Ivanti

Ivanti Neurons for ITSM

Composite Score

7.7 /10

CX Score

8.0 /10

168 Reviews Write a Review

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What is Ivanti Neurons for ITSM?

Ivanti Neurons for ITSM is a flexible and complete cloud-optimized ITSM solution available. It automates workflows, eliminating costly manual processes improving businesses' efficiency, compliancy, and security. Whether it's IT help desk / support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can scale and adapt to meet specific business needs.

Company Details

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Awards & Recognition

Ivanti Neurons for ITSM won the following awards in the IT Service Management - Enterprise category

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Strategy and Innovation
Product Impact
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

6 Top Rated Capabilities

4 Top Rated Features

2022

Ivanti Neurons for ITSM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Ivanti Neurons for ITSM.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

87 Likeliness to Recommend

98 Plan to Renew

81 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+87 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Ivanti Neurons for ITSM?

1% Negative

10% Neutral

89% Positive

Pros

Reliable
Respectful
Enables Productivity
Trustworthy

Feature Ratings

Average 77

Technician Administration

Service Catalog

End User Self Serve

End User Support Solutions

Multi-Site Functionality

Systems Management Integration

Integration With IT Tools

Integrated Knowledge Management

Business Application Integration

Multi Device Capability

Reporting

Vendor Capability Ratings

Average 80

Breadth of Features

Ease of IT Administration

Business Value Created

Ease of Customization

Quality of Features

Usability and Intuitiveness

Availability and Quality of Training

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of Data Integration

Vendor Support

Ivanti Neurons for ITSM Reviews

Don C.

Role: Information Technology
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2020

Product gets the job done but needs work.

Likeliness to Recommend

8 /10

What differentiates Ivanti Neurons for ITSM from other similar products?

It's a good product but difficult to customize.

What is your favorite aspect of this product?

Easy interface to use but not easy to use add-on APIs.

What do you dislike most about this product?

Difficult to customize with in house applications.

What recommendations would you give to someone considering this product?

Invest some time in exploring what features can be used with your in-house applications.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Matt P.

Role: Information Technology
Industry: Education
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2020

Great solution but friction could be reduced

Likeliness to Recommend

9 /10

What differentiates Ivanti Neurons for ITSM from other similar products?

Outstanding culture of the company, however there has been a large amount of leadership turn over in the last couple of years so this may be somewhat unknown. Great ability to powerfully customize the product to our needs and goals.

What is your favorite aspect of this product?

Customizability.

What do you dislike most about this product?

The visual UI, UX and lack of strong multi-device adoption has caused the product to feel somewhat aged. There is a growing amount of friction due to this as new users are trained and new business needs require Cherwell to be adopted to platforms it doesn't support (i.e. tablets, smart phones, etc.). In addition, there is a lack of what I would consider modern DevOps practices when it comes to development and quality. As a result we have spent 100%+ of our annual cost simply in maintenance and upgrades or working with Cherwell support on bugs and issues caused by their lack of modern architecutre design. When we consult with partners we find much the same issues. The overhead to continue customizing and upgrading the product just continues to escalate and I see a moment where we will either have to retool the entire system or look for another product as the cost/value will be the same.

What recommendations would you give to someone considering this product?

Consider and weigh the benefits of the rich customization ability with the cost of the maintenance. When we first researched and chose Cherwell 6 years ago no one could come close to the rich customization, feature set and competitive pricing. Not sure about the industry today.

Pros

Trustworthy
Caring
Respectful
Acts with Integrity

Cons

Under Delivered

Chris B.

Role: Information Technology
Industry: Education
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2020

Well Priced, Easily Customizable

Likeliness to Recommend

9 /10

What differentiates Ivanti Neurons for ITSM from other similar products?

CSM is very easily customizable and is reasonably easy to upgrade

What is your favorite aspect of this product?

All features are easy to customize and maintain.

What do you dislike most about this product?

Wish the built in reporting tool was not limited to the rule of two search limitations

What recommendations would you give to someone considering this product?

Make sure the features you need match the tool you decide to choose.

Pros

Saves Time
Altruistic
Helps Innovate
Continually Improving Product

Ivanti Neurons for ITSM

What is Ivanti Neurons for ITSM?

Company Details

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Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

Ivanti Neurons for ITSM Ratings

87 Likeliness to Recommend

98 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Ivanti Neurons for ITSM?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ivanti Neurons for ITSM Reviews

Don C.

Product gets the job done but needs work.

Likeliness to Recommend

Pros

Matt P.

Great solution but friction could be reduced

Likeliness to Recommend

Pros

Cons

Chris B.

Well Priced, Easily Customizable

Likeliness to Recommend

Pros

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Feature Ratings

Technician Administration

Service Catalog

End User Self Serve

End User Support Solutions

Multi-Site Functionality

Systems Management Integration

Integration With IT Tools

Integrated Knowledge Management

Business Application Integration

Multi Device Capability

Reporting

Vendor Capability Ratings

Breadth of Features

Ease of IT Administration

Business Value Created

Ease of Customization

Quality of Features

Usability and Intuitiveness

Availability and Quality of Training

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of Data Integration

Vendor Support