Ivanti Neurons for ITSM Reviews

What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addressing tasks such as server patching, workstation patching, BIOS updates, and driver updates, among several other tasks in our organization. We use Ivanti Neurons for ITSM for raising change requests and change controls, and we have a CAB meeting to discuss the changes, where we approve these changes before going to production. Similarly, we are addressing tickets and working on them using Ivanti Neurons for ITSM.

What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system. We utilize it for server patching, workstation patching, BIOS updates, and driver updates. The system enables us to have CAB meetings to discuss changes and approve them before implementation. The ticketing system is also highly effective for our operational needs.

Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best. Though my usage isn't as deep in some areas, we effectively use it for ticketing and addressing change controls.

Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool.

I am not sure if there is already an integration of AI with Ivanti Neurons for ITSM. I think it should be there since AI is everywhere, but I might not be aware of it.

When it comes to limitations, I may not be an expert, though I know the basics. I can provide more information about Ivanti Endpoint Management as I haven't noticed limitations there since they are doing their best.

I have been working with Ivanti Neurons for ITSM for more than 13 years since we are using it alongside Ivanti Endpoint Management, so it has been essentially the same duration.

As for stability and scalability, I haven't experienced any performance issues or limitations as of now.

As for stability and scalability, I haven't experienced any performance issues or limitations as of now.

In terms of Ivanti Neurons for ITSM's impact on customer satisfaction rates, I haven't seen any issues. Ivanti is very responsive and releases new features and updates in a timely manner, so I don't think there are any issues in the ITSM domain or with Ivanti Endpoint Management.

Positive

In terms of my experience with other ITSM solutions, I have worked with many tools in my earlier organizations. Currently, I have experience with four to five tools other than Ivanti Neurons for ITSM.

I prefer Ivanti Neurons for ITSM over other solutions because I am currently working with it, and in my experience, it ranks as number one.

I didn't participate in the initial setup or configuration of Ivanti Neurons for ITSM, but I believe it is not complex. Its setup is very straightforward, and with just a few clicks, we can complete the total setup.

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited.

If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site.

On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

I use this product for patch management, remote access, and endpoint control.

I like the patch management side of things in this solution. You can set deployment rings so patches are rolled out in phases rather than hitting everyone at once, which reduces risk. I quite like that feature. I also appreciate the endpoint visibility when you're in the dashboard. You can see device health, the compliance status, software inventory, and other information all in one place without jumping between tools.

Ivanti Neurons for ITSM is a key tool and is very important to my service delivery efficiency.

Since implementing it and having used it for two years, the ease of use is a significant advantage because it covers Windows, Mac OS, iOS, and Android, so I can operate and manage devices all from the same console. This is good in a mixed device environment. From a Windows perspective, the BitLocker key retrieval feature is very helpful.

The analytics and reporting tools in this product are helpful. I can see device health and out-of-warranty status. This is crucial in keeping our environment up to date and secure.

Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices. I've noticed sometimes it can be a bit flaky with Mac OS environments.

I have been using this product for 24 months, which is two years.

I would rate the stability from one to ten as a nine. We don't notice it down too often.

I would rate the scalability as an eight.

I am satisfied with the vendor and their support team. I would give them an eight.

How I track the improvement in customer satisfaction since implementing the solution is quite difficult because I've only used this solution since I've been here, so it's hard to compare it to others. However, we don't seem to hear much negative feedback around when we need to use the tool to jump onto a client's device from a remote access point of view. We don't really hear a lot of noise, which I think always operates under the premise that no news is good news.

The deployment for Ivanti Neurons for ITSM was easy. It's in Azure Cloud.

A team of three or four manages it, which is the admin team.

Regarding how much time, money, or resources it has saved me, I would say about 10 hours a week.

I think the pricing aspect is cost-efficient.

I would compare it with other vendors, such as ServiceNow, Jira, and ManageEngine, as they're all fairly similar in terms of what they do. However, I think where Ivanti Neurons for ITSM is good is probably the automation. Things such as policy enforcement and remediation can be run without manual intervention, which is quite good and saves a lot of time.

I don't use Ivanti's intelligent virtual agents. I'm not aware of other features with this solution that I haven't mentioned. My advice I would give others looking into the solution is to definitely consider it. The endpoint visibility is good and the patch management side is solid as well. I would rate this solution an eight overall.

