Ivanti Neurons Zero Trust Access - BYOL-2 NIC-M5

What do you like best about the product?

What I value most about Ivanti Neurons for ITSM is the ability to adapt to the company's needs. I also appreciate how it allows connecting different data sources and having a 'Source of Truth' in a single database, bringing together various connections with other sources.

What do you dislike about the product?

Sometimes uploading packages between instances causes errors that easily break the tool. Ivanti support is very slow and takes a long time to offer help, and sometimes it feels like they don't know how to solve the problem. The tool is slow, especially data processing and API calls. The configuration of the tool is very complex, with too many unnecessary steps and many limitations. The initial experience of setting up Ivanti Neurons for ITSM was bad.

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

I use Ivanti Neurons for ITSM to connect different data sources and have a single source of truth in one database.

What do you like best about the product?

What I liked most about the AI Ivanti Neurons tool is how it automates the entire endpoint maintenance and self-repair process, making those tasks feel much more hands-off. I also found the self-discovery feature very interesting and a real highlight of the overall experience.

What do you dislike about the product?

Honestly, there’s nothing I liked least. This tool feels interconnected with everything and really cuts down my day-to-day workload, which makes tasks much easier overall.

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

It greatly simplifies endpoint maintenance, self-repair, updates, and ticketing by unifying all device information in a single tool. Overall, I find it extremely helpful and a real time-saver for managing all endpoints.

What do you like best about the product?

I really value the comprehensive visibility it provides across our entire IT infrastructure. Having asset management and service management integrated into a single platform makes it much easier to track, manage, and secure our endpoints

What do you dislike about the product?

The apps performance is not the best, the support should be improve. It tooks a long time to resolve some issues abd I think that its needed to implement a tollback function.

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

It solves the issue of limited visibility across our IT infrastructure and asset lifecycle. By integrating ITSM with asset management into a unified system, it eliminates data silos. The main benefit for me is having accurate, real-time data to make faster decisions, perform better risk analysis for changes, and reduce system downtime

What do you like best about the product?

Strong automation, flexibility, and centralized ITSM management. It improves operational efficiency, service visibility, and supports digital transformation initiatives effectively.

What do you dislike about the product?

Advanced customization can be complex and requires technical expertise. The UI and workflow configuration could be more intuitive and user-friendly. .

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

Ivanti Neurons for ITSM is helping solve inefficiencies in service management by automating workflows, centralizing processes, and improving visibility across IT operations. This has benefited us through faster response times, better user experience, increased operational efficiency, and improved decision-making for continuous service improvement.

What do you like best about the product?

What I like most about Ivanti Neurons for ITSM is how it simplifies and automates daily IT support tasks. The platform is very intuitive and helps reduce manual work through automation, which improves efficiency and response times. I also appreciate the flexibility of the workflows and how easy it is to customize processes based on business needs.

Another strong point is the user experience, both for IT teams and end users. The self-service portal and automation features make incident and request management much smoother. In addition, the reporting and visibility tools help track performance and identify areas for improvement. Overall, it is a reliable solution that helps organizations deliver faster and more organized IT services.

What do you dislike about the product?

One thing I dislike about Ivanti Neurons for ITSM is that some configurations and advanced customizations can become quite complex, especially for new users or smaller IT teams. Certain workflows and integrations require a good amount of technical knowledge, which can increase implementation time.

I also think the interface can occasionally feel overwhelming because of the number of available options and menus. In some cases, performance can slow down when handling larger environments or highly customized processes. Additionally, troubleshooting issues may require more detailed documentation or support resources than expected. Despite these points, the platform is still very powerful and flexible overall.

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

Ivanti Neurons for ITSM is helping solve common IT service challenges such as slow ticket resolution, lack of process automation, and limited visibility across support operations. By centralizing incidents, requests, approvals, and asset management into a single platform, it makes daily IT operations much more organized and efficient.

For our team, this has improved response times and reduced the amount of repetitive manual work through automation and self-service capabilities. It also helps provide better tracking and reporting, which makes it easier to identify recurring issues and improve service quality over time. Overall, it benefits us by increasing productivity, improving user satisfaction, and helping the IT team focus on more strategic tasks instead of routine administrative work.

What do you like best about the product?

The absolute favorite feature for most engineering and support teams is the platform's robust automation engine. Combined with Ivanti Neurons for Healing, the system utilizes low-code/no-code bots that can autonomously detect and remediate endpoint issues (like a stalled printer spooler or an expired configuration) before an end-user even notices or opens a ticket. This effectively shifts resolutions from Level 1 support to a automated "Level 0."

What do you dislike about the product?

Complex Backend Administration & Steep Learning Curve
While the end-user self-service portal looks modern and clean, the backend administrative interface is a completely different story.
The "Legacy" Feel: Administrators frequently note that configuring advanced features feels like stepping back in time. The backend UI can be clunky, non-intuitive, and requires a massive amount of clicking through nested menus to accomplish simple tasks.
Specialized Expertise Required: You cannot easily "hand off" administration to a general IT staff member. It requires dedicated, highly trained administrators who understand Ivanti's specific logic, fields, and relationships.

