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

What do you like best about the product?

I’ve used Ivanti Neurons for ITSM mainly for incident management tracking and overall service management. What I like most is the seamless integration between endpoint security and ITSM workflows, which gives IT teams a centralized view of service delivery. The workflow capabilities, along with real-time visibility into service requests across departments, really stand out. I also value being able to track data lineage, document system workflows clearly, and support governance compliance.

What do you dislike about the product?

Dashboard customization could be more intuitive. The current limitations around drag-and-drop flexibility, along with the relatively limited DAX-like calculated field options, make it challenging to build clear department-specific views. More customization capabilities would make it easier for teams to tailor what they need and, as a result, improve overall usability and adoption.

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

Ivanti Neurons for ITSM acts as a force multiplier for our IT team. It solves the issue of manual process bottlenecks by automating routine service requests and standardizing change management. This has directly benefited us by freeing up technical staff to focus on high-value initiatives rather than routine tickets. Furthermore, the native integration with endpoint security provides us with the real-time visibility needed to mitigate risks before they impact the business, directly improving our service quality and reliability

What do you like best about the product?

I like how intuitive and customizable Ivanti Neurons for ITSM is. The automation workflows save a lot of time, and the dashboards provide clear visibility into incidents, changes, and service performance. I appreciate how the platform helps streamline incident, problem, and change management processes, automates workflows, tracks service requests, and improves visibility across IT operations. It supports integrations with other tools, making it easier to manage assets and ensure faster issue resolution. The initial setup was straightforward with helpful documentation and support, and the automation workflows and dashboards work exactly as intended. I would rate it 10/10.

What do you dislike about the product?

Sometimes initial configuration can be a bit complex, especially when integrating with other enterprise tools. The UI could be more responsive when handling large datasets.

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

I use Ivanti Neurons for ITSM to streamline incident, problem, and change management processes. It automates workflows, tracks service requests, and improves visibility across IT operations, solving delayed incident resolution and lack of visibility.

What do you like best about the product?

I like how Ivanti Neurons for ITSM brings everything into one place, making workflows more efficient. The automation really stands out because it helps reduce manual work and improves ticket resolution. I also appreciate the visibility it provides, making it easy to track access and progress, which smoothens coordination across the team. It helps improve organizational agility and response times.

What do you dislike about the product?

The user interface sometimes feels a bit complex and not very intuitive for users. There are many types of workflow configurations that require more manual setup, which can slow things down.

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

I use Ivanti Neurons for ITSM to centralize service requests, reduce downtime, and improve accountability and efficiency through automation and workflows. It enhances tracking and coordination with teams, smoothing operations and improving response times.

What do you like best about the product?

I find Ivanti Neurons for ITSM really helpful for Incident Management, particularly because it offers faster resolution times. I also appreciate the strong reporting and dashboards, which are a big plus. The real-time SLA tracing is particularly valuable in keeping track of our commitments. The improved reporting and dashboards were a significant motivation for switching to it. Overall, these features have been quite effective for us.

What do you dislike about the product?

workflow configuration complexity

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

I use Ivanti Neurons for ITSM for Incident Management, which shortens resolution times. It provides strong reporting and dashboards, with real-time SLA tracking.

What do you like best about the product?

I like the strong optimization and proactive support Ivanti Neurons for ITSM offers. The highly customizable workflows, unified ITSM capabilities in one platform, and the user-friendly, self-service experience stand out to me. Optimization saves time and reduces stress. I appreciate the proactive issue detection and experiencing fewer outages, thanks to the unified ITSM platform that provides better visibility and control. The ease of setup due to cloud deployment options, prebuilt ITIL workflows, and a configurable, low-code platform make it really convenient.

What do you dislike about the product?

AI and optimization maturity could be stronger. Integration flexibility can be limited. Implementation and configuration complexity. User interface consistency.

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

Ivanti Neurons for ITSM solves too many IT issues, slow resolution, lack of visibility, insufficient manual processes, and repetitive work. It provides strong optimization, proactive support, and a unified ITSM platform, saving time, reducing stress, and offering better visibility and control.

What do you like best about the product?

There is nothing good about this product. Their support is non-existent. They sales is extremely hard to get a hold of (maybe because we are small and they don't care). The product is buggy and not worth it at all.

What do you dislike about the product?

Everything is either average or not working properly. The remote connection is buggy, don't get me started on MACs and also the patching is hit and miss. They support is practically useless and make sure to read the contract because they will force you to stay with them if you don't give them 90 day notice.

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

Nothing, it's practically useless for what we wanted it for and they forced us to stick to it because we didn't give them a 90 day notice!