Ivanti Neurons Zero Trust Access - BYOL-3 NIC_M5

What do you like best about the product?

What I like most about Ivanti Neurons for ITSM is its automation and AI-driven capabilities. It streamlines incident, problem, and change management while reducing manual work through intelligent workflows. I also appreciate its user-friendly interface, strong asset management integration, and flexibility to customize processes to fit an organization’s IT service management needs.

What do you dislike about the product?

One area that could be improved is the learning curve. Because Ivanti Neurons for ITSM offers extensive features and customization options, it can take time for new users and administrators to become fully proficient. Some advanced configurations may also require additional training or technical expertise.

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

From my understanding, Ivanti Neurons for ITSM helps organizations centralize IT service management by automating routine tasks, improving incident tracking, and streamlining service requests and change management. These capabilities can reduce response times, improve service quality, and allow IT teams to focus on more strategic work.

What do you like best about the product?

I like that Ivanti Neurons for ITSM reduces IT congestion by transforming a help desk into an automated, data-driven operation. It simplifies IT processes and makes it easier to handle all the IT needs, which is a significant improvement over manual processes.

What do you dislike about the product?

The initial setup wasn't that easy, and if not configured well, the system can be complicated for users.

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

Ivanti Neurons for ITSM automates and simplifies manual IT processes, reducing IT congestion and transforming help desk operations into data-driven workflows.

What do you like best about the product?

What I like most about Ivanti Neurons for ITSM is that I can easily log all our customers’ tickets and save all the data we need for the ticket details.

What do you dislike about the product?

I think that downtime—especially if you’re in a cloud environment—affects continuous service and operations, because this tool is the one mainly used.

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

It saves me time in my day-to-day work because it stores all of my logged tickets. It also helps me monitor my tickets every day, which makes my work faster on my end.

What do you like best about the product?

Definitely the endless possibilities for configuration and the innovative technology. I like the newer AI capabilities and the possibility of integrating the other Ivanti products.

What do you dislike about the product?

A bit cumbersome to get started with. We are struggling a bit with the documentation
For specific detailed functionality. Stability and performance leave something to be better.

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

We need to track and run the processes of time consumed on tickets, requests and changes. Also the communication with the endusers in terms of announcements.

What do you like best about the product?

I love the customizability of the platform. I feel any challenge we have faced can be resolved within the platform using the correct tool or module. We have even been able to bring other departments into the tool so they don’t need to work out of shared mailboxes.

What do you dislike about the product?

While everything is customizable you need to know how to customize it or language required to get it to work. It would be nice to have more user friendly UI for customization.

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

Incident management across multiple business streams. Not just IT but ops, AP, and HR. With email listeners each department can record incidents and questions and respond within an sla period.

What do you like best about the product?

The flexibility the platform provides helps us create tailored solutions that address user specific issues in the Incident, service request, change, etc.

What do you dislike about the product?

I don't like that we don't have a sandbox environment to do our development as we typically like to keep Staging/UAT in sync with Prod. But that's difficult as we're always doing development.

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

Being able to integrate with other systems via API has been a game changer for us. We're now able to automate provisioning of VMs, telephony access and PC equipment delivery.

What do you like best about the product?

Ivanti Itsm allow our teams to have all the incidents and request at the same place and we can communicate and escalate the tickets between teams easily.

What do you dislike about the product?

User interface, I believe it can be improved. I know there is an upgrade of the self service portal but we have not been able to implement it. Looking forward to see this changes.

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

The Incident and request tracking and self service portal for the users so they can submit the tickets to the different teams within the company (not only it)

What do you like best about the product?

It is very configurable. Especially for organizations that have a lot of process exceptions. And it has all the basics for service management (incident, request, charge, problem)

What do you dislike about the product?

I have found that to centrally manage configurations in the system, through an array of workflows, the lack of native ability to search/find code fragments to update it lead to lots of manual labor that would be simplified if there were standard modularization of code that was available.

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

It allows us to follow standard service management practices, meet regulatory requirements for governance of service management activities, and begin to build automation on well defined processes.

What do you like best about the product?

I like the scalability of Ivanti Neurons for ITSM because the system handles over 200,000 assets well. Equally important to me are the high adaptability and the great degree of freedom, as this allows me to tailor the system precisely to our specific requirements. I also particularly appreciate the on-premise option because it enables good data protection and cost-effective deployment when the appropriate infrastructure is already in place. Additionally, I find the interface architecture to other on-premise systems simple and effective. The licensing was also comparatively affordable.

