Ivanti Neurons Zero Trust Access - BYOL-2 NIC-M5

What do you like best about the product?

I have the ability to track software contracts including entitlements and renewal dates. Additionally, I use the hardware data build the PC Refresh schedule.

What do you dislike about the product?

I find it very cumbersome to get software contract details from Neurons to ITSM. We have the connector enabled but the complete data will not populate in the software CI on the ITSM side.

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

Neurons provides a central place to track software contract details, SaaS Management and software insights. The upcoming end-of-life insights are especially helpful when planning software upgrades. These features are helpful when planning software renewals and version upgrades.

What do you like best about the product?

I believe what I like best is the flexibility of the workflow automation engine. The low-code designer makes it really straightforward to set up automatic routing for common incidents and change requests without needing deep development skills. Instead of manually assigning and updating tickets, we've set up rules that handle the initial triage and escalation automatically, which has cut down our response times significantly.

The integration side is also a major plus. Being able to pull in data from our asset management and endpoints directly into the ITSM dashboard gives us clear visibility into a machine's history right when a ticket drops. It keeps our daily workflow clean and saves the team from constantly switching between different monitoring tools to investigate an issue

What do you dislike about the product?

The administrative interface has a pretty steep learning curve and can feel quite clunky compared to more modern, streamlined SaaS platforms. Setting up advanced configurations or modifying out-of-the-box forms requires navigating through too many layers of menus, which makes the ongoing maintenance and customization pretty time-consuming.

Another frustrating area is the reporting engine. It feels surprisingly rigid; trying to build custom dashboards or extract highly specific data metrics often feels like an uphill battle without a deep dive into the documentation. Lastly, we occasionally experience performance lag and sluggish load times when opening older tickets with massive interaction histories, which can slow down the pace when the queue gets busy.

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

Before implementing the platform, my primary issues was fragmented ticket routing and a lack of central visibility across our infrastructure. I was dealing with siloed data, meaning ticket information lived completely separate from asset data, forcing our team to hunt down machine histories and user contexts across different tools just to troubleshoot a single issue.

Ivanti Neurons for ITSM solves this by consolidating our ticketing, asset tracking, and change management into a single dashboard. The biggest benefit to our workflow is the automation of repetitive administrative tasks. By automating the initial triage, ticket routing, and escalation paths, it frees our engineers from manual queue management so they can focus strictly on resolution. Having contextual asset data attached directly to incoming incidents saves us a massive amount of time on investigation, directly lowering our mean time to resolution (MTTR) and keeping our operations running smoothly.

What do you like best about the product?

What I like best about Ivanti Neurons for ITSM is its ability to automate and simplify service management processes while improving the user experience. I especially appreciate its no-code/low-code workflow capabilities, which allow teams to quickly adapt processes without extensive development effort. The self-service features, strong incident and change management functions, and integration capabilities help increase efficiency

What do you dislike about the product?

One area that could be improved is the initial setup and customization process, as it can sometimes feel complex and require a learning curve, especially for organizations implementing advanced workflows. Additionally, some users may find that certain configurations still require specialized knowledge to fully utilize the platform's capabilities. However, once properly configured, the flexibility and automation features generally outweigh these challenges.

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

Ivanti Neurons for ITSM helps solve common challenges such as manual and repetitive service processes, limited visibility into incidents and requests, inconsistent workflows, and slow resolution times. By centralizing IT service management and automating routine tasks, it enables teams to work more efficiently and focus on higher-value activities. The benefits for me are improved productivity, better tracking and reporting, more consistent service delivery, and a better experience for both support teams and end users through faster response and resolution times.

What do you like best about the product?

What I like best about Ivanti Neurons for ITSM is how it combines a clean, intuitive UI with powerful automation and integration capabilities that significantly improve daily workflows. The self-service portal and well-organized agent interface reduce ticket handling time, while integrations with identity and internal systems enable automated processes like user provisioning, minimizing manual effort and errors. The platform performs reliably even under high workloads, and features like automated ticket routing and AI-driven suggestions help accelerate resolution times and maintain SLAs. Although the initial investment can be high, the efficiency gains and reduction in repetitive tasks deliver strong ROI over time. Additionally, the structured onboarding, responsive support, and built-in AI capabilities enhance consistency and overall service quality, making the platform a valuable asset for IT service management.

What do you dislike about the product?

