Ivanti Neurons Zero Trust Access - BYOL-3 NIC_M5

What do you like best about the product?

I really appreciate how easy it is to manage all support tickets in one place with Ivanti Neurons for ITSM. The simple dashboard is user-friendly, allowing me to see all open tickets and their status in one glance, making it easy to prioritize what needs attention. The automation features are a huge time saver, as they handle routine tasks efficiently. Also, I found the initial setup to be straightforward and overall very good.

What do you dislike about the product?

I find the user interface could be better. Some settings and advanced options can be hard to find, especially for new users. I experience slowness when loading large lists or reports.

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

I use Ivanti Neurons for ITSM to manage IT support requests centrally, ensuring nothing gets missed. It eases tracking tickets, assigning work, and speeds up problem-solving. The simple dashboard and automation features save time and help me prioritize tasks effectively.

What do you like best about the product?

It is flexible,provide codes and does routine clean ups, and its gives support. and its easily accessible and also summarize and it perform more advance service

What do you dislike about the product?

Its struggles with dis joining modules and time consuming, there is a steep learning curve and also has limited customizations options for time consuming.

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

It continues to improve with the new features being added on a monthly basis including new AI insights on devices, help me to rank how proficient your work is.

What do you like best about the product?

I love the user interface of Ivanti Neurons for ITSM; it's very easy to use. It helps keep everything in one place, which is a huge plus. It really keeps our IT workflows organized, making it easy to track things and enhancing visibility. The initial setup was very easy, and my whole team managed it in just one day.

What do you dislike about the product?

I think the reporting feature could be tuned up a bit. The rest is pretty good.

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

I use Ivanti Neurons for ITSM to manage support tickets, keeping our IT workflows organized and enhancing visibility.

What do you like best about the product?

What stands out most is Ivanti's ability to run a single, unified platform while cleanly managing different business entities—from banking to grocery and retail. Its Organizational Unit (OU) structure and role-based access controls let us enforce strict data segregation so sensitive financial data stays isolated, even while operating under a shared IT services model.

On top of that, the flexible workflow engine handles complex, cross-subsidiary approval paths with ease, and the built-in ITIL frameworks give group leadership clear, single-pane visibility into SLAs, operational efficiency, and overall performance.

What do you dislike about the product?

The biggest pain point is the Request Offering form designer. The engine defaults to a rigid, vertical stacked flow. Trying to place fields side-by-side to build clean, compact forms requires frustrating workarounds like inserting hidden HTML controls, adjusting CSS, or constantly dropping in Row Aligners just to stop the form from turning into an endlessly long scrolling list.

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

Ivanti Neurons for ITSM serves as the central operational backbone for our shared IT services model, uniting our distinct business units—from banking to grocery and retail—under one parent company. By establishing a single, intuitive self-service portal, we provide all our employees with a standardized service catalog to easily request hardware, software, and everyday IT support. Beyond serving our end users, the platform allows us to establish structured, audit-ready workflows for our Change Advisory Boards (CAB), privileged access management, and incident response, ensuring robust governance and alignment with ITIL best practices across every subsidiary.

By consolidating our operations onto this platform, we solve the critical challenge of maintaining strict data isolation within a shared infrastructure, ensuring our non-banking personnel cannot access sensitive financial records—a non-negotiable requirement for our BSP (Bangko Sentral ng Pilipinas) IT risk management and privacy compliance. It eliminates our operational fragmentation by replacing scattered spreadsheets, localized helpdesk tools, and email threads with a single, streamlined framework. Ultimately, this gives our executive leadership real-time visibility and accountability over group-wide service delivery, shedding clear light on our resolution times, operational bottlenecks, and performance trends across all our entities.

What do you like best about the product?

At my company IVANTI ITSM replaced an old Cherwell system, and the new IVANTI system interface was configured to be very similar to the old Cherwell service request system. It was easy to learn to use ivanti.