What do you dislike about the product?

The "Out-of-the-Box" build was not helpful to me at all. The provided processes and objects are partially inadequate or poorly thought out and simultaneously get in the way if you prefer to build the solution cleanly from the start.

The performance is also weak: Both in the user interface and when using the very bloated OOTB objects (e.g., CI and Incident), the system is noticeably slow. The old user interface and the overall outdated user experience no longer seem contemporary and, in my view, would require years of improvements from the manufacturer.

Additionally, there are numerous smaller and larger bugs, some of which remain unresolved even after years. Particularly problematic are instabilities and unexpected malfunctions in fundamental functions, such as in comparison logic and business rules. New features are also not always production-ready, for example, the Self Service UI v3 with localization bugs.

In summary, instabilities and errors significantly hinder development. Furthermore, poor or very rudimentary package and version management make development work unnecessarily complicated.

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

I use Ivanti Neurons for ITSM for the structured recording and processing of solutions, for self-service requests, as well as for automated migrations with CMDB support and asset management.

What do you like best about the product?

What stands out most about Ivanti Neurons for ITSM is how it blends automation, intelligence, and user experience into a single platform. Here are the key aspects that are especially strong:
1. Built-in Automation & AI (Neurons capabilities)
The biggest differentiator is the automation and self-healing workflows powered by Ivanti Neurons. It can proactively detect issues, trigger resolutions, and reduce manual intervention. This shifts IT from reactive support to proactive service management.
2. Low-Code / No-Code Flexibility
You can configure workflows, forms, and integrations with minimal coding. This makes it easy to adapt quickly to business needs without heavy development cycles.
3. Strong ITIL Alignment
Ivanti Neurons for ITSM provides solid out-of-the-box support for ITIL processes (incident, problem, change, service catalog), which helps organizations standardize operations and improve governance.
4. Unified Service Management
It’s not limited to IT—departments like HR, facilities, and finance can use the same platform. This enables enterprise service management (ESM) with a consistent experience across teams.
5. User Experience & Self-Service
The self-service portal and knowledge base are well-designed, helping users resolve common issues without contacting support. This improves satisfaction and reduces ticket volume.
6. Cloud-Native and Scalable
Being cloud-based, it offers scalability, faster deployment, and easier upgrades, which is crucial for modern IT environments.

What do you dislike about the product?

1. User Interface Can Feel Complex
While powerful, the UI is sometimes seen as less intuitive compared to newer competitors. Navigating between modules or configuring advanced features can feel overwhelming, especially for new users.
2. Learning Curve for Advanced Configuration
Although it offers low-code tools, fully leveraging the platform often requires a steep learning curve. More complex workflows, integrations, or customizations can still demand significant technical knowledge.
3. Reporting and Analytics Limitations
The out-of-the-box reporting is functional but not always as flexible or modern as expected. Many organizations find they need additional customization or external tools for deeper insights and advanced dashboards.
4. Performance Can Vary
In some environments, particularly with heavy customization or large datasets, users report performance slowdowns or longer load times.
5. Integration Effort
While integrations are supported, connecting with certain third-party systems can require extra configuration effort or middleware, rather than seamless plug-and-play connectivity.
6. Upgrade and Maintenance Complexity
Upgrades and maintaining customizations across versions can sometimes be time-consuming, especially if there are many tailored workflows or scripts.

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

Reactive IT Support → Proactive IT Operations
Traditional IT service management often reacts after issues occur. Ivanti Neurons uses automation and AI to detect and resolve issues before they impact users, reducing downtime.


High Ticket Volumes & Slow Resolution
Many service desks get overwhelmed with repetitive requests. Ivanti addresses this through self-service portals, knowledge bases, and automation, cutting down ticket volume and speeding up resolutions.


Disconnected Tools & Processes
Organizations often rely on multiple, siloed tools. Ivanti Neurons provides a unified platform for IT and other business services, improving visibility and coordination.


Manual and Inefficient Workflows
Manual handling of incidents, changes, and requests slows productivity. The platform solves this with workflow automation and orchestration, reducing human effort and errors.


Lack of Standardization (ITIL Compliance)
Without structured processes, service quality varies. Ivanti enforces ITIL-aligned best practices, ensuring consistency and governance.