Ivanti Neurons for ITSM review

Ivanti Neurons for ITSM is built for IT organizations that want ITIL coverage and control over where the system runs. Ivanti says it is certified for 14 ITIL 4 practices, and it can be deployed in the cloud, on premises or in a hybrid setup, with cloud environment tiers for performance and compliance needs. The AI features are practical: generative summaries of tickets, automatic classification and routing, knowledge articles drafted from resolved incidents, dashboards built from natural language prompts, real-time translation and writing help, all switchable from an AI administration hub. Self-service runs through a Virtual Agent, chatbots and portals. Over 1,000 connectors and modules for HR, facilities, GRC, project management and security operations extend it beyond IT. Ivanti does not publish prices, so budgeting starts with a sales call, and the configurability that large teams value makes for a longer rollout. It fits best where Ivanti endpoint or security tools are already in place.

Who it is for

Large IT organizations that need ITIL depth, deployment choice and links to Ivanti's endpoint and security tools.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• 14 ITIL 4-certified practices
• Generative AI ticket summaries, classification and knowledge article creation
• AI-powered Virtual Agent and self-service portals
• Cloud, on-premises or hybrid deployment
• Over 1,000 connectors for HR, finance and security systems

Strengths and weaknesses

• Strength: Deployment choice including on-premises
• Strength: Extends to HR, facilities, GRC and project management
• Strength: Real-time translation for global service desks
• Weakness: No public pricing
• Weakness: Configuration depth means a longer rollout
• Weakness: Most value comes when you also use other Ivanti products

Key facts

• ITIL 4 practices: 14 certified
• Deployment: Cloud, on-premises or hybrid
• Connectors: Over 1,000

Where it ranks

Ivanti Neurons for ITSM is No. 9 in our Best IT Service Management Software verdict.