While Ivanti Neurons for ITSM is a strong platform overall, there are a few areas that could be improved. The **UI/UX**, although generally clean, can feel inconsistent in more advanced configuration areas, making complex workflows harder to design without deeper expertise. **Integrations** are powerful but sometimes require significant customization or technical effort to implement and maintain, especially when working with legacy systems. In terms of **performance**, occasional slowdowns can occur when handling large datasets or heavily customized environments, which can impact agent efficiency during peak times. The **pricing model** can be relatively high compared to competitors, and some advanced features feel locked behind additional costs, which may affect perceived ROI for smaller teams. Regarding **support and onboarding**, while documentation is solid, the initial setup and learning curve can be challenging without experienced resources. Finally, the **AI capabilities**, although useful for ticket routing and suggestions, still feel somewhat limited in maturity, and there is room for improvement in making them more adaptive and insightful for complex use cases.

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

Before implementing Ivanti Neurons for ITSM, we struggled with fragmented service management processes, manual ticket handling, and limited visibility into incident trends, which often led to slower resolution times and inconsistent service quality. With Ivanti, we can now centralize incidents, service requests, and workflows on a single platform, enabling better tracking, prioritization, and automation. For example, automated ticket routing and self-service capabilities have significantly reduced manual effort and ticket volume, allowing the team to focus on more complex issues. This has resulted in faster response and resolution times, improved SLA compliance, and a noticeable increase in end-user satisfaction. Additionally, better reporting and analytics provide insights into recurring issues, helping us proactively address root causes and continuously improve service delivery efficiency.

What do you like best about the product?

Ivanti Neurons for ITSM is a highly customizable ITSM tool. It works well out of the box, but it can also be tailored to fit your organization’s needs. The UI is easy to navigate, and it’s straightforward to customize. It also feels faster than its predecessor, Cherwell. There are countless integration options available, whether you use prebuilt connectors or build custom integrations. On top of that, Ivanti’s cost is much lower than the competition, even though it remains very powerful.

What do you dislike about the product?

While Ivanti is extremely customizable overall, there are still many areas where customization is either very difficult or not possible at all. Things like forms and the UI can be hard to tailor, and I often end up settling for “Good enough, I guess.” Another major downside is how different the Service Requests experience feels compared to every other business object, which is especially frustrating for the teams who work the tickets day to day.

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

Ivanti Neurons for ITSM is our enterprise ITSM tool. More than 15,000 people can raise a ticket for anything they need, and they’re able to get support in a timely manner.

What do you like best about the product?

It helps us support customers while still keeping our devices secure. Creating tickets is straightforward and user-friendly, and I also appreciate that vulnerabilities are linked directly to the tickets, which makes them easier to track and work on.

What do you dislike about the product?

Service requests and incidents are split into two different tabs. This makes it harder for me to get a clear overview of all the tickets and quickly see what work I still have to do.

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

It helps solve vulnerabilities by applying patches, and it also makes it much easier to work on tickets. It benefits me because it reduces the time it takes to get my work done.

What do you like best about the product?

Integration between products. It allows for cross-pollination, but does also require customers to be ready for that level of overview in their field or frame of reference.

What do you dislike about the product?

The platform inclusion and differentiation previously didn't fully exemplify how various platforms benefit , and how other tools could also benefit or be included.

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

Integration platform that also combines with Pulse Secure / Ivanti Connect Secure and coordinates cluster-and-beyond settings, as configuration management.

What do you like best about the product?

The interface and usability make it easy to quickly grasp the basics of, but there's still plenty of depth to do a lot more. Having such an accessible floor yet still maintaining a high ceiling means getting into the tool to start learning is easy, and being able to go beyond the basics is possible.

What do you dislike about the product?

Some major issues can linger longer than we would like, and that can cause disruptions in our business workflows. Interfacing with support is quick, but even then the resolutions can still take much more time than we would care for.

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

We needed an ITSM tool that allowed us to streamline and automate as much as we could, and Neurons for ITSM allowed us to do just that. We are able to hook many of our apps and services into it fairly easily and have a high level of customization because of that.

What do you like best about the product?

That you have the freedom to almost configure the system to your organisations needs. And you can use the Ivanti Neurons for ITSM(ESM) for your whole organisation not just for IT.

What do you dislike about the product?

There are still some parts of the platform that is hardcoded and cant be changed or configured by the customer.
The thing that i dislike the most is that you can only have one outgoing mail server i the platform. To much work has to be done to set it op in MS graph.

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

The biggest problem that Ivanti Neurons for ITSM has solved, has been getting a better overview of request to the HR department and Campus Service at DTU. And that we now have one place to contact IT, HR and Campus Service. So its more easy for employees at DTU to get help or report problems.

What do you like best about the product?

The ability to scale and customize almost everything.
The great community around the platform and that they listen to our needs.
The system is moden and is growing

What do you dislike about the product?

Its big, and if you dont need it all it might not be a fit.
It takes time to master but when you do its endless possibilities.
Which is also a hard thing to explain

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

Its gives us a good way of handling interactions with our end users and offers us the ability to automate many workflows and make us work more efficient