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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Love the workflow and Integration capability
What do you like best about the product?
Flexibility to design your own forms, workflows, and communication templates
What do you dislike about the product?
UI/UX for the agents is very complex. I would like to have a way to match with FreshDesk that is so easy to use
What problems is the product solving and how is that benefiting you?
We have moved away from paper based form. All support departments are now managed through the ticketing system
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Ivanti Simplified Management
What do you like best about the product?
The ability to manage your IT environment in one platform, from software, antivirus, imaging, down to asset management.
What do you dislike about the product?
Some of the capabilities require a bit of deep knowledge of the product and doesn't have a clean interaction between Service Desk and LDMS.
What problems is the product solving and how is that benefiting you?
Incident, Requests, Projects and Change Management.
Recommendations to others considering the product:
Look for use cases and research the community forums to understand who and how people are using the application
Powerful but extremely steep learning curve
What do you like best about the product?
Ivanti Service Manager can do pretty much anything you want to do. You can mix concurrent and named licenses which is rare in the ITSM field.
What do you dislike about the product?
You won't be able to implement most of your wild dreams without consulting fees. It is not very user friendly as an administrator. Support is extremely slow. When you do get them on the phone they are very knowledgeable but almost nothing can be "explained" over the phone, you need to dedicate time to a remote session where they may need to modify the SQL database. Test to Live database migrations don't work well. Be prepared to backup your SQL environment and expect playing in Production.
What problems is the product solving and how is that benefiting you?
We implemented a self-service portal so our users could enter their own tickets.
Recommendations to others considering the product:
You need a trained, dedicated administrator to pull off advanced things.
Unstable, no bugfixes & known issues get closed as unimportant
What do you like best about the product?
We have about 6-7.000 end users using the platform for reporting tickets & submitting servicerequests. We've been using it for almost 2 years.
Look & feel is reasonable, doesn't feel too dated
Allows you to customize easily (if your lucky enough and don't run into one of the countless limitations or known bugs)
Requires intensive training to get indepth product knowledge (mainly getting to know the countless limitations)
Look & feel is reasonable, doesn't feel too dated
Allows you to customize easily (if your lucky enough and don't run into one of the countless limitations or known bugs)
Requires intensive training to get indepth product knowledge (mainly getting to know the countless limitations)
What do you dislike about the product?
We've been having countless issues with this product since we started using it 2 years ago.
- Issues causing dataloss take over 12 months already, and no solution or workaround is being provided. Customer service responses don't contain any usable information. We have confirmation that these issues also affect other customers using this software. After a few months we were assigned a developer, but this person keeps changing and no feedback is provided to the customer. We have received so solutions to our issues so far.
- Usability issues never get addressed. Even if this means the processing of tickets is seriously impaired by them.
- Every update introduces new bugs, which only get addressed 2 releases later (no hotfixes!!) (onpremise release cycle is terribly slow, so you're stuck with the bug for 6 months)
- internal processes simply stop working (servicerequests) without any visual indication.
- if you have complex requirements (like a for-each loop) in a servicerequest, give up. It won't happen. Anything outside of very basic functionality isn't supported by the workflow engine.
- performance issues never get fixed
Their backlog of known issues must be huge, since they are not fixing any of ours. Or they are simply not focusing any resources on product stability, service request automation, and basic businessrules issues...
- Issues causing dataloss take over 12 months already, and no solution or workaround is being provided. Customer service responses don't contain any usable information. We have confirmation that these issues also affect other customers using this software. After a few months we were assigned a developer, but this person keeps changing and no feedback is provided to the customer. We have received so solutions to our issues so far.
- Usability issues never get addressed. Even if this means the processing of tickets is seriously impaired by them.
- Every update introduces new bugs, which only get addressed 2 releases later (no hotfixes!!) (onpremise release cycle is terribly slow, so you're stuck with the bug for 6 months)
- internal processes simply stop working (servicerequests) without any visual indication.
- if you have complex requirements (like a for-each loop) in a servicerequest, give up. It won't happen. Anything outside of very basic functionality isn't supported by the workflow engine.
- performance issues never get fixed
Their backlog of known issues must be huge, since they are not fixing any of ours. Or they are simply not focusing any resources on product stability, service request automation, and basic businessrules issues...
What problems is the product solving and how is that benefiting you?
complex automation of service requests
servicedesk ticketing
cataloguing hardware
servicedesk ticketing
cataloguing hardware
Recommendations to others considering the product:
if you have complex requirements for service requests/workflow execution, don't bother or ask your verdor to offer you a fixed budget project. Otherwise you'll be paying very large sums to overcome basic limitations and bugs.
A good product but not perfect!
What do you like best about the product?
Incident Management, Service Management, Change Management,
What do you dislike about the product?
Mobile Interface, Integration to other system, SLA configuration, speed to resolve a submitted bug.
What problems is the product solving and how is that benefiting you?
We replace SAP CRM with Ivanti, it provide our customer a service catalog and help our organization to adopt to ITIL v3.
Recommendations to others considering the product:
It is a good tool if your company would like to limplement more than incident management at a budget price. It could be a nice platform for your users but require some hardworkis on administration.
Good quality product
What do you like best about the product?
The product is stable, user friendly and easy to use.
What do you dislike about the product?
Perhaps the price can be lower or there can be different price tier for larger group of users.
What problems is the product solving and how is that benefiting you?
Improve issue tracking and establish ITIL practices.
Recommendations to others considering the product:
A product worth trying.
Setup is a bear, but it can do almost anything you can dream up
What do you like best about the product?
Ivanti Service Manager can handle every crazy scenario we have dreamed up. While it take a lot of planning, it does provide a much better user experience by tailoring requests to exactly what information is needed.
What do you dislike about the product?
Documentation is lacking and seems to be out of date in some areas. It is not intuitive to administrate and takes some time to get a feel for it.
What problems is the product solving and how is that benefiting you?
We have implemented a better change management system than we had previously. We are also in the process of using ISM for onboarding new employees with a workflow process.
Recommendations to others considering the product:
Spend a ton of time on planning your implementation.
Thus far my experience was great. Most things that I expect are apart of its functionality.
What do you like best about the product?
What I like best about Icanri service manager is the dynamic widgets and ease of automation.
What do you dislike about the product?
What is dislike about Ivanri Servixe manager is the implementation time.
What problems is the product solving and how is that benefiting you?
Automation of internal processes.
Units across the business being able to leverage the platform.
Units across the business being able to leverage the platform.
IT Service Management Nirvana
What do you like best about the product?
Workflows automation nearly eliminated all previous financial and time overhead which the old solution, mostly manual processes, relied. It made my sales team's customer business run far more efficiently and secure.
What do you dislike about the product?
Nothing bad to write home about! The customer loves ITSM, and has made quick work with integrating actionable intelligence to improve SLAs and other business processes!
What problems is the product solving and how is that benefiting you?
IT help desk and ticketing solution to maintain compliance with SLAs.
Recommendations to others considering the product:
Not sure what the previous solution was, but from my correspondence with decision makers at the customer site, it appears to have been a patchwork, multipartner solution that was far more trouble than it was worth. The move was easily made, and nothing but praise for the quality of the product and how intuitive it is to pick up.
APPLICATION ANALYST
What do you like best about the product?
System is comprehensive and easy to use.
What do you dislike about the product?
don't see how to assess cost of poor service with use of surveys.
What problems is the product solving and how is that benefiting you?
Optimization of workflows,, visibility of customer issues and expectations,, enhance productivity and improve business practices.
Recommendations to others considering the product:
It is a great product and can be customized with ease.
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