Ivanti Enterprise Service Management: A Complete Review

What Is Ivanti Enterprise Service Management?

Via Ivanti

Ivanti is a platform that helps small businesses and enterprises manage their entire IT ecosystem from a unified interface. Ivanti Enterprise Service Management is one of its primary offerings, helping organizations deliver amazing user experiences and business outcomes.

With Ivanti Enterprise Service Management, you can automate routine tasks and resolve issues before users know about them. 

It gives you visibility across your entire IT landscape, enabling you to uncover lost, unknown, and risk-prone assets and take action to avoid overspending and maximize efficiency.

Key Features of Ivanti Enterprise Service Management

Ivanti’s ESP solution helps businesses deliver stellar user experiences and business outcomes. Let’s explore the features and key highlights of Ivanti’s Enterprise Service Management.

Ivanti Neurons for ITSM

Source: Capterra

Ivanti Neurons for ITSM is Ivanti’s dedicated product for IT service management. It uses hyper-automation (automating every possible process) to deliver exceptional employee experiences. 

Here’s what you can do with Ivanti Neurons for ITSM:

• Deliver More Strategic Value: Automate redundant processes and workflows, reducing manual intervention while making your operations more secure, compliant, and efficient.

• Proactive Support: Lower your support team’s burden by enabling automatic issue detection and resolution. 

• Improve Service Quality: You can integrate predefined workflow blocks with external systems and data sources to create end-to-end automated processes.

Automation services allow managers to adapt, design, and take control of the entire workflow without coding, improving service consistency and quality.

• Provide Engaging Self-Service: Deploy AI-powered bots to help users get answers to their queries, submit requests, or ask for help.

• Mobile App: Ivanti Neurons for ITSM also has a mobile app that allows staff and users to stay connected on the move. 

You can even reduce costs by enabling phone self-service for easy tasks like resetting passwords, initiating and approving change requests and more.

We believe Ivanti Neurons for ITSM has strong automation features that help reduce manual intervention and save time. We also appreciate its customizability and ability to integrate with other solutions.

Verified G2 Review

Ivanti Neurons For ITAM

Source: G2

Ivanti Neurons for ITAM consolidates IT asset data from multiple sources and allows you to track, configure, optimize, and manage your assets throughout their lifecycle. The platform’s configurable design also allows you to manage custom workflows.

• Manage Your IT Assets Throughout Their Lifecycle: A report from Ivanti states that 43% of IT professionals still rely on spreadsheets to track their IT assets. This is due to the complexity involved in asset discovery, tracking, and management.

However, with Ivanti ITAM, you can track and monitor your assets from procurement to disposal. When you know where your assets are, who they’re assigned to, and how they perform, making the right decisions becomes easy.

• Track Asset Availability and Performance: Ivanti Neurons for ITAM offers an asset repository that enables consistent asset management from requesting purchase orders, receipt and deployment to disposal. 

You can also import data from various sources, compare ownership and location details with discovered data, identify exceptions, and update records to ensure accuracy.

• Integrate with Service Management for Improved Service Delivery: You can integrate Ivanti Neurons for ITAM with their ITSM platform. 

When unified, these solutions can offer powerful insights and automate workflows, allowing you to gain control of your assets, maximize asset investment, and eventually boost service delivery.

We like how flexible and configurable the platform is and how it integrates with solutions like Ivanti Neurons for ITSM.

Ivanti Voice

Source: Ivanti

Ivanti Voice integrates your phone infrastructure with the service desk environment. This integration enables intelligent call routing, voice self-service, screen pops, integrated voice response, and call management functionality.

Here are the key highlights of Ivanti Voice:

• Voice Self-Service: Callers can check status, create incidents, or make requests like password resets.

• Ready Integration: Minimize setup effort and connect your phone system with industry-standard SIP trunks.

• Priority Call Handling: Identify and route priority calls to offer highly personalized services.

• Quality Management: Boost agent performance with listening, whispering and conferencing capabilities.

