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

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

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

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.

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.

What do you like best about the product?

The platform is very basically laid out and fairly simple to understand. Modifying forms and lists is a simple task to accomplish while maintaining structure and relation to other objects. Integrating new objects to support IT business functions is also very easy.

What do you dislike about the product?

I've worked in development of business applications for 10+ years. There are always nuances that are never considered among the different tools that never come up as a requirement. Filter options for Dashboard layouts, data previews at key junctions while developing, and documentation of behaviors when things don't work are items I've needed to cover in my experience. The Support Desk has always been available to help in any of these cases mind you.

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

Allowing IT operations to perform functions collaboratively with its internal parties while at the same time consolidating our efforts into a simple point of contact for the customer has been revolutionary. We will be engaging very closely to integrate and automate many alerts and scripts for the purposes of removing a sitting person for this purpose. This frees up staff and time to get more done where we are actually needed most.

What do you like best about the product?

Easy of use Flexibility for expansion Feature set

What do you dislike about the product?

There is a lack of out of box integrations with other tools.

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

This product allow for users to get help quickly. It also allows management more insight into the day to day issues impacting the orgnization. Having a dashboard for the Analysts to view and track what they are working on is key.