We use Ivanti Neurons for ITSM for service management as a service desk. So it has processes that are ITIL 4-certified by Pink Elephant, making it a Category One product. It has very standard benchmark processes already built inside it, and sometimes only out-of-the-box implementation works for some customers. Still, if required, there's a workflow builder and a solution builder within the platform where you can build new workflows and processes for different kinds of business users, perhaps in a large organization, and that's the flexibility of the product and the platform.

There are more than one or a couple of valuable features. Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation. There are elements like self-service, Self Heal, and a service catalog that we can automate. If somebody requires software and puts in a service request, built-in automation takes care of and installs the software without any human interference. We can enable that kind of automation in Ivanti and Matrix42. Those are its unique and powerful attributes.

The patching for non-Windows OSes such as Linux is poor, and that gap needs to be stitched.

I have worked with Ivanti for a decade and with Neurons for the past couple of years. All of Ivanti's neurons on the cloud are on their latest version.

Ivanti Neurons for ITSM is a very stable product, and I rate its stability a nine out of ten. People can use it for decades with minimal support.

The solution is scalable, and you can do large implementations. You can support hundreds of users to hundreds of thousands of users. Some customers have 450,000 users, and others have just 3,000 users.

We have received support from presales and Ivanti's product people in situations outside our knowledge and control.

The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace.

With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.

The product is adaptable for small, medium, and large customers, but because of the cost, small customers may be unable to afford Ivanti. However, the solution has removed perpetual licensing, so it's only on a subscription model where you pay per user.

The number of licenses depends on the number of analysts you require in IT, and that comes with a bundle of up to 10,000 assets initially, where you don't have to pay additional licensing fees. Beyond that number, you have to acquire more licenses for asset management. You only have to acquire analysts for service management and the service desk team as the number of end users or service tickets increases.

Neurons is a newer entity, and a hyper-automation platform Ivanti introduced in the last two years. It has 21 neurons spread across Endpoint Security, MDM, GRC, etc. You will have 21 in your house on a single platform and can choose any that matters to you. You could choose Discovery for Ivanti Neurons for ITSM because you need to discover assets. Or you could choose Spend Intelligence to manage or optimize how you spend on licenses. It's a combination that we propose depending on what the customer is looking at.

You will face issues when you don't have full knowledge of the product. You could do certain things that may be non-standard and destabilize the system. Suppose you have full knowledge of the solution and do a standard and benchmarked implementation without modifying the code. In that case, the solution is pretty stable and gives fewer problems to their users.

You can deploy the solution on-premises and on-cloud, but the focus right now is on-cloud because that is how the solution works, especially with the world moving to the cloud. It is easy to manage because you don't bear the costs and resources for hosting and providing support. All of that is taken care of by OEMs. However, certain businesses and verticals like banking and financial services, who want their data to not be in a separate cloud or out of the country, would prefer the solution to be on-prem. The products are not too different, so you can take an on-cloud or an on-prem subscription.

I recommend Ivanti Neurons for ITSM and rate it a nine out of ten.

I use the functionalities provided by Ivanti, including Barista, an intelligent chatbot that can guide and help users find solutions quickly before even submitting an incident. I have also set up a knowledge base to bring in information from various secure sites.

Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.

I have used Ivanti Neurons for more than six years.

The initial setup was quick as it is a SaaS platform. I was assisted by an integrator and subsequently brought our data, like reference data and team information, and made interconnections with Microsoft Azure.

I was assisted by an integrator for the initial setup.

I would rate the product a nine out of ten.

Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good.  The solution does not have a strong community. 

I have been working with the solution since August 2020. 

We have encountered caching issues which were obnoxious. 

I rate Ivanti Neurons for ITSM's scalability an eight out of ten. 

The solution's installation depends on its customization. It is easy. If you need additional customization, you need to hire product special services or have someone who knows the system. 

I rate Ivanti Neurons for ITSM a seven out of ten. It has a significant learning curve due to customization. 

Customers approach us to implement the solution. So, we collect the details of their processes and help them with the implementation.

The product helps our customers track their assets without hassle. They can easily recognize their assets by manual entries and make comparisons.

The integrations are quite simple and clear. We can easily connect the product with third-party solutions like LDAP and Azure. It is cost-effective. It is tailor-made based on the customer’s requirements.

The user interface must be made simpler and more effective. The tool must provide more integrations with ERP tools. The ServiceNow integration could be made simpler.

I have been using the solution for more than two years.

The tool is stable in most cases. Sometimes, it is unstable. The product’s stability must be improved.

The tool is scalable.

The support persons provide solutions for most cases. In some cases, they have to check the environment to provide solutions.

