Ivanti Neurons for ITSM Reviews

The ability to totally customize the screen and workflows to fit your processes.

We were able to build in a Notes and Questions field on the Call Logging screen. When the Service Desk Rep would select the Call Type it would show the required things to do to resolve the issue. It would also show where to route the ticket if they could not resolve the issue.

The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set.

4 Years

No – since we were upgrading from version 6 to 8 and using all new servers we were able to stand up version 8 and get everything setup and tested before we cut over.

No, HEAT was very reliable and never went down.

No – we had a site license so we had unlimited users. Also we setup a Citrix solution to use for the sites not in the main office were 80% of the user base was located.

Excellent

Excellent

No, when I arrived we were using version 6 and I was tasked with getting us to the current version at the time which was 8.

Since I was already very familiar with HEAT it was not difficult setting up version 8.

We used in-house resources to implement. I did attend training from the vendor who was our VAR. They did help us setup Change Control in the system using a set of Detail Screens and workflows.

Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated.

Our cost was 50K a year to be in Maintenance so we could call FrontRange for support. We ran version 6 for many years with no cost.

Determine if you need to make a lot of customizations. FrontRange now offer HEAT as a SAS, I am not sure if that allows for the customizations I had with it hosted in-house.

The main areas we focus on are the usual service desk capabilities and asset management, which are important for several of our customers.

It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable. So those are the two valuable features.

There is room for improvement in the support. It is quite difficult to get support in a timely manner. 

We have been working with this product for a long time because, before Ivanti, we were using a product called FrontRange HEAT, which was replaced or renamed maybe later by Ivanti. That goes back a long way, probably around ten years.

Currently, we are using a combination of versions, but we primarily utilize the most up-to-date version. So we're using ITSM cloud and our own type of cloud.

It is a stable solution. It is one of the plus points of Ivanti. 

It is easy to scale. We have medium-sized business clients. 

It should be more faster and respond in timely manner. 

Neutral

The initial setup is very easy. 

We've got people who specialize in the deployment of Ivanti. We never had a problem in the deployment. 

Understanding the customer's functional requirements is crucial to achieving the right result. So it's going to take weeks as well if you include that aspect.

Installation itself is relatively easy, but proper configuration and meeting requirements, along with testing, will take weeks.

Moreover, around four people are required for service management. These four people should be Ivanti specialists. The same team of four people would handle maintenance as well.

It is billed annually. Ivanti offers professional services that accompany their solution, so customers would need to pay for those services as well.

We occasionally use other solutions in the same space because it depends on the customer's requirements and circumstances. We may work with ServiceNow or Jira. 

From a service management perspective, ServiceNow is considered the gold standard, but it comes with a higher price. In terms of Service Management, Jira is not as strong as Ivanti. So if I were to rank them, I would put ServiceNow first, Ivanti second, and Jira third.

Ivanti Neurons for ITSM is definitely worth considering. It's a highly capable product. It depends on the specific circumstances, budgets, and other factors, but I think it's worth taking a look at. 

It's a strong contender.

Overall, I would rate the solution a seven out of ten. Mainly because of support.

We position the solution for technical systems. It's for customers that are converting from paper to digital in HR and finance systems. It helps them transfer their tasks into a digital environment.

The assistance with incident management and project management are useful. The help with change, service, and incident management is quite helpful. It helps with SLAs and CRM service management as well. 

It is easy to set up. 

The product is stable. 

We haven't had issues with technical support.

It can scale well. 

The solution has all of the features we need. There isn't really anything missing. 

We'd like more integration with solutions like SolarWinds. 

I've used the solution for around four years. 

The stability of the solution is good. It is reliable. There are no bugs or glitches. I'd rate the stability eight or nine out of ten. 

It is a scalable solution. I'd rate the solution eight out of ten overall in terms of the ease of expansion. 

I've never directly dealt with support. That said, I've never heard of any issues or complaints about the level of service. Items do get resolved. 

We often look at other solutions, including on-premises solutions, for clients in financial sectors that do not want to deal with the cloud.

We've used Microsoft Services Manager in the past.

The initial setup is not overly complex. It is pretty straightforward. 

It is quick to deploy. It would likely take an hour to a couple of hours to have it up and running. It wouldn't take days. 

The deployment typically can be handled by one engineer. 

Sometimes customers have a complex environment or require a lot of customization. In that case, we can do a subcontract with another solutions provider. However, most of the time, we handle the deployment ourselves for our clients. 

The licensing is handled mostly by our team. I don't have actual data related to this. 

We sell the product. We're integrators. I'm dealing with the latest version of the solution. The services on offer within the solution have fit with our client's needs so far.

I'd recommend the solution to other users. I'd rate the product nine out of ten.  

We primarily use the solution as a ticketing system for end-users in the banking sector. For example, for the employees who need a ticket for troubleshooting something like Outlook issues, etc. The solution is basically a helpdesk software.

I don't work deeply with the product. However, the pricing is quite good. It's much cheaper than ServiceNow and other related products.

The solution is easy to use and has a user-friendly interface.

There's a lack of integration with other products. This needs to be improved.

Technical support needs improvement as well. There's a lack of technicians and resale engineers in our country.

The user interface is good, but it could still use a bit of improvement.

The stability of the solution is good.

The scalability of the solution is good. You can buy based on agents, so we haven't faced any limitations.

The initial setup is straightforward. The time it takes to deploy depends on the customization. Some customers need more customization than others. It could take anywhere between one and four weeks.

We use the on-premises deployment model.

In terms of advice, I'd suggest others focus on the main features such as problem tickets, escalating tickets, ticket flow and support for mobile applications. 

I'd rate the solution eight out of ten. I'd rate it higher if it had better integration capabilities and better support services.

We are using HEAT Service Management for a ticketing system.

HEAT Service Management is good for asset and service desk management. It is the focal point for this solution.

I have been using HEAT Service Management for approximately five years.

From customer feedback I have received HEAT Service Management is a stable solution.

HEAT Service Management is scalable.

I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on.

I rate the support from HEAT Service Management a four out of five.

HEAT Service Management is a great tool for assets, service desk, and customer service management. It's a good solution.

I rate HEAT Service Management a nine out of ten.

It is a strong platform as a whole, and with built-in wizard-driven workflow and business rules engines, you can’t go wrong. 

For me, one of the key features is the Service Catalogue and its Service Owner role. This combination allows organizations to roll out tailored service request offerings lighting fast without coding or deep technical knowledge.

We use it internally and externally for our customer center, code name iHelp. Our organization now has a central self-service capability for both our employees and our customers on a single platform. 

This has brought many process fulfillment efficiencies to us internally and, for our customers, a single, reliable channel to access our services and track progress on their items.

We work closely with the vendor and have already submitted enhancement requests mainly around integration capabilities. Currently, the solution only supports SOAP web services, but a REST interface is on the roadmap and has been confirmed for mid-next year.

Understand that this product is a great investment. It has a flexible architecture that allows you to switch between cloud and on premise. It is a product that will grow with you and easily adapt to your enterprise service management process changes in the future. It is HTML5-based and very easy to configure and implement.