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Intuitive Automation with Customization Flexibility
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.
Streamlined ITSM with Intuitive Workflows
What do you like best about the product?
I like how Ivanti Neurons for ITSM brings everything into one place, making workflows more efficient. The automation really stands out because it helps reduce manual work and improves ticket resolution. I also appreciate the visibility it provides, making it easy to track access and progress, which smoothens coordination across the team. It helps improve organizational agility and response times.
What do you dislike about the product?
The user interface sometimes feels a bit complex and not very intuitive for users. There are many types of workflow configurations that require more manual setup, which can slow things down.
What problems is the product solving and how is that benefiting you?
I use Ivanti Neurons for ITSM to centralize service requests, reduce downtime, and improve accountability and efficiency through automation and workflows. It enhances tracking and coordination with teams, smoothing operations and improving response times.
Streamlined Reporting with Faster Resolution
What do you like best about the product?
I find Ivanti Neurons for ITSM really helpful for Incident Management, particularly because it offers faster resolution times. I also appreciate the strong reporting and dashboards, which are a big plus. The real-time SLA tracing is particularly valuable in keeping track of our commitments. The improved reporting and dashboards were a significant motivation for switching to it. Overall, these features have been quite effective for us.
What do you dislike about the product?
workflow configuration complexity
What problems is the product solving and how is that benefiting you?
I use Ivanti Neurons for ITSM for Incident Management, which shortens resolution times. It provides strong reporting and dashboards, with real-time SLA tracking.
Optimized ITSM with Proactive Support and Customizable Workflows
What do you like best about the product?
I like the strong optimization and proactive support Ivanti Neurons for ITSM offers. The highly customizable workflows, unified ITSM capabilities in one platform, and the user-friendly, self-service experience stand out to me. Optimization saves time and reduces stress. I appreciate the proactive issue detection and experiencing fewer outages, thanks to the unified ITSM platform that provides better visibility and control. The ease of setup due to cloud deployment options, prebuilt ITIL workflows, and a configurable, low-code platform make it really convenient.
What do you dislike about the product?
AI and optimization maturity could be stronger. Integration flexibility can be limited. Implementation and configuration complexity. User interface consistency.
What problems is the product solving and how is that benefiting you?
Ivanti Neurons for ITSM solves too many IT issues, slow resolution, lack of visibility, insufficient manual processes, and repetitive work. It provides strong optimization, proactive support, and a unified ITSM platform, saving time, reducing stress, and offering better visibility and control.
The worst ITSM product you can get. Stay away at all cost
What do you like best about the product?
There is nothing good about this product. Their support is non-existent. They sales is extremely hard to get a hold of (maybe because we are small and they don't care). The product is buggy and not worth it at all.
What do you dislike about the product?
Everything is either average or not working properly. The remote connection is buggy, don't get me started on MACs and also the patching is hit and miss. They support is practically useless and make sure to read the contract because they will force you to stay with them if you don't give them 90 day notice.
What problems is the product solving and how is that benefiting you?
Nothing, it's practically useless for what we wanted it for and they forced us to stick to it because we didn't give them a 90 day notice!
Flexible and Feature-Rich Ivanti Neurons for ITSM is a one stop shop
What do you like best about the product?
Ivanti Neurons for ITSM offers a wide range of impressive features. You have the flexibility to use their out-of-the-box setup or tailor it to suit your company's specific requirements, and both approaches work very well.
What do you dislike about the product?
One drawback of Ivanti Neurons for ITSM is that if your company relies on Google for email and chat, many of the platform's extra features become unavailable.
What problems is the product solving and how is that benefiting you?
Ivanti Neurons for ITSM has been instrumental in addressing several challenges our company encounters. One of its standout features is the management of SLAs, along with the ability to keep all records for requests and incidents centralized and linked to each employee's record. This organization has enabled our call center to enhance support response times and resolve issues more efficiently.
New ITSM
What do you like best about the product?
I like the integration of it to our Kaseya VSA Software. Also as the new reports that being use here.
What do you dislike about the product?
Still exploring on this on what will be the potential issue along the way.
What problems is the product solving and how is that benefiting you?
We are using BMC, it solves the reports issue that are currently a problem to us. Also, the integration to our hardware via 3rd party application as well.
iVanti_ITSM_Review
What do you like best about the product?
Ease of use, ease of implementation, cusotmer support
What do you dislike about the product?
Technical skilled workforce required, integration
What problems is the product solving and how is that benefiting you?
Solution make troubleshooting easy, machine learning capabilities would make it evolve over period
Ivanti Neurons for ITSM Review
What do you like best about the product?
Ivanti for ITSM has been a great help for us. It has helped us alot in our employee onbaording and managing other employee related functions. It's highly customizeable and it can easily be integrated with any tool.
What do you dislike about the product?
The process of understandign it initially is quite difficult but overall it's a great tool
What problems is the product solving and how is that benefiting you?
onboarding related tasks
Good product that is evolving at a rapid pace
What do you like best about the product?
For me, the main point about the product is that you get a solid foundation with the "standard content" the vendor delivers but you have the ability to customize that in an easy way. Our team consists mainly of IT-savvy people without a background in software development. Still, they feel quite at home in the software and constantly develop new functionality.
A second aspect that does not concern so much the software but rather Ivanti as the vendor is the strong community behind the product. Ivanti actively facilitates user groups both virtual and in-person for all kinds of topics concerning their portfolio. Many valuable tipps, tricks, insights and ideas that we incorporate in our customized solution are coming from the community.
We integrate various other applications inside our company as well as customer systems. For our own applications, we typically use a database-level integration or flat files. Recently, we also use the Ivanti API. For customer systems we are still sticking to either email or a custom (reduced) API built on top of the native platform API.
We are an IT service provider with 300+ supporters that use the software daily to support about 9000 customers on the client side.
A second aspect that does not concern so much the software but rather Ivanti as the vendor is the strong community behind the product. Ivanti actively facilitates user groups both virtual and in-person for all kinds of topics concerning their portfolio. Many valuable tipps, tricks, insights and ideas that we incorporate in our customized solution are coming from the community.
We integrate various other applications inside our company as well as customer systems. For our own applications, we typically use a database-level integration or flat files. Recently, we also use the Ivanti API. For customer systems we are still sticking to either email or a custom (reduced) API built on top of the native platform API.
We are an IT service provider with 300+ supporters that use the software daily to support about 9000 customers on the client side.
What do you dislike about the product?
Even though the software is seeing some substantial development recently after having bought Cherwell Service Management, the solution still feels a bit dated in the admin and analyst part. Personally, I am not a fan of the general organisation of the page in the analyst/supporter backend with a simulated menubar and tab bar below that instead of using native browser tabs. Also, many views seem a bit cluttered. Ivanti has promised, though, that this will receive a general redesign shortly. First results are apparent in the customer portal, which looks much more modern and organised.
What problems is the product solving and how is that benefiting you?
Our requirement is to have all of the (classic) ITIL v3 processes in a single ITSM suite that can deliver an integrated view on our IT Service Management. Without that, an IT service provider like us cannot reasonably scale beyond a small customer base.
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