Neutral

I have used ServiceNow. ServiceNow is much more advanced than Ivanti. Most customers prefer Ivanti for its cost. Ivanti offers similar features. However, ServiceNow’s stability is far better than Ivanti’s. ServiceNow is a bit costlier than Ivanti.

The initial setup is easy. The deployment method depends on the customers’ requirements. We mostly have on-premise solutions. We have deployed cloud versions for a few customers. To deploy the tool, we need the infrastructure from the customer. The customer purchases the license from Ivanti. We directly install the application in their environment and activate the license. 

A person who knows the installation process can easily set up the solution. We can also do some customization out of the box. The installation and basic configuration take a couple of days if the infrastructure is ready.

Our customers see a return on investment.

The product is affordable for small businesses.

We can streamline our business processes and manage our assets using the solution. It is a good tool. It helps organizations to run their businesses without any issues. Overall, I rate the product a seven or eight out of ten.

It's not a mere ticketing system or a helpdesk solution, and working with it requires a certain level of qualification and expertise to configure, like ITIL.
End users can interact with the system with ease, and typically requires no IT knowledge, yet managers who configure the system might require ITIL certification to achieve the highest efficiency. 

Primarily, I believe the focus lies on turning ITSM for both ITSM & ITAM by integrating and deploying endpoint management discovery to allow capabilities like workflow configuration, and automation for IT Assets in the company or organization.

For the most part, I find it to be quite satisfactory. I haven't encountered any significant issues or areas that require improvement. It's currently user-friendly and offers a drag-and-drop, no-code interface, making it accessible and efficient to work with. As I mentioned earlier, having exposure to ITIL processes is essential for understanding ITSM functionality. Thus far, I haven't faced any notable challenges.

Perhaps one area that could see enhancement is the language and localization part as local languages are not all included. 

Other than that, the solution is very powerful. Imagine configuring a workflow that allows you to request the installation of a virtual machine on a server. The system itself could automate this process, it is a highly impressive feature. While it might be advanced and potentially challenging, I believe it could be achievable.

As a Pre-Sales Network Infrastructure Engineer, my responsibilities include configuring and comprehending ITSM solutions and collaborating with other Ivanti solutions. So, it's important for us to grasp the knowledge before diving into the process and engage with the customer regarding their pain points, while offering them the best possible consultation to their problems.

I have been working with Ivanti for ITSM for the past three months. 

It's a multi-tenancy solution yet it really varies and depends on the organization's level & locations. If you're using it for your entire infrastructure and have integrated it with EPM and other services, there's a possibility of encountering downtime or slow response times without deploying balancers. However, in my case, I'm only using it for demonstration purposes, and I haven't faced any outages or significant delays in response time.

It is very scalable, it starts from the bottom down to the highest tops as the organization grows.

It allows you to seamlessly integrate various Ivanti solutions together, which is incredibly beneficial, especially for individuals who have initially deployed smaller solutions like IT and VM and are now looking to expand their systems. For instance, if someone wishes to deploy an IPS, they can easily integrate these two solutions, which proves to be highly advantageous. In essence, it promotes scalability within your organization, particularly when it comes to leveraging advanced services.

They've been exceptionally helpful, and I'm very pleased with their responsiveness. In fact, you can typically schedule a session with them within a day, and they are quick to assist with any issues you might have. I've personally had that experience.

Positive

It's fairly simple, but for the most part, the critical aspect is network configuration (multi-tenancy-wise). You need to whitelist specific IP addresses and ports, and this might necessitate assistance from your network administrator. Once that's in place, the rest of the process is straightforward, and you can proceed with the configuration steps while your network admin is on hand to assist you. The solution provides three deployment architecture options, but I specifically utilize the on-premises deployment.

If I recall correctly and according to my free time, the deployment of this tool took approximately a work day (eight hours). However, it's worth noting that this includes the time needed to read and follow the provided documentation, which contains specific steps and information.

Primarily, it's essential for users (Managers) to have a solid grasp of ITIL processes and policies. The system is heavily focused on management and follows ITIL principles. Without a good understanding of these processes, configuring the system can be challenging without using 3rd party professional services. When I mention configuration, I'm not referring to the technical aspects, but rather to the automation, workflows, and processes within the system that you can utilize.

I would rate it an eight out of ten.

We position the solution for technical systems. It's for customers that are converting from paper to digital in HR and finance systems. It helps them transfer their tasks into a digital environment.

