Scheduling

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

• Rigid System Design / complex backend model for api access
• Cumbersome to build inspections
• Inability to associate Inspections to Appointments, only work orders
• No batch update capabilities

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.

We originally tried Next Serice - We had a need to batch create work orders from a NetSuite Sales Order to a related work order - Our ServicePro development integration team was able to build this in our production environment, Next Service was not able to build this for us during our trial period with them.

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

• Positive ROI: Increased order fulfillment qty
• Positive ROI: Eliminated errors in our work order process
• Negative ROI: Limited visibility to track work order success rates, poor association of inspection to appointment record

Incentivized