Ivanti Neurons Zero Trust Access - BYOL-3 NIC_M5
Ivanti | 22.5R1Linux/Unix, CentOS 6.4 - 64-bit Amazon Machine Image (AMI)
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Powerful Service Desk Experience
What do you like best about the product?
Clean and simple to use. Very customizable. Automatic Service Request's are awesome! Very stable system.
What do you dislike about the product?
Can be overwhelming at first. There is lots to learn, take time to adjust to the new software.
What problems is the product solving and how is that benefiting you?
Faster, more accurate ticket creation. Ease of use for end users, not entering their own tickets more often
Recommendations to others considering the product:
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Easy to use, easy to configure, robust product
What do you like best about the product?
Product is easy to use, easy to customize, easy to admin for. Once you teach staff how to interact with one workspace, the others are very easy to learn as they all have a similar look/feel. The out of the box product is very robust and is a viable product on its own before customization.
What do you dislike about the product?
There are a few items I'd like to see enhanced for better functionality or increased security, but Ivanti hosts a forum for their customers to suggest and vote on enhancements. I feel reassured that they take suggestions from their customers seriously, so I look forward to seeing my suggestions implemented at some point in the future.
What problems is the product solving and how is that benefiting you?
With ISM, we've been able to integrate several systems into one tool, automate CI tracking, enhance the customer experience, see increased productivity from staff, provide easy to view reports and graphs for management, improve request visibility for all parties, eliminate messy email approvals, just to name some of the benefits.
Recommendations to others considering the product:
I recommend contacting Ivanti to set up a demo, and to request a trial.
Pros and cons, a Hobbits tale
What do you like best about the product?
Creating forms is stupid simple. Drag and drop, easy to customize.
What do you dislike about the product?
Finding anything in the admin console is a mess. Workflow creation
What problems is the product solving and how is that benefiting you?
Building an ITIL Service Management solution for our IT Team. When everything is configured correctly, it should be almost seamless transition
Recommendations to others considering the product:
Spend a good deal of time in first stage development.
Good Product
What do you like best about the product?
the biggest plus is we don't need to install desktop client, like the old version required. Playing with SQL and ODBC settings is a thing of the past.
The ability to access the portal from anywhere in the world is great.
The ability to access the portal from anywhere in the world is great.
What do you dislike about the product?
Ivanti Support can be better. Dealing with Tier1 support and going back and forth is tiring at times.
What problems is the product solving and how is that benefiting you?
Ability to track issues and monitor the amount of time it takes to resolve certain issue. We can use metrics to help us staff our Help Desk by viewing trends on ticket frequency. We're able to track chronic issues and flag those to be address and looked at on a deeper level
Recommendations to others considering the product:
In my opinion the most difficult part is getting a handle on the Categories. Take the time and clean up your categories prior to implementing HEAT. our categories were out of hand prior to moving and we imported them right in and it was more of a mess
Great Product and depolyment in the cloud was quick and easy
What do you like best about the product?
Having chosen the cloud its gave us fact access to the tool with patching and up time managed by Ivanti direct.
What do you dislike about the product?
Lack of reporting built within the tool, ivanti do offer another tool with free licences but if you are a cloud user you need another instance to run the reports from, this should be included in the base price.
What problems is the product solving and how is that benefiting you?
Migration of multiple ITSM tools into one.
Recommendations to others considering the product:
Make sure your department is ready from a maturity level e.g ITIL etc
Overall great ticket system
What do you like best about the product?
Easy yet robust ticket system. There’s a lot of options for communication and routing tickets
What do you dislike about the product?
Learning curve for more advance options.
What problems is the product solving and how is that benefiting you?
Customer facing issues
ISM - Administrator Friendly
What do you like best about the product?
The ability to customize forms and workflows easily and in a hurry if needed. Many different ways to automate and add connectors to other applications.
What do you dislike about the product?
Would like to see more detailed help files. How to and suggestions on other ways to design and implement vs standard.
What problems is the product solving and how is that benefiting you?
more automation means more time saved by IT and end users
Recommendations to others considering the product:
Great tool! Easy for end users to use and easy for administrator to administer. Lot of pieces to the ISM tool including Ivanti Voice and Ivanti Extraction.
basic but works great
What do you like best about the product?
For the user it is very easy to learn and use. For the admin it takes a lot of work up front but works great
What do you dislike about the product?
the console you hve to jump to many different modules to set up 1 item
What problems is the product solving and how is that benefiting you?
Self service ticketing and IS requests for software and access.
The product is versitile.
What do you like best about the product?
The ability to use it throughout the whole organization. It is not just an IT product but can be used by all departments.
What do you dislike about the product?
I dont really have anything I dislike. The product is good.
What problems is the product solving and how is that benefiting you?
Phone call deflection and avoidance.
Recommendations to others considering the product:
The Service and Support you receive is steller
Simple, powerful service managment
What do you like best about the product?
Service Manager is an easy to use yet powerful tool that allows for qick customization and modification. Most of the functionality is "good-to-go" right out of the box. Modules include incidents, service requests, problem, change and knowledge. There are more but this is a great strating place for an initial launch. Customizable workflows are simple drag and drop but allow for fast and efficient automation.
What do you dislike about the product?
Ivanti has 2 major releases per year. My experiece has been that anything that I've viewed as an "opportunity for improvement" was addressed within one of the major releases.
What problems is the product solving and how is that benefiting you?
Improved self service. More efficient service requests. Decreased handeling times. Increased customer satisfaction.
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