Ivanti Neurons Zero Trust Access - BYOL-3 NIC_M5

What do you like best about the product?

Honestly, the best part is how customizable the workflow engine and business objects are. There's a learning curve at first, but after that, you can build almost any approval path or business process you need. Plus, Neurons' automated bots are super handy Tier 1 saves tons of time running self-healing scripts on endpoints directly from tickets.

What do you dislike about the product?

The platform features a steep learning curve that requires an experienced administrator familiar with backend architecture and quick actions; without this expertise, database management and object relationships can quickly become disorganized. Additionally, the administrator interface appears somewhat dated when compared to contemporary cloud alternatives, and vendor support responsiveness varies significantly depending on the assigned representative.

What problems is the product solving and how is that benefiting you?

The platform effectively centralizes IT operations across Incident, Change, and Request Management, successfully transitioning our organization away from fragmented email communications. Automating user onboarding workflows has significantly reduced fulfillment times, while comprehensive audit trails for all change requests have streamlined compliance reviews and eliminated audit friction.

What do you like best about the product?

The automated patch detection engine operates silently in background mode and efficiently prioritises critical security patches for legacy Windows Server environments.

What do you dislike about the product?

The web console user interface is extremely slow, and often loses active user sessions during heavy administrative operations. Client side agents consume a lot of memory leading to excessive CPU throttling during system scans on older virtual machines.

What problems is the product solving and how is that benefiting you?

Previously it was possible to leave our financial databases vulnerable to unpatched zero days for weeks when deploying the patches by hand. With the introduction of Third Party Patch Management automation we cut down our critical update cycle from 20 days to just 48 hours. We never had to deal with ghost hardware entries in our current inventory logs, as it was all centralized.

What do you like best about the product?

The standard ticket workflow automation and visual process builder save us hours every week. We’ve set up automated routing for routine hardware and access requests, which has freed up our level 1 support team to focus on other issues. The self-service portal is straightforward for end users, so they can submit tickets without clogging up our support email inbox.

What do you dislike about the product?

The administrative backend and the initial setup come with a steep learning curve, particularly when you’re trying to build complex custom business objects or define detailed rules. On top of that, the admin console can feel sluggish at times—especially during peak hours or when generating large historical reporting datasets.

What problems is the product solving and how is that benefiting you?

Before Ivanti, our team handled requests through scattered email threads with no real tracking or visibility. Ivanti brought incident, change, and asset tracking into a single, centralized platform, which has significantly reduced our average resolution times and made it much easier to track department SLAs accurately.

What do you like best about the product?

What I like most is how flexible it is for managing and improving IT service operations. We use it to centralize incident handling, track ticket progress, and keep service workflows consistent. Its REST API and OData support are particularly valuable because they let us integrate the platform with our monitoring and automation tools. As a result, we can automate incident creation, check for duplicate tickets, and strengthen our reporting. The configurable forms, workflows, dashboards, and service categories also make it easier to tailor the platform to our operational requirements.

What do you dislike about the product?

Some configurations and integrations require a solid understanding of Ivanti’s data structure, business objects, and the relationships between fields. Troubleshooting API queries or workflow behavior can be time-consuming, especially when documentation is sparse or access to the environment is limited. The interface also takes some getting used to for new administrators. More straightforward integration examples, clearer and more actionable error messages, and simplified configuration screens would make implementation smoother and troubleshooting easier.

What problems is the product solving and how is that benefiting you?

Ivanti helps us centralize incident information and cut down on manual work in our support process. We use it alongside monitoring and automation workflows to automatically create incidents when critical events are detected. Before opening a new ticket, we can also review existing records, which helps us avoid duplicate incidents. Overall, this improves ticket visibility, response consistency, reporting, and productivity. It also gives the support team a clearer, more complete record of incident details, actions taken, ownership, and resolution progress.

What do you like best about the product?

What stands out most about Ivanti Neurons for ITSM is its incredible flexibility as a multi-tenant platform. It allows us to run IT, Medical, and Administrative operations on the exact same platform to support our hospital operations. What makes this work so well is the granular access control—we can use roles, scopes, and organizational groups to strictly limit who sees what. IT technicians, medical staff, and admin teams only see the tickets, forms, and assets relevant to their roles, keeping sensitive hospital data isolated and secure.

Creating customized workflows and request offerings is fast thanks to its codeless setup, allowing us to expand service management across departments without needing software developers. On top of that, the integration with Ivanti DEX makes discovery effortless, keeping our CMDB automatically updated for both IT hardware and medical hospital asset

What do you dislike about the product?

Two main areas could use improvement: cloud self-service management and reporting simplicity.

First, there is a lack of full self-service cloud management. Having to reach out to Ivanti support or rely on vendor intervention to enable certain capabilities or tweak instance settings limits our autonomy as administrators.

Second, custom reporting relies heavily on Microsoft SSRS. Creating or modifying advanced reports requires SQL and technical development skills, which creates a steep learning curve. Replacing or complementing SSRS with a more modern, no-code/low-code reporting builder directly inside the web interface would make generating custom insights much faster for everyday admins.

What problems is the product solving and how is that benefiting you?

The main problem Ivanti Neurons for ITSM solves for us is maintaining service accountability while managing hospital-wide requests and high-value medical assets. Because our IT operations are supported by an outsourced team, having clear SLA tracking is essential to make sure vendor performance stays on target.

The platform provides a seamless portal for both healthcare staff and IT personnel to raise requests or log issues, making daily hospital operations much smoother. When paired with Ivanti DEX, it gives us deep visibility into our physical infrastructure—especially high-value medical equipment. We can easily track device lifecycles, keep up with warranty renewals, and avoid costly asset write-offs