Organizations with hundreds or thousands of employees can deploy Ivanti Voice for general tasks like password changes, lowering the burden on manual IT resources.

Verified G2 Review

Ivanti Neurons For HR

Source: Ivanti

Use efficient case management, onboarding, self-service and back-work management to automate your HR service delivery.

Here are the key highlights of Ivanti Neurons for HR:

• Employee Administration: Automate onboarding and transitions with batch case management and step-by-step dashboards for a consistent employee experience.

• HR Case Management: Resolve most employee enquiries with an automated self-service portal for on-demand and consistent responses. 

• HR Knowledge Base: It powers the employee self-service portal, supporting smart HR operations with an always-updated source of information. 

Ivanti Neurons For Facilities​

Source: Ivanti

Automate workflows related to day-to-day work orders, work assignments, maintenance tasks and facilities-related projects with IVanti Neurons for Facilities.

Here are the key highlights of Ivanti Neurons for Facilities:

• Work Order Management: Employee requests can be logged and managed by location or floor area. Facilities technicians can log costs, time, and receipts linked to complete work. Role-based dashboards offer managers and technicians real-time visibility into work order volume, status, and location status.

• Facilities Knowledge Base: This knowledge base powers the employee-service portal, guiding employees to answer standard policies, questions, and protocols without engaging the team members for assistance.

This helps avoid redundant problem-solving and keeps employees on the fast track.

Ivanti Neurons For GRC

Source: Ivanti

Ivanti Neurons for governance, risk and compliance (GRC) helps track all authority documents, citations control, and risk under a single system. 

• No-Code Platform: Create governance activities to meet compliance requirements without developers. No-code platform scales and adapts to your processes, no matter how frequently they change.

• Control mapping: Import any regulatory authority document into the system to instantly map situations to your security and compliance controls. 

• Risk management: Conduct more frequent and accurate risk assessments with Ivanti Neurons for GRC.

• Automated Governance Activities: Replace manual tasks with automated governance activities and focus more on strategic tasks.

• Vendor Risk Management: Assess your vendors' security posture for potential risks or vulnerabilities and choose vendors accordingly.

Ivanti Neurons For PPM

Source: Ivanti

Ivanti Neurons for PPM helps you see all your demand, portfolio, and projects in one place, allowing you to easily evaluate their benefits, costs, resources, and risk data.

When you have this data in one place, you can create a predictable project delivery machine that delivers results on time and under budget across the organisation.

Here are the key highlights of Ivanti Neurons for PPM

• Demand Management: Capture and manage the flow of ideas through proposals spanning across IT, HR, facilities, security, and product departments. 

• Portfolio Management: View your portfolio's health in real time with advanced reporting on budgets, revenues, costs, and resources, empowering better strategic decisions.

• Project Management:  See project status at a glance with key items highlighted, making it easy to drill down into details. 

• Resource Management: Centralize resource planning and achieve efficient resource allocation 

• Program Management: Organize related projects into cohesive groups to better allocate resources, coordinate efforts, and align with overall business strategies.

Ivanti Neurons Digital Assistant

Ivanti Neurons Digital Assistant is an AI-powered service desk agent that automates the resolution of employee questions, issues, and requests.

Here are the key highlights:

• AI-Powered, Automated Service Management: Helps automate service desk operations by deploying an AI support agent, reducing manual intervention and associated errors.

• Boost Employee Retention: Automate redundant enquiries and allow IT staff to engage in strategic tasks, improving job satisfaction and reducing attrition.

• Keep Content Up-to-Date: Offer a detailed FAQ management system that allows non-technical staff to quickly update content, ensuring employees get accurate and up-to-date information.

• Extend Omni-Channel Accessibility: Offer support via multiple channels, including service portals, Microsoft Teams, and Slack, ensuring employees get help through their preferred platform.

• Make More Informed Decisions: Ivanti Digital Assistant offers AI-based conversational surveys to gauge employee sentiment in real-time, enabling data-driven decision-making and proactive issue resolution. ​

These features collectively enhance IT service management by automating routine tasks, providing instant support, and enabling IT professionals to focus on strategic initiatives.

