What do you like best about the product?

What I like most about Ivanti Neurons for ITSM is how customizable it is across different workflows and departments. It provides a centralized place to manage tickets, requests, assets, and approvals, so I don’t have to jump between multiple systems. I also appreciate that it can be tailored to an organization’s specific processes rather than forcing a one-size-fits-all setup. Once it’s configured properly, it improves visibility, tracking, and communication across teams, which makes day-to-day coordination much smoother.

What do you dislike about the product?

One thing I dislike about Ivanti Neurons for ITSM is that it can feel overly complex at times, particularly when I’m trying to make configuration changes or set up workflows. Some parts of the interface aren’t very intuitive, which can slow things down and make training and onboarding take longer than expected. The reporting and customization options are powerful, but they often require extra time to fully understand, fine-tune, and maintain over time.

What problems is the product solving and how is that benefiting you?

Ivanti Neurons for ITSM helps address the challenge of managing requests, incidents, and approvals across multiple teams in a single place, rather than relying on email threads or disconnected systems. It improves visibility into ticket status, ownership, and response times, making it easier to follow progress, track work, and hold teams accountable. It has also helped streamline workflows and bring more consistency to how requests are submitted, routed, and managed.

What do you like best about the product?

Ivanti ITSM is a strong competitor to other products available in the market. It offers complete ITSM processes, along with enhanced advanced features and advanced reporting. UI of this product is very attractive.

What do you dislike about the product?

I don’t dislike this product, but it does need some improvements. The graphics should be enhanced to match today’s generation, and a few more customized reports should be added as well.

What problems is the product solving and how is that benefiting you?

ITSM helps us solve our day-to-day operational issues, incidents, and service requests, while maintaining complete tracking for each ticket. Our company’s ROI has improved because the knowledge base is stronger and the effort required from engineers has been reduced.

What do you like best about the product?

What I like most about Ivanti Neurons for ITSM is its UI/UX and AI capabilities. The interface is clean and easy to navigate, which makes daily tasks like ticket management, approvals, and tracking much faster. The dashboards are customizable, so I can quickly see what matters without digging through menus.

On the AI side, the automation and intelligent suggestions really stand out. It helps in categorizing tickets, recommending solutions, and even reducing manual effort through self-service options. Over time, this has noticeably improved response times and reduced workload, especially for repetitive issues. The combination of a user-friendly interface and smart automation makes the whole experience much more efficient.

What do you dislike about the product?

One downside of Ivanti Neurons for ITSM is that certain parts of the system can feel overly complex, particularly during the initial setup or when you’re trying to customize workflows. The UI is generally solid, but some of the more advanced configuration options aren’t very intuitive and can take extra time—or additional support—to set up correctly.

The AI features are helpful, but they aren’t always fully accurate and sometimes require manual correction. Performance can also occasionally slow down when working with larger volumes of tickets or generating reports. Overall, it’s a strong platform, but there’s a noticeable learning curve, and a few areas could be streamlined further.

What problems is the product solving and how is that benefiting you?

Ivanti Neurons for ITSM has mainly helped us address fragmented IT operations and the lack of visibility across different tools. Previously, we relied on multiple systems for ticketing, asset tracking, and user requests, which made it hard to manage everything efficiently. With Ivanti, integrations with other systems (like AD, email, and monitoring tools) bring these workflows into one place, so incidents and requests are captured and routed automatically, without manual intervention.

As a result, our overall efficiency has improved and response times have dropped significantly. From a pricing/ROI perspective, while the initial investment can feel a bit high, the automation, reduced manual workload, and faster resolution times have saved a lot of operational cost over the long run. It also lowers our dependency on multiple tools, which adds further value. Overall, it helps us streamline operations, improve service quality, and achieve better returns over time.

What do you like best about the product?

I find Ivanti Neurons for ITSM helpful in solving my project management issues, especially with ticketing. I really like the ticket management as it's crucial when working on large projects to ensure no important bugs are missed. Also, I appreciate the easy user interface, which was a factor in switching from Asana. The initial setup was very easy.

What do you dislike about the product?

It can improve more and become an all in one powerful CRM tool.

What problems is the product solving and how is that benefiting you?

I use Ivanti Neurons for ITSM to solve all my project management issues, including ticketing, organizing tickets, and classifying them effectively.

What do you like best about the product?

The core part of the system is very old but it's very solid and offers by far the most value compared with anything they have developed in the past 10 years. The best feature of this system is that it's configurable. We've been able to squeeze so much value out of it by being able to build our own modules for bespoke business processes each with their own unique requirements and workflows. This is the biggest perk.

Doesn't have an out of the box solution for X process? No problems, build one. It also doesn't impact system upgrades which is something a lot of products cannot claim.

What do you dislike about the product?

Ivanti let the product stagnate for the better part of a decade and now they are so far behind and they have struggled to uplift it in even the most basic ways.

For example they have been working on an upgrade to the Self Service interface for about 4 years and it still doesn't support bare-basic functionality nor have they achieved feature parity with older versions. They've also had a stab at trying to improve other parts of the system and there's truly no exaggeration when I say that absolutely none of it has been implemented well. There's a joke amongst the Ivanti community that when they deploy something give it at least a year before you even think to look into it because it's typically so broken and often not fit for purpose.

It's painfully obvious that the current developers have never used the system as a day to day administrator even for a few days because the features they are focusing on and the way in which they are developing them are so far removed from what anyone using this system would want and have been asking for.

