Ivanti Neurons for ITSM (Ivanti Service Manager) Reviews

I really appreciate how easy it is to manage all support tickets in one place with Ivanti Neurons for ITSM. The simple dashboard is user-friendly, allowing me to see all open tickets and their status in one glance, making it easy to prioritize what needs attention. The automation features are a huge time saver, as they handle routine tasks efficiently. Also, I found the initial setup to be straightforward and overall very good.

I find the user interface could be better. Some settings and advanced options can be hard to find, especially for new users. I experience slowness when loading large lists or reports.

I use Ivanti Neurons for ITSM to manage IT support requests centrally, ensuring nothing gets missed. It eases tracking tickets, assigning work, and speeds up problem-solving. The simple dashboard and automation features save time and help me prioritize tasks effectively.

It is flexible,provide codes and does routine clean ups, and its gives support. and its easily accessible and also summarize and it perform more advance service

Its struggles with dis joining modules and time consuming, there is a steep learning curve and also has limited customizations options for time consuming.

It continues to improve with the new features being added on a monthly basis including new AI insights on devices, help me to rank how proficient your work is.

What stands out most is Ivanti's ability to run a single, unified platform while cleanly managing different business entities—from banking to grocery and retail. Its Organizational Unit (OU) structure and role-based access controls let us enforce strict data segregation so sensitive financial data stays isolated, even while operating under a shared IT services model.

On top of that, the flexible workflow engine handles complex, cross-subsidiary approval paths with ease, and the built-in ITIL frameworks give group leadership clear, single-pane visibility into SLAs, operational efficiency, and overall performance.

The biggest pain point is the Request Offering form designer. The engine defaults to a rigid, vertical stacked flow. Trying to place fields side-by-side to build clean, compact forms requires frustrating workarounds like inserting hidden HTML controls, adjusting CSS, or constantly dropping in Row Aligners just to stop the form from turning into an endlessly long scrolling list.

What I like best about Ivanti Neurons for ITSM is how it brings incidents, problems, changes, and requests into one place. The automation and self-healing features catch issues like low disk space before we even notice, and the self-service portal has cut down routine tickets a lot. Setup takes patience, but worth it.

Honestly, the interface still feels a bit dated compared to some newer ITSM tools — it gets the job done, but it's not the most modern-looking dashboard. The initial setup and configuration also took longer than we expected, especially getting all the workflows and forms customized to fit our processes. There's a real learning curve for admins, and it took a few months before our team felt fully comfortable managing the backend. Reporting is solid but could use more flexibility for building custom dashboards without needing extra help. Also, when rolling it out across multiple departments, some of the initial integration work with our existing tools took more time and back-and-forth with support than we anticipated. None of these are dealbreakers, but they're worth knowing going in.

Ivanti solves our manual ticket routing, slow approvals, and scattered asset tracking. Automation gets tickets to the right person faster, self-healing resolves common issues before they're even reported, and centralized asset data makes compliance easier. Net result: less firefighting, faster response times, and more time for our team to focus on strategic work.

I use Ivanti Neurons for ITSM to manage incidents, service requests, assets, and IT support efficiently. I like its automation, easy ticket tracking, customizable workflows, and user-friendly interface for IT management. This feature has saved me time, improved teamwork, reduced manual tasks, and provided faster reports to users.

I find the initial setup complex and the advanced configuration requires technical knowledge. I believe the reporting feature needs improvement.

I use Ivanti Neurons for ITSM to manage incidents, service requests, and IT support efficiently. It improves my ticket system, reduces response time, and saves time by enhancing teamwork and reducing manual tasks while providing faster reports.

The best part of Ivanti Neurons for ITSM, in my experience, is its automation (“Neurons”), which helps cut down on manual ticket handling through smart workflows and self-healing actions.

It also stands out for its low-code workflow builder, which makes it easier to tailor IT processes without requiring a heavy development effort.

Common downsides of Ivanti Neurons for ITSM include that it can be complex to implement and configure, particularly for teams migrating from simpler ITSM tools.

helps organize and streamline IT service management in one place. The ticketing system is easy to manage, workflows can be automated to save time, and it provides good visibility into incidents and service requests

The platform has a bit of a learning curve, especially for new users. Some areas of the interface feel outdated and navigating through certain settings can be confusing. Customizing workflows or reports may require technical expertise, and the system can occasionally feel slow when handling complex processes

ticketing system is easy to manage, workflows can be automated to save time, and it provides good visibility into incidents and service requests.

What stood out to me after using Ivanti Neurons for ITSM for a while was that it became easier to work with as we configured it around our processes. The interface is well organised once you get familiar with it, and our service desk team didn't need much time to get comfortable with the daily workflow. We also integrated it with our existing identity and email systems, which helped automate ticket creation and user updates without a lot of manual effort. Performance has been consistent even on busy days when the ticket queue is much higher than usual, and the reporting loads without noticeable delays. During the initial rollout, their support team was responsive whenever we ran into configuration questions, which helped us get through onboarding faster. It isn't the least expensive option, but considering the automation and the amount of manual work it has removed from our service desk, we've found it to be a worthwhile investment.

The biggest challenge for us was the initial configuration. Ivanti Neurons for ITSM is very flexible, but that also means there are quite a few settings and dependencies to understand before everything works the way you expect. We also found that some configuration screens are more technical than they need to be, so newer administrators can take a little longer to become comfortable with the platform. Day to day usage is smooth once everything is in place, but the setup phase definitely requires planning and some hands on time.

Before moving to Ivanti Neurons for ITSM, our incident tracking, approvals, and service requests were spread across emails and different tools, which made it difficult to keep track of ownership and SLA timelines. Having everything managed through a single platform has given us much better visibility into where requests are getting delayed and who is responsible for the next action. A good example is employee onboarding. Instead of different teams coordinating over email, the request now follows a defined workflow with the right approvals and task assignments. It has reduced follow ups, improved response times, and made the overall process much easier to manage.

User-friendly, easy to integrate, drag and drop developement. AI scope. Online cloud support, swift response, and performance. Customization is very easy compared to other ITSM tools and is cost-effective.

Object mapping error not in detail. AI trial version could have been more useful. KB's in Ivanti Help and actual product terminologies do not match. Real time SLA metrics with calculated fields are not available in Neurons

Compared to Cherwill, Ivanti Neuron feels much more user-friendly. The transparent, object-level modification also makes it easier for us to customize the tool based on our team’s roles and groups, which helps us improve service delivery more effectively.

What I like most about Ivanti Neurons for ITSM is how it brings incident, change, and asset management together in one place. The automation features save time by reducing repetitive tasks, and the interface makes it easy to track and manage tickets efficiently.

The interface can feel a bit outdated in some areas, and customizing workflows isn’t always as straightforward as I’d like. It also takes some time to learn all of the platform’s features.

Ivanti Neurons for ITSM helps us keep support requests organized and automate routine tasks, which reduces response times and improves team productivity. It also gives better visibility into incidents and assets, making it easier to resolve issues quickly.