Ivanti

Ivanti Neurons for ITSM

Composite Score

7.7 /10

CX Score

8.0 /10

171 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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1 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2025

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

99 Plan to Renew

1
Since last award

82 Satisfaction of Cost Relative to Value

1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 89%
Negotiation and Contract:: 83%
Conflict Resolution:: 91%
Strategy & Innovation:: 88%
Service Experience:: 86%

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

9% Neutral

90% Positive

Pros

Reliable
Enables Productivity
Respectful
Trustworthy

Feature Ratings

Average 78

Technician Administration

End User Self Serve

Service Catalog

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

Business Value Created

Ease of IT Administration

Ease of Customization

Quality of Features

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Vendor Support

Ivanti Neurons for ITSM Reviews

Tim D.

Role: Information Technology
Industry: Food and Beverage
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2022

Easy to use/great features, but some could improve

Likeliness to Recommend

8 /10

What differentiates Ivanti Neurons for ITSM from other similar products?

Difficult to say since I've only ever worked with Ivanti products.

What is your favorite aspect of this product?

The admin console makes it very easy to configure the tool to meet business needs.

What do you dislike most about this product?

HTML fields cause issues sometimes where records cannot be accessed or saved. The most common occurrence of this is when creating records via email (for example, Incidents). Often we find that when a user sends an email with embedded images, it corrupts the record so that it can't be accessed. I often need to resolve these using administrator role or accessing the database directly. I also find that pasting HTML text into the HTML editors doesn't work very well. I normally go into source editor mode to be able to format the text the way I need it to be.

What recommendations would you give to someone considering this product?

The product has lots of great features, but be thoughtful about how you configure the product to meet your needs. The tool gives you lots of freedom to configure business objects, workflows, fields, quick actions, integrations etc., which empowers administrators, but if you are not careful, you can create problems for yourself. Think strongly about the impacts of your custom configurations before implementing them. Try to use the features as they were intended.

Pros

Respectful
Continually Improving Product
Transparent
Includes Product Enhancements

Cons

Under Delivered
Security Frustrates

Binay A.

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

Validated Review

Verified Reviewer

Submitted Jul 2022

Strong & powerful tool, yet very easy to configure

Likeliness to Recommend

9 /10

What differentiates Ivanti Neurons for ITSM from other similar products?

It help to Deliver strategic value By automating workflows, eliminating costly manual processes, making more efficient, compliant and secure.

What is your favorite aspect of this product?

It’s a tool that is so powerful but yet easy only configurable and it Deliver strategic value By automating workflows and eliminate costly manual processes, by making business more efficient, compliant and secure.

What do you dislike most about this product?

It is hugely complicated, its huge array of features and fields means it takes a very long time to get new features activated or new configurations built. This delays our service offerings and makes things more complicated than they need to be

What recommendations would you give to someone considering this product?

Product is easy to use, easy to customize, easy to admin for. Once you teach staff how to interact with one workspace, the others are very easy to learn as they all have a similar look/feel

Pros

Continually Improving Product
Reliable
Performance Enhancing
Effective Service

Roy F.

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

Validated Review

Verified Reviewer

Submitted Oct 2021

Providing ease to IT collaboration.

Likeliness to Recommend

9 /10

What differentiates Ivanti Neurons for ITSM from other similar products?

I find it more user-friendly and responsive. So far the system has a really good uptime and fewer issues encountered. The overall feel is also good and options and fields are easy to find.

What is your favorite aspect of this product?

It is a really good way to manage tickets for faster resolution and better inter-department coordination. It is easier to communicate with the end-user that needs IT assistance and it is easier to coordinate with other IT departments to fix an issue involving several IT disciplines.

What do you dislike most about this product?

It is not integrated with some systems we use for intake. like when cases are raised via chat or call. We still have to manually create the ticket

What recommendations would you give to someone considering this product?

Ease of integration with other tools and systems to better improve resolution provision.

Pros

Performance Enhancing
Unique Features
Effective Service
Inspires Innovation

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

99 Plan to Renew

1 Since last award

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Ivanti Neurons for ITSM?

Chart

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.

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

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 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.

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

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.

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.

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.

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

Tim D.

Easy to use/great features, but some could improve

Likeliness to Recommend

Pros

Cons

Binay A.

Strong & powerful tool, yet very easy to configure

Likeliness to Recommend

Pros

Roy F.

Providing ease to IT collaboration.

Likeliness to Recommend

Pros

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1
Since last award

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Since last award

Feature Ratings

Technician Administration

End User Self Serve

Service Catalog

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

Business Value Created

Ease of IT Administration

Ease of Customization

Quality of Features

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Vendor Support