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

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