Manager - Technical Support at a tech vendor with 10,001+ employees
MSP
Top 5
Sep 24, 2025
What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addressing tasks such as server patching, workstation patching, BIOS updates, and driver updates, among several other tasks in our organization. We use Ivanti Neurons for ITSM for raising change requests and change controls, and we have a CAB meeting to discuss the changes, where we approve these changes before going to production. Similarly, we are addressing tickets and working on them using Ivanti Neurons for ITSM.
I use the functionalities provided by Ivanti, including Barista, an intelligent chatbot that can guide and help users find solutions quickly before even submitting an incident. I have also set up a knowledge base to bring in information from various secure sites.
It's not a mere ticketing system or a helpdesk solution, and working with it requires a certain level of qualification and expertise to configure, like ITIL. End users can interact with the system with ease, and typically requires no IT knowledge, yet managers who configure the system might require ITIL certification to achieve the highest efficiency.
Director - Sales & Operations - India at Intertec Systems
MSP
Jul 14, 2023
We use Ivanti Neurons for ITSM for service management as a service desk. So it has processes that are ITIL 4-certified by Pink Elephant, making it a Category One product. It has very standard benchmark processes already built inside it, and sometimes only out-of-the-box implementation works for some customers. Still, if required, there's a workflow builder and a solution builder within the platform where you can build new workflows and processes for different kinds of business users, perhaps in a large organization, and that's the flexibility of the product and the platform.
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.
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.
We have a support center where we log in and track user queries. We provide support for web accounting solutions. Whenever they have problems they log them through us, then we use the HEAT system to log in and report accordingly to management. We use the on-premise version. I just wanted to emphasize that it is on-premise, but it's sitting at our central server, so we can log in from that server.
Senior IT Service Management & ServiceNow Consultant at Independent
Real User
Sep 4, 2019
This is an excellent alternative to ServiceNow for smaller companies. It is configurable with fundamental ITIL process integrations built-in. It is primarily a Service Desk-focused tool at this point, but Ivanti is working to build-out Release, and improve Knowledge Management.
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.
What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addressing tasks such as server patching, workstation patching, BIOS updates, and driver updates, among several other tasks in our organization. We use Ivanti Neurons for ITSM for raising change requests and change controls, and we have a CAB meeting to discuss the changes, where we approve these changes before going to production. Similarly, we are addressing tickets and working on them using Ivanti Neurons for ITSM.
I use the functionalities provided by Ivanti, including Barista, an intelligent chatbot that can guide and help users find solutions quickly before even submitting an incident. I have also set up a knowledge base to bring in information from various secure sites.
We primarily support it for our customers. We also use SCCM for patch management, so patching and inventory are primary use cases.
It's not a mere ticketing system or a helpdesk solution, and working with it requires a certain level of qualification and expertise to configure, like ITIL. End users can interact with the system with ease, and typically requires no IT knowledge, yet managers who configure the system might require ITIL certification to achieve the highest efficiency.
My company uses Ivanti Neurons for ITSM for our ticketing systems.
We use Ivanti Neurons for ITSM for service management as a service desk. So it has processes that are ITIL 4-certified by Pink Elephant, making it a Category One product. It has very standard benchmark processes already built inside it, and sometimes only out-of-the-box implementation works for some customers. Still, if required, there's a workflow builder and a solution builder within the platform where you can build new workflows and processes for different kinds of business users, perhaps in a large organization, and that's the flexibility of the product and the platform.
The main areas we focus on are the usual service desk capabilities and asset management, which are important for several of our customers.
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.
We are using HEAT Service Management for a ticketing system.
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.
We have a support center where we log in and track user queries. We provide support for web accounting solutions. Whenever they have problems they log them through us, then we use the HEAT system to log in and report accordingly to management. We use the on-premise version. I just wanted to emphasize that it is on-premise, but it's sitting at our central server, so we can log in from that server.
This is an excellent alternative to ServiceNow for smaller companies. It is configurable with fundamental ITIL process integrations built-in. It is primarily a Service Desk-focused tool at this point, but Ivanti is working to build-out Release, and improve Knowledge Management.