Interface, Usability and Customer Support

The Ivanti Enterprise Service Management platform offers numerous solutions, including Ivanti Neurons for ITAM, Ivanti Neurons for ITSM, and more. The dashboards are easy to interpret and use at first glance.

Take the example of the Ivanti Neurons for ITAM. You can see different asset types, asset distribution status, and the number of assets that require refresh.

Source: Ivanti

However, upon digging deeper and exploring several customer reviews, we found that users had mixed opinions about Ivanti ITSM.

Some consider it easy to use, while several say it’s complex and has a steep learning curve. 

See for yourself:

Verified G2 Review

Verified G2 Review

Verified G2 Review

Verified G2 Review

No matter how good a platform is, you’ll always get stuck at some point. But you can rest assured, as Ivanti’s customer support is quite helpful. Here’s what customers say:

Verified G2 Review

Verified G2 Review

Pricing and Plans

One of the things that we dislike about Ivanti is its opaque pricing. You need to enter some basic details, including your name, company, and business email address, to request pricing:

We feel transparent pricing would simplify decision-making for organizations.

User Feedback and Reviews

Ivanti ITSM is rated 3.9 based on 187 reviews on G2, and Ivanti ITAM is rated 4.7 based on 259 reviews on Gartner.

Several users love the asset management capabilities Ivanti offers. Here’s an example:

Verified Gartner Review

Multiple users appreciate the platform’s ability to customize according to varying needs. Here’s what users say:

Verified G2 Review

Verified G2 Review

Neurons for ITSM helps users reduce manual intervention, drive efficiency in service delivery, and enhance user experience, says a user: 

Verified Gartner Review

Final Verdict: Should You Choose Ivanti Enterprise Service Management?

Ivanti Enterprise Service Management offers numerous essential products designed to streamline and optimize your IT operations and service delivery:

• Ivanti Neurons for ITSM

• Ivanti Neurons for ITAM

• Ivanti Voice

• Ivanti Neurons for HR

• Ivanti Neurons for Facilities​

• Ivanti Neurons for GRC

• Ivanti Neurons for PPM

• Ivanti Neurons Digital Assistant

We like the wide range of features Ivanti Enterprise Service Management offers in a single solution. 

For one, you get an asset management solution for a comprehensive view of all your assets and to automate user onboarding and offboarding. Another great solution is Ivanti Neurons for ITSM, which helps you offer proactive support to your employees, optimize incident management, and deliver service.

Moreover, Ivanti’s automation capabilities are pretty robust - you can automate redundant tasks, improve issue resolution time, and reduce manual intervention and thus errors.

However, there are some downsides as well. For instance, the pricing details aren’t available on their site. You need to request a quote for pricing and plan details.

Let’s move to some concerning issues. 

It seems like Ivanti acquires other software and rebrands them. Now, what's wrong with that? Here’s a Reddit discussion on this topic:

Source Reddit

So, it’s likely that the solutions Ivanti has acquired may have unresolved bugs. And they may not have the correct support staff to fix those issues, which can be a problem.

Here’s another discussion around the same issue:

Source Reddit

Additionally, certain solutions of Ivanti’s Enterprise Service Management platform require a skilled workforce, which means a learning curve. Also, the user interface can be a bit obsolete and clunky.

Source G2 Review

Despite all these shortcomings, Ivanti has a massive user base and some lucrative solutions. If you need a solution for managing assets, improving service management, and optimizing your IT operations, you can try Ivanti's Enterprise Service Management.

However, try not to make a long-term commitment until you have used the tool firsthand and know its product support and features.

Ivanti Enterprise Service Management Vs. Workwize: Which One to Pick?

If you’re looking for an ITSM solution offering asset management, HR, GRC, PPM and AI capabilities, Ivanti Enterprise Service Management is your one-stop solution.

However, if you are looking for an affordable dedicated asset management solution that automates your asset management lifecycle and helps you reduce manual intervention, Workwize is a strong option.