Ivanti Neurons Zero Trust Access - BYOL-3 NIC_M5

What do you like best about the product?

helps organize and streamline IT service management in one place. The ticketing system is easy to manage, workflows can be automated to save time, and it provides good visibility into incidents and service requests

What do you dislike about the product?

The platform has a bit of a learning curve, especially for new users. Some areas of the interface feel outdated and navigating through certain settings can be confusing. Customizing workflows or reports may require technical expertise, and the system can occasionally feel slow when handling complex processes

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

ticketing system is easy to manage, workflows can be automated to save time, and it provides good visibility into incidents and service requests. It has improved our team's efficiency and made it easier to track and resolve issues while maintaining SLA compliance

What do you like best about the product?

I use Ivanti Neurons for ITSM for managing incidents, service requests, and automating workflows, which helps streamline daily IT operations. The AI-powered automation and ITIL alignment reduce manual work and improve resolution speed across our service desk. I appreciate how it removes friction from IT work, making it feel like the system is working with you, not against you. The automation and AI insights make operations faster and more efficient. The unified dashboard and ITIL-aligned workflows improve visibility, consistency, and service quality.

What do you dislike about the product?

The UI responsiveness can be a bit sluggish with some screens loading slowly or feeling cluttered, particularly when navigating between modules. Workflow customization can be rigid, making it difficult to build or modify workflows. Search accuracy also lacks precision, as ticket and asset searches sometimes miss results unless very specific terms are used. Additionally, the mobile experience is not as smooth or feature-rich as the desktop version, which can be disappointing.

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

I use Ivanti Neurons for ITSM to manage incidents, service requests, and automate workflows. It helps streamline daily IT operations, align processes, reduce manual work, improve resolution speed, and enhance visibility and service quality with a unified dashboard.

What do you like best about the product?

What stood out to me after using Ivanti Neurons for ITSM for a while was that it became easier to work with as we configured it around our processes. The interface is well organised once you get familiar with it, and our service desk team didn't need much time to get comfortable with the daily workflow. We also integrated it with our existing identity and email systems, which helped automate ticket creation and user updates without a lot of manual effort. Performance has been consistent even on busy days when the ticket queue is much higher than usual, and the reporting loads without noticeable delays. During the initial rollout, their support team was responsive whenever we ran into configuration questions, which helped us get through onboarding faster. It isn't the least expensive option, but considering the automation and the amount of manual work it has removed from our service desk, we've found it to be a worthwhile investment.

What do you dislike about the product?

The biggest challenge for us was the initial configuration. Ivanti Neurons for ITSM is very flexible, but that also means there are quite a few settings and dependencies to understand before everything works the way you expect. We also found that some configuration screens are more technical than they need to be, so newer administrators can take a little longer to become comfortable with the platform. Day to day usage is smooth once everything is in place, but the setup phase definitely requires planning and some hands on time.

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

Before moving to Ivanti Neurons for ITSM, our incident tracking, approvals, and service requests were spread across emails and different tools, which made it difficult to keep track of ownership and SLA timelines. Having everything managed through a single platform has given us much better visibility into where requests are getting delayed and who is responsible for the next action. A good example is employee onboarding. Instead of different teams coordinating over email, the request now follows a defined workflow with the right approvals and task assignments. It has reduced follow ups, improved response times, and made the overall process much easier to manage.

What do you like best about the product?

Ivanti has one of the most convenient features: drag-and-drop, which really simplifies the user experience. We don’t even need to write custom code or do anything specific to handle cross-domain tasks.

What do you dislike about the product?

Some of the default, pre-configured templates feel cluttered and unhelpful, and they often slow us down. There is also a fee structure that seems on the higher side for professional services when issues come up.

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

It helps with multiple tasks across daily operations. When ticket volume is high, it has autonomous self-healing bots that scan and filter the content.

What do you like best about the product?

User-friendly, easy to integrate, drag and drop developement. AI scope. Online cloud support, swift response, and performance. Customization is very easy compared to other ITSM tools and is cost-effective.