What do you dislike about the product?

it was unclear in the UI what the ACTION menu was supposed to be used for. The location of the SUBMIT button was not immediately obvious since it initially seemed to be 'greyed out'.

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

Our storage team is better able to track and report on the Service requests that are assigned to our team. the approval process for tasks/request is now more clear/obvious.

What do you like best about the product?

What I like best about Ivanti Neurons for ITSM is how it brings incidents, problems, changes, and requests into one place. The automation and self-healing features catch issues like low disk space before we even notice, and the self-service portal has cut down routine tickets a lot. Setup takes patience, but worth it.

What do you dislike about the product?

Honestly, the interface still feels a bit dated compared to some newer ITSM tools — it gets the job done, but it's not the most modern-looking dashboard. The initial setup and configuration also took longer than we expected, especially getting all the workflows and forms customized to fit our processes. There's a real learning curve for admins, and it took a few months before our team felt fully comfortable managing the backend. Reporting is solid but could use more flexibility for building custom dashboards without needing extra help. Also, when rolling it out across multiple departments, some of the initial integration work with our existing tools took more time and back-and-forth with support than we anticipated. None of these are dealbreakers, but they're worth knowing going in.

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

Ivanti solves our manual ticket routing, slow approvals, and scattered asset tracking. Automation gets tickets to the right person faster, self-healing resolves common issues before they're even reported, and centralized asset data makes compliance easier. Net result: less firefighting, faster response times, and more time for our team to focus on strategic work.

What do you like best about the product?

I believe if we would be using it out of the box and not completly remaking the program it would be better accepted by everyone. The way the software could tie all together easily wasn't thoughtly looked at during our setup a few years ago

What do you dislike about the product?

Support is lacking due to wanting us to pay for someone to assist us. When I have little questions on how to do something I am often referred to hire a consultant. I miss the days of actual customer sevice

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

Keeps track of all ticketing and service requests. I think we need a complete rebuild because it doesn't eaily mesh with any of the sotware packages we have due to how it was created.

What do you like best about the product?

I use Ivanti Neurons for ITSM to manage incidents, service requests, assets, and IT support efficiently. I like its automation, easy ticket tracking, customizable workflows, and user-friendly interface for IT management. This feature has saved me time, improved teamwork, reduced manual tasks, and provided faster reports to users.

What do you dislike about the product?

I find the initial setup complex and the advanced configuration requires technical knowledge. I believe the reporting feature needs improvement.

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

I use Ivanti Neurons for ITSM to manage incidents, service requests, and IT support efficiently. It improves my ticket system, reduces response time, and saves time by enhancing teamwork and reducing manual tasks while providing faster reports.

What do you like best about the product?

I like that Ivanti Neurons for ITSM combines powerful automation with a highly customizable platform. Managing incidents, service requests, and assets from one place simplifies day-to-day operations. The reporting dashboards provide valuable insights into team performance. The features are very useful for us.

What do you dislike about the product?

I find the setup and customization of Ivanti Neurons for ITSM to be time-consuming, especially for a complex environment. I wish there were more detailed documentation and guided configuration options. The initial setup wasn't easy for me and could be simplified.

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

I use Ivanti Neurons for ITSM to automate IT tasks and centralize service management, reducing manual efforts. It simplifies day-to-day operations by managing incidents, service requests, and assets from one place, while reporting dashboards provide valuable insights into team performance.

What do you like best about the product?

I like the workflow automation and centralized service management of Ivanti Neurons for ITSM, which make handling incidents and requests much more efficient. The workflow automation reduces repetitive tasks by automatically routing tickets, assigning approvals, and triggering notifications, saving time for our team. The setup was also very easy, with clear and easy-to-follow steps.

What do you dislike about the product?

I find the platform has a learning curve, especially when I'm configuring advanced workflows and customizations. I feel some admin tasks and reporting could be more intuitive.

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

I use Ivanti Neurons for ITSM to automate routine service desk tasks, streamlining incident and request management and saving my team time by reducing repetitive tasks.