Ivanti ITSM Reviews

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.

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 Ivanti Automation for tasks such as requesting new machines for new employees and managing access over some machines or networks. It also manages tasks like creating users.

It facilitates processes by sending notifications to relevant individuals who need to take action regarding requests. There is a very good approval hierarchy in place. Ivanti Automation significantly simplifies IT infrastructure processes, handling access requests and facilitating various employee requests. It is also easy to integrate with many other tools, like Nintex and Azure DevOps, using APIs.

The user interface could be more futuristic and modernized in terms of styling and colors.

I have been working with Ivanti for more than five years.

Ivanti Automation is very robust and reliable with no latency issues or glitches.

The solution is good and scalable, with no limitations faced in adding new devices or scaling the solution overall.

I will be joining a new team responsible for implementing the workflows of Ivanti soon.

I would rate Ivanti Automation an eight out of ten. 

The user experience and UI could be improved to make it better.

Ivanti Neurons for ITSM helps users raise incidents, service requests, and change requests while providing access to knowledge articles and employee details.

A specific example of how I use Ivanti Neurons for ITSM in my daily work is when my laptop is not working properly and I need help from the support team. I can raise a ticket so that the support team can contact me and help resolve the issue.

Users can obtain help through Ivanti Neurons for ITSM for incidents, service requests, changes, employee details, and knowledge articles, making it a beneficial tool.

The service request and change request features stand out to me as the best features Ivanti Neurons for ITSM offers.

Service requests allow me to obtain any software or software support by raising an SR so that the team can provide the required license or support. Change requests are helpful for the company to review the architecture and understand the impact of that problem.

The knowledge articles in Ivanti Neurons for ITSM provide standard operating procedures for particular use cases or problems. The employee details feature allows me to find information about which department an employee is working in, such as HR.

Ivanti Neurons for ITSM positively impacts my organization as it is the tool we use daily to resolve issues, obtain employee details, and fetch knowledge articles.

Ivanti Neurons for ITSM can be improved by incorporating a chatbot that can assist users on how to navigate the site or how to raise a service request or incident.

Regarding the user interface, I believe it can be made more interactive.

I have been working in my current field for almost 1.6 years at TCS.

The customer support for Ivanti Neurons for ITSM is good, as customers are already using this tool regularly and appreciate the platform.

I joined recently, so I do not have information about the previous solution used before Ivanti Neurons for ITSM, but a different solution other than ITSM was used previously.

Before choosing Ivanti Neurons for ITSM, my team evaluated other options such as ServiceNow, but I do not have detailed knowledge about that solution.

The dashboard in Ivanti Neurons for ITSM is very helpful for analyzing how many incidents are raised, how many are pending, and how many are resolved within a specific time frame.

I rate Ivanti Neurons for ITSM an eight out of ten because it has many features but needs some improvements. I deducted two points because it would be better if they could integrate AI, improve the user interface, and add additional features that would help users receive faster assistance from Ivanti Neurons for ITSM.

I have noticed large improvements in specific areas since using Ivanti Neurons for ITSM. We have integrated an AI model to the Ivanti site so that it can provide us with a dashboard showing how many incidents are resolved, how many are pending, and how many are resolved quickly.

My advice to others considering Ivanti Neurons for ITSM is that it is a good platform to obtain comprehensive help in one location, and users can utilize this platform comfortably. Our company has a relationship with the vendor for Ivanti Neurons for ITSM, but I am not aware of the specific partner or reseller relationship details. Whenever we raise a ticket, they reach out to us to provide assistance.

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.

Our clients use Ivanti Automation for the automation of technical administrative processes.

The most valuable feature of Ivanti Automation is the opportunity to use more or less any kind of scripting software.

Ivanti Automation should deliver more fixed templates for standard use cases or standard procedures.

I have been using Ivanti Automation for more than ten years.

Sometimes, you find bugs in the solution, but Ivanti fixes them quickly.

I rate Ivanti Automation an eight out of ten for stability.

Ivanti Automation is a highly scalable solution. We deliver Ivanti Automation to only enterprise businesses with more than 2,000 users.

I rate Ivanti Automation a nine out of ten for scalability.

Ivanti Automation's initial setup is straightforward. I rate Ivanti Automation ten out of ten for the ease of its initial setup.

Ivanti Automation can be deployed within ten minutes.

My customers do direct sales with Ivanti, and they complain that Ivanti Automation is more expensive than other solutions.

On a scale from one to ten, where one is cheap, and ten is expensive, I rate the solution's pricing a seven out of ten.

I am working with the latest version of Ivanti Automation.

Overall, I rate Ivanti Automation an eight out of ten.

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.

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.