Product(s): Ivanti Neurons for ITSM
Overall Comment:"We migrated from Cherwell to Ivanti after Ivanti purchased Cherwell and offered Cherwell customers special pricing/discounts to migrate. From implementation to daily use, Ivanti is not an ITSM product that is ready for prime time. Basic functionality doesn't exist, such as allowing users to have their own customized dashboards, and workflows regularly need to be monitored to make sure they don't fail unexpectedly. Ivanti says they can integrate with almost anything, but we found that the APIs for integrations are lacking and ended up having to leverage daily feeds instead of real-time APIs for multiple integrations. The self-service portal is limited in what it can do and is not user friendly or mobile friendly. For example, the large search bar on the self-service portal only searches the Knowledge Base, not the Service Catalog, Incidents, Announcements, etc. like most other platforms. The platform itself is unstable - it is cloud hosted yet admins are expected to do/request maintenance on the server infrastructure, like database & log clean ups. When an application is cloud hosted, the expectation is that the application provider would maintain the infrastructure. "
It is a web-based application that doesn't require a client.
- Ivanti is lacking critical features that are common in ITSM solutions such as customizable dashboards and global search on Self Service. - It is VERY expensive and requires Ivanti consulting to maintain and develop the platform. - There really isn't anything OOB- everything requires customization and customization is difficult to do.