Ivanti Neurons for ITSM

Score4.6 out of 10

42 Reviews and Ratings

What is Ivanti Neurons for ITSM?

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.

Categories & Use Cases

IT Service Management (ITSM)

Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6
Change calendar
Calendar showing change schedule to stakeholders
Category average: 8.5
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4

Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 8.2

#1 most frequent

Professional, Scientific, and Technical Services

26.6%

21 installations of 79

#2 most frequent

Public Administration

10.1%

8 installations of 79

#3 most frequent

Wholesale Trade

10.1%

8 installations of 79

Gregor Anton View profile

Ivanti Consultant (formerly HEAT Consultant) in Information Technology at a19 Consulting (1-10 employees employees)

Use Cases and Deployment Scope

Ivanti Service Manager (ISM), formerly HEAT, and now known as Ivanti Neurons for ITSM, is an ITSM ticketing tool that Fortune 500 and Global 500 clients use for Incident Management, Change Management, Release Management, Knowledge Management, Problem Management, Service Requests, Self Service Portal, Project Management, Event Management, CMDB, Configuration Management, Asset Management (ITAM), and workflow automation.

I have been working with this ticketing tool for 27+ years and have 100+ Implementations worldwide in the UK, Europe, Australia, New Zealand, Singapore, Canada, USA. I also have ServiceNow and Remedy experience so I'm not completely biased when I say that Ivanti Neurons is the best "enterprise" solution given the strategic position Ivanti has with its line of products. ServiceNow certainly is attractive, but I would say it's the Mazda Miata of ITMS, flashy, cool, and fading. Remedy is old technology. Cherwell recently was acquired by Ivanti so with that said, IMNO Ivanti is to ITSM what SAP is to ERP.

Pros

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.

Cons

Knowledgeable consultants are difficult to find, even the most senior consultants lack the in-depth knowledge and expertise that companies like mine bring to the table.
Ivanti and Ivanti Business Partner consultant rates are extremely high and lack expert knowledge and experience.
Product support outside of United States and Canada.
Project Management Module is under utilized and over customized.
Workflow automation and integration require seasoned consultants to fully utilize to their potential.

Return on Investment

Consulting engagement budget can balloon with Ivanti Business Partners.
With freelance consultants the ROI has significantly improved with improved automation, workflows, and integration.

Alternatives Considered

ServiceNow, Cherwell Service Management, BMC Track-It! and BMC Helix ITSM (Remedy)

Other Software Used

Ivanti Endpoint Security, Microsoft Intune, BMC Track-It!

Mark Temple

Assistant Director in Information Technology at University Of Glasgow (5001-10,000 employees employees)

Use Cases and Deployment Scope

Ivanti Service Management is used across the University in an Enterprise Service Management context, helping to support students, staff, and external contacts across multiple lines of business by providing a single portal for them to get answers to questions, raise support requests, or submit requests for services from a shared catalog. The system also drives automation of service requests and dynamic routing of Incidents and other inquiries.

Pros

Highly-configurable Self Service portal, giving audience-specific views of knowledge and service offerings
Rapid form and workflow builder
Supports the creation of custom business objects, making the system easily adaptable to lines of business outside of IT

Cons

Chat functionality is limited due to lack of skills-based routing

Return on Investment

Support for 45,000 customers across multiple lines of business on one platform
Single source for help, support and request fulfilment
Support, development, licensing, and maintenance of one platform, rather than multiple offerings provided by multiple vendors

Alternatives Considered

ServiceNow IT Service Management

Other Software Used

Microsoft 365

Michael Abraniuk View profile

Desktop Support Analyst in Information Technology at City of Leduc (201-500 employees employees)

Use Cases and Deployment Scope

Ivanti Service Manager (powered by Heat) is completely customizable and can be process driven. Excellent product for multiple departments (IT, HR, etc.) to use service requests. A lot of work at the front will pay off at the end. Since it can do so much, it is hard to decide what you want it to do at the start. If you are implementing it, take your time to decide which of the modules you need (Incident, Service, Problem, Change, etc.) and implement those. Get used to them and then expand. Gives too many notifications out of the box but those can be turned off or removed.

Pros

Customized service requests
Customized dashboards
Customized processes

Cons

Too many notifications out of the box

Return on Investment

Automation of our phishing button in Incident saves about 70 hours of work per year
Tracking of tasks shows the true amount of work
Started departments outside of IT on tracking requests

Other Software Used

Ivanti Unified Endpoint Manager

Usability

Jesse Miller View profile

IT Specialist in Information Technology at SouthStar Bank (51-200 employees employees)

Use Cases and Deployment Scope

We use it across many different business units. The primary features we use are basic help desk (Incident), Problem, Change, Reporting, Service Requests, Knowledge Base, automation between Ivanti Asset Manager EPM, and other Ivanti products.

Pros

Request offerings
Task workflows
Help desk for individual business units
Automation between products

Cons

Update sequence doesn't match the other products; must install every incremental update
On-prem does not get the same love as cloud. Features are available years after they are released to cloud customers
The product's architecture is going through a maturing phase. For cloud this is not as much of an issue, but for on-premises customers, this can be painful to go though.

Return on Investment

Customer-enabled automation
Higher efficiencies
Better asset tracking

Usability

Calvin Tracy

IT Specialist 1 in Information Technology at City of Gary (201-500 employees employees)

Pros

Asset management on workstations.
Software updates were completed with the latest security fixes.
Remote assistance can be implemented expediently.

Cons

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.