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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Ivanti is good
What do you like best about the product?
Best software as per organisations requirement
What do you dislike about the product?
None it looks ivanti has variety of appl8cations required for an organization
What problems is the product solving and how is that benefiting you?
Vulnerability management and client push
Recommendations to others considering the product:
Overall management for an organization
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a strong and stable service that is easy to maneuver and navigate
What do you like best about the product?
the ease of access to all teams and call stacks i have access to.
What do you dislike about the product?
task assignments always being assigned to the default queue
What problems is the product solving and how is that benefiting you?
network issues, a great benefit is being able to group calls together.
Ivanti Service Manager in the Service Desk
What do you like best about the product?
The ease of use. The customizability.
The supportive Ivanti forum.
The supportive Ivanti forum.
What do you dislike about the product?
The higher technical treshold when desiging and implementing new objects (offerings, picklists,...)
But again, I only have 1 year of Admin access and experience in the "backend".
But again, I only have 1 year of Admin access and experience in the "backend".
What problems is the product solving and how is that benefiting you?
Creation of Service offerings.
Implementing functionalities like the announcement, which wasn't used before.
Being able to change and adapt any aspects (offerings, design, workflows,...) on short ntice, without having to solicit the external support
Implementing functionalities like the announcement, which wasn't used before.
Being able to change and adapt any aspects (offerings, design, workflows,...) on short ntice, without having to solicit the external support
Daily work so experience is so good easy and stable easy to import reports
What do you like best about the product?
As I'm working as DBA so I receive tickets on Ivanti which gives me best experience to easy to use and easy to import many tickets by using filters.
What do you dislike about the product?
I don't think there is downside in Ivanti.
What problems is the product solving and how is that benefiting you?
Easy to raise ticketing without any complications like other ticketing tools.
Recommendations to others considering the product:
I don't think there is any advise.
IT Service Management software
What do you like best about the product?
This tool provided us high level of visibility and allowed us to better project visibility and tickets. It automated most of the steps of our operations with its build in automated tool, so we do not have to keep clicking for repeating tasks and everything is being done automatically which is also saving our time. The portal it provided us is allowing users to solve issues and to keep check on the status of their issues.
What do you dislike about the product?
This is software is providing a lot of services from a single platform so when there is a lot of options, our mostly team members found it bit confusing so they must have required a proper training of this tool to gain complete benefit from it. It is too much technical for non-technical employee.
What problems is the product solving and how is that benefiting you?
This is a good platform for my company which solved all our problems. The customization is amazing, and we can change everything according to our need which is very helpful. It is providing great level of support to my organization. The inventory management feature is an additional benefit for us. The support team is always a call away which makes this tool better than its alternatives.
Expensive, buggy, and difficult to manage. Stay far away.
What do you like best about the product?
Supposedly, a mature implementation can integrate with other Ivanti tools. We were not able to see that benefit due to more fundamental problems with the platform. There's very little benefit to this platform that I can see that makes it any better than its competitors.
What do you dislike about the product?
Ivanti Service Manager (ISM) was a boondoggle from the start. It took over two years to get ISM working after we initially purchased it. Over those two years, we contracted with two different professional service partners and worked with Ivanti support themselves to iron out every wrinkle and squash every bug. Even once we moved it into production (after two years of implementation work), it still didn't work as well as competing service desk options.
If I had one word for Ivanti Service Manager (ISM), it would be "overengineered." A simple workflow that would take 1 step in a better ticketing system takes 5 (or more) in Ivanti. A number of basic functions didn't work out of the box, such as knowledgebase full text search. The entire web interface is obfuscated behind a layer of Javascript that renders basic browser functions (like "open in a new window") inoperable. For example: do you want to send a link to a service request, incident, or knowledge base article by email? You can't do that without significant customization. Do you want to open a few knowledgebase articles in different browser tabs? Again, you can't do that. Do you have users who need to use browser accessibility functions (say, for the visually-impaired)? ISM doesn't support that, either. Cross-compatibility between different browsers, and even different versions of the same browser, is poor. We found that some functions would work in Chrome and not Firefox, or vice versa.
