Neurons is a newer entity, and a hyper-automation platform Ivanti introduced in the last two years. It has 21 neurons spread across Endpoint Security, MDM, GRC, etc. You will have 21 in your house on a single platform and can choose any that matters to you. You could choose Discovery for Ivanti Neurons for ITSM because you need to discover assets. Or you could choose Spend Intelligence to manage or optimize how you spend on licenses. It's a combination that we propose depending on what the customer is looking at.

You will face issues when you don't have full knowledge of the product. You could do certain things that may be non-standard and destabilize the system. Suppose you have full knowledge of the solution and do a standard and benchmarked implementation without modifying the code. In that case, the solution is pretty stable and gives fewer problems to their users.

You can deploy the solution on-premises and on-cloud, but the focus right now is on-cloud because that is how the solution works, especially with the world moving to the cloud. It is easy to manage because you don't bear the costs and resources for hosting and providing support. All of that is taken care of by OEMs. However, certain businesses and verticals like banking and financial services, who want their data to not be in a separate cloud or out of the country, would prefer the solution to be on-prem. The products are not too different, so you can take an on-cloud or an on-prem subscription.

I recommend Ivanti Neurons for ITSM and rate it a nine out of ten.

The maintenance part of Ivanti Neurons for ITSM was initially difficult for me to manage, but now I can use the tool very easily.

I rate the overall product a ten out of ten.

I rate Ivanti Neurons for ITSM a seven out of ten. It has a significant learning curve due to customization. 

Primarily, it's essential for users (Managers) to have a solid grasp of ITIL processes and policies. The system is heavily focused on management and follows ITIL principles. Without a good understanding of these processes, configuring the system can be challenging without using 3rd party professional services. When I mention configuration, I'm not referring to the technical aspects, but rather to the automation, workflows, and processes within the system that you can utilize.

I would rate it an eight out of ten.

We can streamline our business processes and manage our assets using the solution. It is a good tool. It helps organizations to run their businesses without any issues. Overall, I rate the product a seven or eight out of ten.

For our region, it's okay, but not the best. Price is a major factor.

However, there are people who are migrating from ManageEngine to ITSM. 

So, overall, I would rate the solution a nine out of ten. 

It is a good system, as long as you've got everything you need. Sometimes a customer needs to customize it according to how he or she works. If that could be done prior to being handed over the system and tested to its final configuration, it can actually work.

If there's an improvement in the reports, this would be much easier to recommend. One key aspect where they are still behind is in the reports. The reports that are standard don't actually provide what you require as a customer appropriately.

For now, it is a six out of ten.

That is taking into account my issues with the web client, reports, and their knowledge base. We try to get a knowledge base, but for now, all we've done is put in term resolutions. In terms of accessing them, however, it's difficult to even publish articles or resolutions into their system. The process there is quite lengthy. I would have assumed if I put in a resolution it should take it straight into the knowledge base, but I have to now go back and publish it for me to see it again.

Determine if you need to make a lot of customizations. FrontRange now offer HEAT as a SAS, I am not sure if that allows for the customizations I had with it hosted in-house.

Ivanti Neurons for ITSM is definitely worth considering. It's a highly capable product. It depends on the specific circumstances, budgets, and other factors, but I think it's worth taking a look at. 

It's a strong contender.

Overall, I would rate the solution a seven out of ten. Mainly because of support.

We sell the product. We're integrators. I'm dealing with the latest version of the solution. The services on offer within the solution have fit with our client's needs so far.

I'd recommend the solution to other users. I'd rate the product nine out of ten.  

We use the on-premises deployment model.

In terms of advice, I'd suggest others focus on the main features such as problem tickets, escalating tickets, ticket flow and support for mobile applications. 

I'd rate the solution eight out of ten. I'd rate it higher if it had better integration capabilities and better support services.

HEAT Service Management is a great tool for assets, service desk, and customer service management. It's a good solution.

I rate HEAT Service Management a nine out of ten.

Understand that this product is a great investment. It has a flexible architecture that allows you to switch between cloud and on premise. It is a product that will grow with you and easily adapt to your enterprise service management process changes in the future. It is HTML5-based and very easy to configure and implement.