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 Neurons for ITSM Review
What do you like best about the product?
Ivanti for ITSM has been a great help for us. It has helped us alot in our employee onbaording and managing other employee related functions. It's highly customizeable and it can easily be integrated with any tool.
What do you dislike about the product?
The process of understandign it initially is quite difficult but overall it's a great tool
What problems is the product solving and how is that benefiting you?
onboarding related tasks
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Good product that is evolving at a rapid pace
What do you like best about the product?
For me, the main point about the product is that you get a solid foundation with the "standard content" the vendor delivers but you have the ability to customize that in an easy way. Our team consists mainly of IT-savvy people without a background in software development. Still, they feel quite at home in the software and constantly develop new functionality.
A second aspect that does not concern so much the software but rather Ivanti as the vendor is the strong community behind the product. Ivanti actively facilitates user groups both virtual and in-person for all kinds of topics concerning their portfolio. Many valuable tipps, tricks, insights and ideas that we incorporate in our customized solution are coming from the community.
We integrate various other applications inside our company as well as customer systems. For our own applications, we typically use a database-level integration or flat files. Recently, we also use the Ivanti API. For customer systems we are still sticking to either email or a custom (reduced) API built on top of the native platform API.
We are an IT service provider with 300+ supporters that use the software daily to support about 9000 customers on the client side.
A second aspect that does not concern so much the software but rather Ivanti as the vendor is the strong community behind the product. Ivanti actively facilitates user groups both virtual and in-person for all kinds of topics concerning their portfolio. Many valuable tipps, tricks, insights and ideas that we incorporate in our customized solution are coming from the community.
We integrate various other applications inside our company as well as customer systems. For our own applications, we typically use a database-level integration or flat files. Recently, we also use the Ivanti API. For customer systems we are still sticking to either email or a custom (reduced) API built on top of the native platform API.
We are an IT service provider with 300+ supporters that use the software daily to support about 9000 customers on the client side.
What do you dislike about the product?
Even though the software is seeing some substantial development recently after having bought Cherwell Service Management, the solution still feels a bit dated in the admin and analyst part. Personally, I am not a fan of the general organisation of the page in the analyst/supporter backend with a simulated menubar and tab bar below that instead of using native browser tabs. Also, many views seem a bit cluttered. Ivanti has promised, though, that this will receive a general redesign shortly. First results are apparent in the customer portal, which looks much more modern and organised.
What problems is the product solving and how is that benefiting you?
Our requirement is to have all of the (classic) ITIL v3 processes in a single ITSM suite that can deliver an integrated view on our IT Service Management. Without that, an IT service provider like us cannot reasonably scale beyond a small customer base.
Neurons for ITSM has been a game changer for our IT Operations
What do you like best about the product?
The platform is very basically laid out and fairly simple to understand. Modifying forms and lists is a simple task to accomplish while maintaining structure and relation to other objects. Integrating new objects to support IT business functions is also very easy.
What do you dislike about the product?
I've worked in development of business applications for 10+ years. There are always nuances that are never considered among the different tools that never come up as a requirement. Filter options for Dashboard layouts, data previews at key junctions while developing, and documentation of behaviors when things don't work are items I've needed to cover in my experience. The Support Desk has always been available to help in any of these cases mind you.
What problems is the product solving and how is that benefiting you?
Allowing IT operations to perform functions collaboratively with its internal parties while at the same time consolidating our efforts into a simple point of contact for the customer has been revolutionary. We will be engaging very closely to integrate and automate many alerts and scripts for the purposes of removing a sitting person for this purpose. This frees up staff and time to get more done where we are actually needed most.
Robust and capable of Enterprise level service
What do you like best about the product?
Easy of use Flexibility for expansion Feature set
What do you dislike about the product?
There is a lack of out of box integrations with other tools.
What problems is the product solving and how is that benefiting you?
This product allow for users to get help quickly. It also allows management more insight into the day to day issues impacting the orgnization. Having a dashboard for the Analysts to view and track what they are working on is key.
Ivanti Neurons for ITSM is highly customizable to our environment
What do you like best about the product?
Out of the box, Ivanti Neurons for ITSM is a good product. But we've found it to be very versital and highly customizable to our environment. We've built integrations to automate things like employee onboarding and offboarding and other routine tasks. Customer support engineers are responsive and helpful.