What do you dislike about the product?

Object mapping error not in detail. AI trial version could have been more useful. KB's in Ivanti Help and actual product terminologies do not match. Real time SLA metrics with calculated fields are not available in Neurons

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

Compared to Cherwill, Ivanti Neuron feels much more user-friendly. The transparent, object-level modification also makes it easier for us to customize the tool based on our team’s roles and groups, which helps us improve service delivery more effectively.

What do you like best about the product?

I like the user-friendly ticket submission feature in Ivanti Neurons for ITSM, as it makes it quick and easy to raise and request tickets without any confusion. It allows me to track the status on my own, without needing to follow up with the IT team. I also appreciate being able to easily see who will approve the tickets, which helps avoid unnecessary delays.

What do you dislike about the product?

User interface, as some feature required too many clicks and system also feel slow at time of loading tickets or reports. Simplfy navigations and improve performances advised.

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

I use Ivanti Neurons for ITSM to raise IT service tickets quickly and easily. It allows me to track the status and approvals without following up with the IT team, avoiding unnecessary delays.

What do you like best about the product?

What I like the most about Ivan to neurons for ITSM is its ability to automate repetiste tasks, streamline incident and reheat management , and provide clear visibility across IT services.

What do you dislike about the product?

One aspect is that the interface can sometimes feel complex, especially for new users and certain costumisations require more effort than expected as well as some workflows can take multiple steps

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

It helps centralize incidents, requests and change management in on platform. It reduces manual work through automation, improves ticket tracking and communication

What do you like best about the product?

What I like most is that it keeps everything in one place. It's easy to track incidents and service requests without switching between different tools. The interface is straightforward after you get used to it, and the workflows help save time on routine tasks. I also like that it's flexible enough to fit different team processes, and the reporting features make it easier to follow up on open tickets and overall performance.

What do you dislike about the product?

One thing I don't like is that it takes some time to learn, especially if you're new to the platform. Some settings and workflows are not very intuitive, and finding certain options can be confusing at first. It can also feel a bit slow when working with large numbers of tickets. Once you get familiar with it, it's much easier to use, but the initial learning curve could definitely be improved.

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

Before using Ivanti Neurons for ITSM, it was harder to keep track of incidents and service requests because updates were spread across emails and different tools. Now everything is in one place, so it's much easier to follow ticket progress, assign work, and make sure nothing gets missed. It has helped our team respond faster, stay organized, and spend less time on manual follow-ups.

What do you like best about the product?

It was usefull to see something new but all in all I have to admit not so positive about the future, I feel more work needs to go into it before people are interested

What do you dislike about the product?

It felt boring to use—outdated interface, repetitive workflows, and too many clicks for simple tasks. It wasn't engaging or intuitive, making everyday work feel tedious.

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

It centralizes IT service requests and incident tracking, improving organization and response times. It helps manage tickets in one place and keeps work more structured.

What do you like best about the product?

I really like Ivanti Neurons for ITSM's workflow automation for incident routing. It automatically directs tickets to the right team based on category and priority, cutting down on manual triage and speeding up resolution. The reporting dashboards are a great feature too; they give clear visibility into ticket volume, resolution times, and recurring issues, making it easier to spot patterns and improve processes over time. Additionally, the interface is fairly intuitive, with a clean and logically organized layout that makes finding what you need straightforward, so the team required minimal training to get up to speed.

What do you dislike about the product?

A few things could be better. The reporting dashboards, while useful, aren't always easy to customize, sometimes I want a specific view or metric that isn't readily available without digging through settings. Initial configuration of workflow automation rules also took some trial and error to get right, it wasn't entirely intuitive for more complex routing scenarios. Additionally, performance can lag slightly when handling a high volume of tickets during peak times, which occasionally slows things down when speed matters most.

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

I use Ivanti Neurons for ITSM for incident management and ticketing. It centralizes and automates ticket routing, reducing manual work, speeding up resolutions, and preventing lost tickets. The reporting dashboards provide visibility into patterns and recurring issues for proactive problem-solving.