Ivanti Neurons for ITSM
IT service management tools
Service desk software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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What is Ivanti Neurons for ITSM
Ivanti Neurons for ITSM is an IT service management (ITSM) and service desk platform used to manage incidents, service requests, problems, changes, and related workflows. It targets IT operations and service management teams that need configurable processes, self-service, and automation across IT support. The product is part of the broader Ivanti Neurons platform, which emphasizes workflow automation and integration with IT asset, endpoint, and discovery data sources. It is typically deployed to standardize service delivery and reporting across IT support organizations.
Configurable ITIL-aligned workflows
The platform supports common ITSM processes such as incident, request, problem, change, and knowledge management with configurable workflows and forms. Teams can tailor categories, routing, approvals, and SLAs to match internal operating procedures. This flexibility helps organizations standardize service delivery without forcing a single rigid process model.
Automation and orchestration options
Ivanti Neurons for ITSM includes automation capabilities to reduce manual ticket handling, such as routing, approvals, and task automation. It can integrate with other Ivanti modules and third-party tools to trigger actions across endpoints and infrastructure. This is useful for service desks that want to move beyond ticket tracking into automated fulfillment and remediation.
Broad integration ecosystem
The product is designed to connect with identity providers, email/collaboration tools, and IT operations data sources to enrich tickets and streamline fulfillment. Integrations can support linking incidents to assets, users, and configuration context where available. This helps reduce swivel-chair work compared with service desks that rely heavily on manual data entry.
Administration can be complex
Because workflows, forms, and integrations are highly configurable, implementation and ongoing administration can require specialized expertise. Organizations may need dedicated ITSM administrators or partner support for design, governance, and upgrades. This can be heavier than simpler service desk tools aimed at small teams.
User experience varies by configuration
End-user and agent experience depends significantly on how the portal, catalog, and workflows are configured. Poorly governed customization can lead to inconsistent forms, confusing request paths, or reporting gaps. Teams often need strong process ownership to keep the experience consistent over time.
Licensing and module dependencies
Capabilities may depend on which Ivanti Neurons modules and add-ons are licensed and deployed. Buyers can encounter complexity when scoping what is included versus what requires additional products (for example, asset/discovery or automation components). This can make total cost and implementation scope harder to estimate without detailed requirements.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| ITSM Professional | Contact sales / Custom pricing | Core ITSM: Incident, Change, Request, Event, Configuration, Knowledge, SLAs, Runbook Automation, Self-service, IT Asset Management, Asset Discovery |
| ITSM Enterprise | Contact sales / Custom pricing | All ITSM Professional features + HR Service Management, Facilities Service Management, Portfolio & Project Management (PPM), Governance/Risk/Compliance (GRC), Security Operations |
| ITSM Premium | Contact sales / Custom pricing | All Professional features + AI-guided ITSM, Proactive Service Management, Digital Experience (DEX), advanced automation |
| ITSM Enterprise Premium | Contact sales / Custom pricing | Complete enterprise solution combining Enterprise and Premium capabilities for organization-wide intelligent service management |
Notes: Ivanti publishes solution/feature packages on its official site but does not list public list prices. The Ivanti Neurons platform pricing model references a platform fee plus a per-license cost and directs customers to contact sales for estimates. A free trial signup page for Ivanti Neurons for ITSM is available on Ivanti's site.
Seller details
Ivanti, Inc.
South Jordan, Utah, USA
2017
Private
https://www.ivanti.com/
https://x.com/ivanti
https://www.linkedin.com/company/ivanti/
