Ivanti Neurons for ITSM Reviews

The platform's most valuable features are a ticketing system, knowledge management, configuration item management, and helpful management capabilities.

They could provide product integration with popular platforms like WhatsApp for customer communication and enhancing software asset management capabilities.

I've been using Ivanti Neurons for ITSM for about four years now.

I rate the product stability an eight. 

We have several customers across various sectors, including small businesses, medium-sized enterprises, and larger corporations, using Ivanti Neurons for ITSM. It scales well to meet our organization's growing needs, effectively supporting small and large-scale deployments.

I rate the scalability an eight. 

We typically deploy the product on-premises, and the setup involves server configuration, installation on Windows servers, and database connection before accessing the application via the web.

I rate the process an eight. 

The platform's automation capabilities have had a positive impact on our workflow. They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations.

I rate it an eight out of ten. 

The main areas we focus on are the usual service desk capabilities and asset management, which are important for several of our customers.

It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable. So those are the two valuable features.

There is room for improvement in the support. It is quite difficult to get support in a timely manner. 

We have been working with this product for a long time because, before Ivanti, we were using a product called FrontRange HEAT, which was replaced or renamed maybe later by Ivanti. That goes back a long way, probably around ten years.

Currently, we are using a combination of versions, but we primarily utilize the most up-to-date version. So we're using ITSM cloud and our own type of cloud.

It is a stable solution. It is one of the plus points of Ivanti. 

It is easy to scale. We have medium-sized business clients. 

It should be more faster and respond in timely manner. 

Neutral

The initial setup is very easy. 

We've got people who specialize in the deployment of Ivanti. We never had a problem in the deployment. 

Understanding the customer's functional requirements is crucial to achieving the right result. So it's going to take weeks as well if you include that aspect.

Installation itself is relatively easy, but proper configuration and meeting requirements, along with testing, will take weeks.

Moreover, around four people are required for service management. These four people should be Ivanti specialists. The same team of four people would handle maintenance as well.

It is billed annually. Ivanti offers professional services that accompany their solution, so customers would need to pay for those services as well.

We occasionally use other solutions in the same space because it depends on the customer's requirements and circumstances. We may work with ServiceNow or Jira. 

From a service management perspective, ServiceNow is considered the gold standard, but it comes with a higher price. In terms of Service Management, Jira is not as strong as Ivanti. So if I were to rank them, I would put ServiceNow first, Ivanti second, and Jira third.

Ivanti Neurons for ITSM is definitely worth considering. It's a highly capable product. It depends on the specific circumstances, budgets, and other factors, but I think it's worth taking a look at. 

It's a strong contender.

Overall, I would rate the solution a seven out of ten. Mainly because of support.