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

What do you like best about the product?

I like Ivanti Neurons for ITSM because it streamlines IT service management by bringing incidents, requests, changes, and other IT processes together in one platform. What I especially appreciate are its automation and workflow capabilities, which reduce manual effort and help teams resolve issues more quickly.

What do you dislike about the product?

One area that could be improved is the learning curve. Some features and configuration settings take time to understand, especially for new users, and the interface and customization options could be more intuitive. That said, once you become familiar with the platform, it offers strong capabilities for managing IT service processes.

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

Ivanti Neurons for ITSM helps address challenges like managing incidents, service requests, changes, and IT workflows through a centralized platform. It cuts down on manual work, improves visibility into IT operations, and enables teams to respond to issues more efficiently. For me, that translates into less time spent on repetitive tasks, along with clearer tracking and stronger day-to-day management of IT service activities.

What do you like best about the product?

The Service Catalog inside the self-service portal makes getting access to banking systems painless. In our branch, we constantly need specific entitlement approvals for software like core banking apps or elevated active directory roles. Ivanti’s portal filters offerings by role, so I only see forms relevant to my unit. Once submitted, the automated approval routing fires off to my manager and compliance officers instantly, and the "My Items" dashboard lets me track the exact stage of the request without bugging the helpdesk. Also, I like that I get clear email updates whenever an IT analyst comments or resolves an issue, so I don't have to keep chasing people down for updates on critical banking apps.

What do you dislike about the product?

The initial learning curve for navigating the portal is the only minor drawback, but it quickly pays off once you realize how much time it saves. The system requires detailed business justifications and specific form fields for banking access, which takes an extra minute to fill out, but it guarantees our compliance audits pass seamlessly without back-and-forth emails.

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

Ivanti solves the problem of delayed access requests and lack of visibility during system approvals. In a strict banking environment, getting permissions for core software used to involve long email threads, manual signatures, and endless follow-ups with IT. With Ivanti, the automated approval chains route requests directly to managers and compliance leads without dropping the ball. Beyond access management, it also eliminates the confusion around basic IT troubleshooting through its self-service knowledge base, allowing us to fix minor system issues instantly on our own. Everything is fully logged and traceable, which keeps our daily operations compliant with internal risk policies. The biggest benefit to me is that I spend far less time waiting around for software access or IT callbacks and can focus on my daily banking tasks without hitting administrative brick

What do you like best about the product?

What i like most is the sheer flexibility of the workflow engine and business objects. Once you get past the initial learning curve, you can pretty much customize any business process or approval path your org needs. The automated bots in Neurons are also really nice for pushing quick self-healing scripts straight to endpoints from a ticket, which saves our tier 1 team a lot of manual steps.

What do you dislike about the product?

The learning curve is pretty steep to be honest. If you don't have a skilled admin who understands the backend architecture and quick actions, it is easy to clutter the database or mess up relationships. Also the admin UI feels a bit outdated compared to some newer cloud platforms, and vendor support resolution times can be hit or miss depending on who gets assigned.

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

We use it to centralize our IT operation across Incident, Change, and Request management so we can move away from scattered email threads. Automating our user onboarding workflows has significantly cut down fulfillment times. Plus having clear audit trails for all change requests has made our compliance reviews much easier to pass without headache.

What do you like best about the product?

What I like best is its automation and AI-powered ticket routing, which help resolve issues faster and reduce manual work. I also appreciate its self-service options and workflow automation, which further cut down on manual effort and improve overall efficiency.

What do you dislike about the product?

It can feel complex to configure, and the interface and integrations aren’t always as smooth as users might expect. The documentation and support can be weak, so learning the system and troubleshooting issues may take extra effort.

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

It addresses manual ticket handling and slow resolution by using AI, automation, and self-service to classify, route, and even resolve issues more quickly. This reduces the workload for support teams, improves response times, and gives end users a smoother overall support experience.

What do you like best about the product?

ITSM is easy to use and makes it simple to manage IT requests efficiently. I especially like the automation features, the customizable workflows, and being able to track incidents and service requests all in one place.

What do you dislike about the product?

The interface can feel a bit outdated, and some customization options take time to set up. Reporting could be more user-friendly, and the initial setup may feel a little complex for new users, especially at the beginning.

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

Ivanti Neurons for ITSM helps us manage IT incidents, service requests, and change processes all in one place. It has improved our response times, reduced manual work through automation, and enabled our team to provide better overall IT support.

What do you like best about the product?

I like Ivanti Neurons for ITSM because it centralizes our IT service management, bringing incidents, service requests, changes, and asset information into one platform. The interface is organized, and once configured, it's easy to manage tickets, track requests, and automate routine tasks, which is a big plus for our team. The initial setup was very easy, with straightforward installation and core features.

What do you dislike about the product?

Area that could be improved is the user interface, which can feel a bit dated and overwhelming at times, especially for new users. Some advanced configurations and workflow customizations often require experienced administrators. I'd like to see a cleaner, more modern interface with simpler navigation and less clutter on the main screens.

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

I use Ivanti Neurons for ITSM to centralize our IT service management, eliminating manual and disconnected processes by integrating incidents, service requests, changes, and asset information into one platform.

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.