Even when the platform is working, it's extremely counterintuitive for both customers submitting tickets and for engineers supporting them. An incident management system should facilitate support, not get in its way. ISM gets in the way.
Ivanti doesn't even use this product internally, as far as we can tell. Their ticketing and knowledgebase systems are built on Madcap and Jive. I can think of a dozen incident management systems & ticketing systems that I'd rather use than this.
If I had one word for Ivanti Service Manager (ISM), it would be "overengineered." A simple workflow that would take 1 step in a better ticketing system takes 5 (or more) in Ivanti. A number of basic functions didn't work out of the box, such as knowledgebase full text search. The entire web interface is obfuscated behind a layer of Javascript that renders basic browser functions (like "open in a new window") inoperable. For example: do you want to send a link to a service request, incident, or knowledge base article by email? You can't do that without significant customization. Do you want to open a few knowledgebase articles in different browser tabs? Again, you can't do that. Do you have users who need to use browser accessibility functions (say, for the visually-impaired)? ISM doesn't support that, either. Cross-compatibility between different browsers, and even different versions of the same browser, is poor. We found that some functions would work in Chrome and not Firefox, or vice versa.
Even when the platform is working, it's extremely counterintuitive for both customers submitting tickets and for engineers supporting them. An incident management system should facilitate support, not get in its way. ISM gets in the way.
Ivanti doesn't even use this product internally, as far as we can tell. Their ticketing and knowledgebase systems are built on Madcap and Jive. I can think of a dozen incident management systems & ticketing systems that I'd rather use than this.
What problems is the product solving and how is that benefiting you?
After two years, we've finally got it working as a basic IT support ticketing system. Sadly, we spent far too much money and time to get here, where there are many better (and less expensive) options we should have chosen instead.
Recommendations to others considering the product:
Stay away. Stay far away. Look at Jira, ZenDesk, ServiceNow, KACE, or one of the many open-source alternatives.
Feature-packed but could it be over-complicated?
What do you like best about the product?
The Ivanti Service Manager application is jam packed full of features, with so much detail that can be recorded against incidents, it makes running a service desk a very well organised and well oiled machine!
What do you dislike about the product?
It is hugely complicated, its huge array of features and fields means it takes a very long time to get new features activated or new configurations built. This delays our service offerings and makes things more complicated than they need to be.
What problems is the product solving and how is that benefiting you?
Our previous ticketing system had very poor search functionality which made it very difficult to find any historical information. We also had no options for statistical analysis with our previous system.
Powerful and flexible solution.
What do you like best about the product?
The level of customization and integration available. Really easy to leverage on industry standards framework and also add your own requirements.
What do you dislike about the product?
I will have to get down to the details... The one think I dislike is how the cloud version is based on one page development. You can't just simple copy the browser URL to a specific destination.
What problems is the product solving and how is that benefiting you?
Solving the problem of providing consistent IT services with satisfactory user experience.
Service Manager Cloud
What do you like best about the product?
Incident, Problem, Change, Release, CMDB, Service Request all in 1 system.
What do you dislike about the product?
Basic OOTB reporting and have to purchase Xtraction.
Cannot reroute approval tasks for workflows.
Cannot reroute approval tasks for workflows.
What problems is the product solving and how is that benefiting you?
Self Service for the organization and our external customers. Better workflow features.
Recommendations to others considering the product:
Great product to get your ITSM up and running.
Service Desk
What do you like best about the product?
The ease of creating processes and easy user adoption. Quick ROI back to business.
What do you dislike about the product?
Design Transfer is crappy and does not work.
What problems is the product solving and how is that benefiting you?
Process enhancements and streamlined workflows. Window design and calculations.
Recommendations to others considering the product:
Get Professional Services to aid when implementing software
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