Ivanti Neurons for ITSM Reviews

Name: Ivanti Neurons for ITSM
Brand: Ivanti
Rating: 4.2 (16 reviews)

4.2 out of 5

16 reviews
91% willing to recommend

743 followers

What is Ivanti Neurons for ITSM?

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Get the Ivanti Neurons for ITSM Buyer's Guide and find out what your peers are saying about Ivanti Neurons for ITSM, ServiceNow, NinjaOne and more!

Ivanti Neurons for ITSM is the #6 ranked solution in top IT Service Management (ITSM) solutions and #10 ranked solution in top Help Desk Software. PeerSpot users give Ivanti Neurons for ITSM an average rating of 8.4 out of 10. Ivanti Neurons for ITSM is most commonly compared to ServiceNow: Ivanti Neurons for ITSM vs ServiceNow. Ivanti Neurons for ITSM is popular among the large enterprise segment, accounting for 66% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 14% of all views.

Buyer's Guide

Ivanti Neurons for ITSM

June 2025

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Featured Ivanti Neurons for ITSM reviews

Anoir LOUHICHI

Consultant ITSM at Easydesk

Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

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Sanjay Mukhopadhyay

Director - Sales & Operations - India at Intertec Systems

The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace. With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.

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Chris Reece

Manager, Application Support at a university with 1,001-5,000 employees

Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community. I have been working with the solution…

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Ivanti Neurons for ITSM mindshare

Product category:

As of June 2025, the mindshare of Ivanti Neurons for ITSM in the Help Desk Software category stands at 2.5%, up from 1.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software

PeerResearch reports based on Ivanti Neurons for ITSM reviews

Type	Title	Date
Category	Help Desk Software	Jun 15, 2025	Download
Product	Reviews, tips, and advice from real users	Jun 15, 2025	Download
Comparison	Ivanti Neurons for ITSM vs ServiceNow	Jun 15, 2025	Download
Comparison	Ivanti Neurons for ITSM vs JIRA Service Management	Jun 15, 2025	Download
Comparison	Ivanti Neurons for ITSM vs ManageEngine ServiceDesk Plus	Jun 15, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	22.5%	92%	221 interviews Add to research
NinjaOne	4.1	N/A	94%	18 interviews Add to research

Valuable Features

Ivanti Neurons for ITSM offers customizable screens and workflows, a powerful service catalog, incident management, and clear third-party integrations. Users appreciate its affordability compared to alternatives and its stable, scalable nature. The addition of AI enhances automation and self-service features. Cloud Neurons boosts productivity and flexibility. It integrates easily with LDAP and Azure. Its user-friendly interface allows monitoring of workflows, KPIs, and service availability, aiding in service request management and automation without technical complexity.

"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

Room for Improvement

Ivanti Neurons for ITSM requires improvements in field addition processes, integration capabilities, user interface, and support responsiveness. Enhancements are needed in patching for non-Windows OS, language support, and customization options. Integration with third-party tools and better documentation would be beneficial. Users face challenges with categorization, thresholds management, and reporting options. Technical support and pricing strategies are also areas needing attention. Finally, enhancements in self-service and community engagement are essential.

"There could be an improvement in the ability to easily integrate other systems without extensive development."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"They could provide product integration with popular platforms."

Pricing

Ivanti Neurons for ITSM pricing involves an annual subscription model, with costs largely based on the number of users and assets managed. Organizations report expenses of about $20,000 per license per user annually, with additional fees for extensions and analysts. While some find the product affordable, others note its high expense, especially for smaller companies. Support and professional services are included, with no perpetual licensing options available. Pricing varies depending on customer size and requirements.

"The price is on the higher side. The support is included in the standard licensing fees."
"The product is affordable for small businesses."
"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

Popular Use Cases

Ivanti Neurons for ITSM is primarily leveraged for service desk operations and as a ticketing system for various sectors, including banking. It incorporates ITIL processes and facilitates digital transformation in HR and finance. Organizations praise its configurability and built-in processes. Users utilize it for asset management, patch management, and to enhance support for web accounting and troubleshooting. The platform's flexibility allows workflow customization, even while being an excellent alternative to competitors for smaller businesses.

Service and Support

Ivanti Neurons for ITSM receives mixed feedback regarding customer service and support. Some find technical support excellent, rating it ten out of ten, and appreciate quick responsiveness. Others mention added costs for support agreements and long response times. There's an acknowledgment of good support but areas needing improvement, with some able to schedule assistance promptly. Some users highlight effective solutions but note slower response and incomplete issue resolution at times.

Deployment

Setup experiences with Ivanti Neurons for ITSM vary based on familiarity and customization needs. Some find it straightforward, taking a day or a few hours with adequate documentation and support, while others cite complexity due to workflows and modules, requiring specialized skills and a longer implementation period. Both on-premises and cloud versions are deployed, with network configuration being crucial. Certified skill sets are beneficial to manage the process efficiently.

Scalability

Ivanti Neurons for ITSM is highly scalable, effectively supporting a wide range of user bases from small businesses to large corporations. Organizations can easily expand usage to numerous sites and integrate various Ivanti solutions. It allows seamless growth, accommodating thousands to hundreds of thousands of users. Many find it beneficial for both internal and external IT support management. The scalability is well-regarded, with multiple users praising its adaptability and ease of expansion.

Stability

Ivanti Neurons for ITSM exhibits varying stability. While many users find it very stable and reliable, rated eight or nine out of ten, some report occasional access issues and browser-specific compatibility problems. Feedback highlights potential caching and downtime challenges, especially when fully integrated with other services. However, users relying on it for demonstration purposes or less extensive use generally experience consistent performance.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Ivanti Neurons for ITSM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

12%

Government

10%

Educational Organization

Retailer

Manufacturing Company

Healthcare Company

Insurance Company

Energy/Utilities Company

Real Estate/Law Firm

Aerospace/Defense Firm

Construction Company

University

Legal Firm

Non Profit

Consumer Goods Company

Media Company

Hospitality Company

Performing Arts

Wholesaler/Distributor

Comms Service Provider

Music Company

Logistics Company

Mining And Metals Company

Transportation Company

Outsourcing Company

Recreational Facilities/Services Company

Renewables & Environment Company

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Learn more about Ivanti Neurons for ITSM

Ivanti Neurons for ITSM was previously known as HEAT Service Management.

Ivanti Neurons for ITSM customers

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University