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

What do you like best about the product?

The standard ticket workflow automation and visual process builder save us hours every week. We’ve set up automated routing for routine hardware and access requests, which has freed up our level 1 support team to focus on other issues. The self-service portal is straightforward for end users, so they can submit tickets without clogging up our support email inbox.

What do you dislike about the product?

The administrative backend and the initial setup come with a steep learning curve, particularly when you’re trying to build complex custom business objects or define detailed rules. On top of that, the admin console can feel sluggish at times—especially during peak hours or when generating large historical reporting datasets.

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

Before Ivanti, our team handled requests through scattered email threads with no real tracking or visibility. Ivanti brought incident, change, and asset tracking into a single, centralized platform, which has significantly reduced our average resolution times and made it much easier to track department SLAs accurately.

What do you like best about the product?

What I like most is how flexible it is for managing and improving IT service operations. We use it to centralize incident handling, track ticket progress, and keep service workflows consistent. Its REST API and OData support are particularly valuable because they let us integrate the platform with our monitoring and automation tools. As a result, we can automate incident creation, check for duplicate tickets, and strengthen our reporting. The configurable forms, workflows, dashboards, and service categories also make it easier to tailor the platform to our operational requirements.

What do you dislike about the product?

Some configurations and integrations require a solid understanding of Ivanti’s data structure, business objects, and the relationships between fields. Troubleshooting API queries or workflow behavior can be time-consuming, especially when documentation is sparse or access to the environment is limited. The interface also takes some getting used to for new administrators. More straightforward integration examples, clearer and more actionable error messages, and simplified configuration screens would make implementation smoother and troubleshooting easier.

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

Ivanti helps us centralize incident information and cut down on manual work in our support process. We use it alongside monitoring and automation workflows to automatically create incidents when critical events are detected. Before opening a new ticket, we can also review existing records, which helps us avoid duplicate incidents. Overall, this improves ticket visibility, response consistency, reporting, and productivity. It also gives the support team a clearer, more complete record of incident details, actions taken, ownership, and resolution progress.

What do you like best about the product?

What stands out most about Ivanti Neurons for ITSM is its incredible flexibility as a multi-tenant platform. It allows us to run IT, Medical, and Administrative operations on the exact same platform to support our hospital operations. What makes this work so well is the granular access control—we can use roles, scopes, and organizational groups to strictly limit who sees what. IT technicians, medical staff, and admin teams only see the tickets, forms, and assets relevant to their roles, keeping sensitive hospital data isolated and secure.

Creating customized workflows and request offerings is fast thanks to its codeless setup, allowing us to expand service management across departments without needing software developers. On top of that, the integration with Ivanti DEX makes discovery effortless, keeping our CMDB automatically updated for both IT hardware and medical hospital asset

What do you dislike about the product?

Two main areas could use improvement: cloud self-service management and reporting simplicity.

First, there is a lack of full self-service cloud management. Having to reach out to Ivanti support or rely on vendor intervention to enable certain capabilities or tweak instance settings limits our autonomy as administrators.

Second, custom reporting relies heavily on Microsoft SSRS. Creating or modifying advanced reports requires SQL and technical development skills, which creates a steep learning curve. Replacing or complementing SSRS with a more modern, no-code/low-code reporting builder directly inside the web interface would make generating custom insights much faster for everyday admins.

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

The main problem Ivanti Neurons for ITSM solves for us is maintaining service accountability while managing hospital-wide requests and high-value medical assets. Because our IT operations are supported by an outsourced team, having clear SLA tracking is essential to make sure vendor performance stays on target.

The platform provides a seamless portal for both healthcare staff and IT personnel to raise requests or log issues, making daily hospital operations much smoother. When paired with Ivanti DEX, it gives us deep visibility into our physical infrastructure—especially high-value medical equipment. We can easily track device lifecycles, keep up with warranty renewals, and avoid costly asset write-offs

What do you like best about the product?

From my experience working on client support activities, I like Ivanti Neurons for ITSM mainly because it gives us a centralized way to manage incidents, requests, and the associated workflows. In a client environment, processes can vary quite a bit, so the ability to customize workflows, approvals, and dashboards is helpful. I’ve also found the automation useful for reducing repetitive tasks such as ticket routing, notifications and follow-ups. The reporting gives us a good view of ticket status and workload, which helps when monitoring day-to-day operations and discussing service performance with the client.

What do you dislike about the product?

The main area I would improve is the administration and configuration experience. In client environments, we often have different workflows, approvals and business rules, and making changes can sometimes require more testing than expected because one configuration can affect another process. The platform is flexible, which is a benefit, but it can also make things a little complex for teams that don't work with it regularly. I think a simpler configuration experience, more intuitive screens and clearer troubleshooting documentation would make it easier for support teams to manage changes and resolve issues quickly.

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

From a client support perspective, Ivanti Neurons for ITSM helps solve the problem of having incidents and service requests spread across different teams and processes. Having everything tracked in one place gives us better visibility into ticket ownership, status and pending actions. The automated routing, notifications and approval workflows also reduce the amount of manual follow-up needed by the support team. Another benefit is the reporting, which helps us monitor ticket volumes, aging and workload and gives us something concrete to discuss with the client during service reviews. Overall, it helps bring more consistency and visibility to day-to-day IT support operations.

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.