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

The Problem: "Firefighting" Siloed Infrastructure & Blind Spots
In many IT environments, the service desk, the asset management team, and the security operations team use entirely different tools. When an incident occurs, analysts have to waste time jumping between screens to map relationships, check configurations, or look up asset histories.
How it benefits you: Unified Visibility & Automated Context
Ivanti solves this by pulling IT Service Management (ITSM), Asset Management (ITAM), and endpoint discovery into a single pane of glass.
The Benefit: When a critical alert or incident ticket hits the desk, you aren't hunting for data. The platform automatically associates the ticket with the exact Configuration Item (CI) from the CMDB. You instantly see its dependencies, hardware lifecycle status, recent changes, and current vulnerability risks. This dramatically accelerates root-cause analysis and prevents planned changes from accidentally taking down dependent systems.

What do you like best about the product?

• You can tailor:
• Workflows
• Data models
• Forms and business rules
• It supports non-standard ITIL implementations, which many competitors struggle with.

What do you dislike about the product?

The platform is powerful but not very intuitive at first.
• Admins often need significant training to understand:
• Object structure
• Relationships and business rules
• Workflow configuration
• Non-technical users may find the UI and navigation confusing.

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

Ivanti Neurons for ITSM helps solve several core IT service management challenges by centralizing processes, improving visibility, and enabling automation across the organization.

What do you like best about the product?

The pricing is reasonable.

The system feels lightweight. It's easy to quickly create new business objects or business rules if I need to test something.

What do you dislike about the product?

The system sometimes feels like a frankenstein system. It's like there are lots of different things competing for the same functionality. For example, if I am working in the front end, and I see behavior that I want to change, there are SO many places in the back end that could actually be responsible for that behavior. This makes it very hard to refine the configuration.

Our onboarding experience was not very good. We had a lot of issues with OOTB functionality. When we brought up these issues with Ivanti support, we got responses saying these weren't support issues, they were configuration issues. Even though the issues were with OOTB configuration that wasn't working.

The system doesn't seem incredibly stable. Some examples:
-Sometimes running saved searches will just stall out indefinitely.
-If I try to open two top level tabs at the same time, whichever one I open first will fail to load.
-If I have the browser tab open long enough, my home dashboard page will go blank, requiring me to clear browsing data to fix.
-If I click through tickets quickly in a list, sometimes I will have notes or emails showing in the ticket that are actually associated with the previous tickets. (like if I click from ticket 1 -> 2 -> 3 too quickly, I will be viewing ticket 3 but have child objects visible that are part of ticket 2).

Emailing to and from a ticket is very cumbersome. Many of our IT staff just completely avoid the built-in email system, and attach the email to the ticket at the end.

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

It solves the problem of not having a ticket system. I think the structure of Ivanti makes many actions more difficult than they should be, or more difficult than other ITSM systems do.

What do you like best about the product?

It may take a lot to accomplish what you want to do, and the final result may be really messy and hard to maintain, but customization ability is there.

What do you dislike about the product?

The UI is a mess. Links to the product aren't clear and there is no good way to derive them (e.g. URL for an incident number) and the 'bookmark' URL don't work across roles. Speaking of, the role feature is clunky and there are some features (e.g. approvals) which I can use only in one role and not while in a more powerful role.

Customization is clunky and non-intuitive. Administration overnight is a real thing, because the product is too complex for users.

Connectivity and API support is is really lacking, making integrations to other systems a mess and one that requires bespoke and custom development.

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

It has CMDB/asset management support. That is what originally made people choose the product for our organization. If it wasn't for their narrow focus, we probably would have gone with a better option.

What do you like best about the product?

Ivanti Neurons for ITSM is its strong automation and AI-driven service management. The platform reduces manual effort by automatically routing tickets, generating knowledge articles, and helping improve incident resolution times.

The no-code/low-code workflow customization is another big advantage, since teams can design and automate processes without relying heavily on developers.

Features such as AI-powered virtual agents, self-service portals, and proactive issue resolution can improve productivity while also reducing ticket volume.

What do you dislike about the product?

It offers a lot of flexibility, but configuring workflows, integrations, and automation can take significant time and often requires strong technical knowledge. As a result, onboarding may be challenging for smaller teams or for first-time users.

Another drawback is navigation paths and administrative tasks require extra steps, which can reduce day-to-day efficiency until users become more familiar with how everything is organized.

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

This ITSM platform helps address several common IT service management challenges, such as slow ticket resolution, manual workflows, limited visibility into incidents, and inefficient employee support processes. It uses AI and automation to streamline ticket handling, reduce repetitive work, and improve service delivery across the organization.

Capabilities like incident summarization and knowledge article generation also help service desk agents resolve issues faster, without having to manually sift through long ticket histories.

The AI virtual agent and self-service portal enable employees to get support 24/7 without always relying on the IT team. Self-healing bots and incident correlation can identify patterns, diagnose problems, and resolve certain issues automatically before they affect users. This helps minimize downtime and allows IT teams to focus on more strategic work instead of repetitive troubleshooting.