The assistance with incident management and project management are useful. The help with change, service, and incident management is quite helpful. It helps with SLAs and CRM service management as well. 

It is easy to set up. 

The product is stable. 

We haven't had issues with technical support.

It can scale well. 

The solution has all of the features we need. There isn't really anything missing. 

We'd like more integration with solutions like SolarWinds. 

I've used the solution for around four years. 

The stability of the solution is good. It is reliable. There are no bugs or glitches. I'd rate the stability eight or nine out of ten. 

It is a scalable solution. I'd rate the solution eight out of ten overall in terms of the ease of expansion. 

I've never directly dealt with support. That said, I've never heard of any issues or complaints about the level of service. Items do get resolved. 

We often look at other solutions, including on-premises solutions, for clients in financial sectors that do not want to deal with the cloud.

We've used Microsoft Services Manager in the past.

The initial setup is not overly complex. It is pretty straightforward. 

It is quick to deploy. It would likely take an hour to a couple of hours to have it up and running. It wouldn't take days. 

The deployment typically can be handled by one engineer. 

Sometimes customers have a complex environment or require a lot of customization. In that case, we can do a subcontract with another solutions provider. However, most of the time, we handle the deployment ourselves for our clients. 

The licensing is handled mostly by our team. I don't have actual data related to this. 

We sell the product. We're integrators. I'm dealing with the latest version of the solution. The services on offer within the solution have fit with our client's needs so far.

I'd recommend the solution to other users. I'd rate the product nine out of ten.  

We primarily support it for our customers.

We also use SCCM for patch management, so patching and inventory are primary use cases. 

Neurons with ITSM have made our work easier. For example, unlike SCCM, we can patch Linux systems with partial DNS changes.

Asset management has been most beneficial for IT service management. 

It allows us to have complete visibility into our environment and application landscape.

Moreover, the automation capability is fine.

ITSM enhanced our team's productivity. It's helpful because everything is centrally managed.

I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically. 

So, when there are new updates, we don't need to log in internally or to the cloud; they're automatically pulled. Also, because of the cloud, we have the flexibility to make changes without downloading everything on-premises. 

We can have the scan done from the cloud, and Ivanti provides an overview of what's assisting with your request, purchase, update, or collection of static versions from the device. They can get it, push it, and then we continue to the next stage.

For our region, there is room for improvement in price. So, maybe if Ivanti can bundle all the features together. Like, have one console instead of separate ones for different features. The customer just enables the features they need with the license and continues.

Moreover, most of the features don't work in a hybrid environment. There are some servers that need internet access for features to work.

We have been working with it for three years now.  

The customer service and support are not bad. 

But there is room for improvement in terms of response time. They take long to respond. 

Neutral

We also work with ManageEngine. We receive inquiries, check warranties, and then suggest the best option for onboarding clients.

We prefer on-premises solutions for security reasons, especially in the banking sector.

A person on our team handles most of the configuration and automation tasks. 

The price is on the higher side. The support is included in the standard licensing fees. 

For our region, it's okay, but not the best. Price is a major factor.

However, there are people who are migrating from ManageEngine to ITSM. 

So, overall, I would rate the solution a nine out of ten. 

My company uses Ivanti Neurons for ITSM for our ticketing systems.

From an improvement perspective, the solution's UI should be more similar to ServiceNow to make it easier for a new user to learn and understand the product.

In our company, we come across a hundred incidents in a six-month time frame, so it would be great if a filter is created to help us pull the reports.

I have been using Ivanti Neurons for ITSM for a year and a half. My company is an end user of the solution.

It is a stable solution.

My company has more than 100 users of the solution.

The solution's technical support is excellent. I rate the technical support a ten out of ten.

Positive

Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow.

In the past, I have used ServiceNow for six years since I considered it to be a very user-friendly product. I took some time to understand or learn the entire product, Ivanti Neurons for ITSM. I felt Ivanti Neurons for ITSM was a complicated tool in my initial days of using it, but now I find it to be a very user-friendly product. I have learned a lot through the use of Ivanti Neurons for ITSM. I think I was more comfortable with ServiceNow compared to Ivanti Neurons for ITSM.

I don't know about the product's installation process since I don't operate as a support team for Ivanti.

Cost-wise, I am not sure how much license fees we need to pay for Ivanti Neurons for ITSM.

I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices.

The maintenance part of Ivanti Neurons for ITSM was initially difficult for me to manage, but now I can use the tool very easily.

I rate the overall product a ten out of ten.