What do you dislike about the product?
The documentation is somewhat sparce. However, there is a well supported forum and discussion group. Many of our difficult questions were quickly answered in the user forum.
What problems is the product solving and how is that benefiting you?
Before we had Ivanti Neurons for our ITSM solution all issues and requests came into our ticketing system without priority or workflow. This added major overhead for our Service Desk as they had to triage each request and determine which support person or team would need to be assigned. We Neurons we are able to customize the workflow of Service Requests and Incidents so most tickets are routed to the correct teams much more quickly. And since the processes are now documented and repeatable, we can more easily create reports and metrics on response times and staffing levels.
Ivanti Neurons for ITSM - Powerful flexibility with a learning curve
What do you like best about the product?
- Excellent flexiblity allowing admins to build business objects and link them together to create complex workflows
- Good product support and documentation available online
- Many add-ons available to enhance your ITSM experience
- Good product support and documentation available online
- Many add-ons available to enhance your ITSM experience
What do you dislike about the product?
- Steep learning curve to maximize the potential return on investment
- modules can feel disjointed from one another with completely different look / feel as they were developed by other teams
- Customizations are often more time consuming than anticipated
- modules can feel disjointed from one another with completely different look / feel as they were developed by other teams
- Customizations are often more time consuming than anticipated
What problems is the product solving and how is that benefiting you?
- Help Desk solution for incidents
- Approval solution for service requests
- allows real-time tracking of problems and requests for the requester
- Excellent self-service portal for requesters
- Approval solution for service requests
- allows real-time tracking of problems and requests for the requester
- Excellent self-service portal for requesters
Neurons is good
What do you like best about the product?
IT keeps track of discoverable items easily. Security tteam is able to use it for tracking assets as well.
One best thing about it is that it integrates with our ticketing system seamlessly which removes alot of work.
One best thing about it is that it integrates with our ticketing system seamlessly which removes alot of work.
What do you dislike about the product?
Like any other tool, it's not perfect. there are some items that i cannot dicover correctly, like DUAL ip or DUAL dns systems.
For discovery, i needs to be more smooth and seamless.
For discovery, i needs to be more smooth and seamless.
What problems is the product solving and how is that benefiting you?
IT's helping us with asset tracking and assest history. We are also able to push patches and packages with ease. This helps greatly with automation which reduces administration time.
Highly customizable out of the box experience
What do you like best about the product?
80% of ITSM is turnkey. Being hosted by Ivanti makes life so much easier and all the different environments they provide you with to keep you in a great place at no cost. They are getting to a low code/no code environment. I am able to connect using APIs to just about anything I want making the tool as simple or as robust as my company is ready for. The ability to integrate with Teams to use bots and interface with users to open tickets, redirect to FAQs or articles is amazing.
What do you dislike about the product?
The back end uses a SOAP API instead of REST. Ivanti is in the middle of a full rework of the underside of the product having acquired Cherwell. Some parts of the product are overly complex as it has been made to be flexible in five-thousand different ways if you want it to be. It needs a full reworking on the backend so you can find what you want in a much easier way without having to go to one place that takes you to another place that will tell you where you need to go to put your customer configuration in place.
What problems is the product solving and how is that benefiting you?
We needed something that was going to fulfill all the Federal, State and ITIL requirements that we needed in an end-user support tool. It had to do more than take tickets.
Excellent ticket management system
What do you like best about the product?
It makes it a breeze to fulfill requests from end users. It automatically emails the end user for you and reduces clicks and emails needed to get the job done.
What do you dislike about the product?
Not the most user friendly at first. Takes some time to understand
What problems is the product solving and how is that benefiting you?
It helps our company fix issues, so they can get ok with their job or life. Both internally end externally. It creates a problem solving pipeline, so we can troubleshoot and it takes care of the rest.
Recommendations to others considering the product:
Take the free courses to get started.
Ease of customization
What do you like best about the product?
Its very wasy to use and customize compared to ServiceNow
What do you dislike about the product?
Lot of enhancements needed from its makers..
What problems is the product solving and how is that benefiting you?
Service Desk, CI, Asset management
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