Speaking of asking for, Ivanti's User Voice portal is lovingly referred to as "a place where good ideas go to die". There have been ideas on there marked as on the roadmap which are getting close to a double-digit birthday. So little happens in that space and Product Managers will even argue with customers about some of the posts made there. Documentation also has a history of being lacklustre, and continues to be poor. When you're lucky enough to get a new article about something it's usually written with such poor grammar that in one instance I had to log a support ticket to seek clarity about an article and 6 months later I'm still waiting on a reply.

That brings me to support. Support used to be Ivanti's saving grace, the one thing that made all the other pain points palatable but even that declined rapidly in the past two years. When you log a support ticket now it feels like you're interacting with a person who only just learned the name of the product and the only training they had involved being given a link to the Admin help pages (which as mentioned above, are terrible).

Finally, Ops. Ivanti seems to struggle to just keep the service running. At the time of writing this our Prod, Test and Dev environments have all been down twice within a month for a full day each time. They messed up something so badly to cause the outage that they also broke the DR failover location at the same time. On a normal day they seem to struggle with even just monitoring the basics. The amount of times we have to log support tickets about the workflow engine having stopped responding is beyond a joke.

What problems is the product solving and how is that benefiting you?

We use it for Enterprise Service Management. It's a very versatile and configurable system and we have been able to onboard many bespoke business processes and uplift them with process automation and Service Management features with relative speed and ease. We do get a lot of value out of the system in this regard.

What do you like best about the product?

I liked that Ivanti could be fully customized to your unique or complex needs for a larger organization. It is very robust and connects well with their other offered products.

What do you dislike about the product?

Ivanti requires a lot of outside hours to configure and it is not read to use out of the box. The UI is clunky compared to other more modern tools. We also had major issues with addition tickets being created when a CC'ed user would chime in on a ticket. It was a difficult tool for the team to navigate.

What problems is the product solving and how is that benefiting you?

We needed a simple ITSM tool that our team could use to quickly solve complex issues and route them to the right person. Using Ivanti actually made that more challenging and it was not the right fit for our organization.

What do you like best about the product?

I like how Ivanti Neurons for ITSM centralizes all IT management activities in one place, which makes the workflow more organized. The automation features are great because they reduce manual work and make it easy to track and manage tickets. Overall, it's improved efficiency and made day-to-day IT support very easy to use. It's structured and manageable.

What do you dislike about the product?

The platform can feel a bit complex at times, especially for new users, but it's fine after some time. It could be more intuitive, and some processes take extra steps compared to simpler tools.

What problems is the product solving and how is that benefiting you?

I use Ivanti Neurons for ITSM to manage incidents and service requests, centralize ticketing, automate tasks, and improve IT operations efficiency. It reduces manual effort, enhances visibility, and ensures faster issue resolution.

What do you like best about the product?

It is easy to use and train new associates on. We use it every day all day and we have never had any large issues.
It's customizable and I can do whatever I need to regarding it

What do you dislike about the product?

Some features that I had assumed it would have OOTB it doesn't. However, the development team is amazing and they seem to care about the user experience from actual users

What problems is the product solving and how is that benefiting you?

They are constantly working on things that get submitted via their idea portal. That seems to be the way they handle upgrades. Issues that people who use it everyday want it done

What do you like best about the product?

I’ve used Ivanti Neurons for ITSM mainly for incident management tracking and overall service management. What I like most is the seamless integration between endpoint security and ITSM workflows, which gives IT teams a centralized view of service delivery. The workflow capabilities, along with real-time visibility into service requests across departments, really stand out. I also value being able to track data lineage, document system workflows clearly, and support governance compliance.

What do you dislike about the product?

Dashboard customization could be more intuitive. The current limitations around drag-and-drop flexibility, along with the relatively limited DAX-like calculated field options, make it challenging to build clear department-specific views. More customization capabilities would make it easier for teams to tailor what they need and, as a result, improve overall usability and adoption.

What problems is the product solving and how is that benefiting you?

Ivanti Neurons for ITSM acts as a force multiplier for our IT team. It solves the issue of manual process bottlenecks by automating routine service requests and standardizing change management. This has directly benefited us by freeing up technical staff to focus on high-value initiatives rather than routine tickets. Furthermore, the native integration with endpoint security provides us with the real-time visibility needed to mitigate risks before they impact the business, directly improving our service quality and reliability

What do you like best about the product?

I like how intuitive and customizable Ivanti Neurons for ITSM is. The automation workflows save a lot of time, and the dashboards provide clear visibility into incidents, changes, and service performance. I appreciate how the platform helps streamline incident, problem, and change management processes, automates workflows, tracks service requests, and improves visibility across IT operations. It supports integrations with other tools, making it easier to manage assets and ensure faster issue resolution. The initial setup was straightforward with helpful documentation and support, and the automation workflows and dashboards work exactly as intended. I would rate it 10/10.

What do you dislike about the product?

Sometimes initial configuration can be a bit complex, especially when integrating with other enterprise tools. The UI could be more responsive when handling large datasets.

What problems is the product solving and how is that benefiting you?

I use Ivanti Neurons for ITSM to streamline incident, problem, and change management processes. It automates workflows, tracks service requests, and improves visibility across IT operations, solving delayed incident resolution and lack of visibility.