Ivanti Neurons for ITSM

Ivanti Neurons for ITSM is a comprehensive IT Service Management (ITSM) solution designed to streamline IT operations and enhance service delivery. It leverages AI and automation to manage incidents, problems, changes, and assets, catering to both basic and advanced ITIL processes. The platform offers flexible deployment options, including cloud, on-premises, and hybrid models, making it adaptable to various organizational needs.

Basic Information

• Model: Ivanti Neurons for ITSM
• Version: Quarterly updates are released. Recent versions include 2023.2, 2023.3, 2023.4, 2024.2, 2024.3, and 2025.
• Release Date: Updates are provided on a quarterly basis.
• Minimum Requirements: See Technical Requirements section.
• Supported Operating Systems: Microsoft Windows Server 2016, 2019, 2022, and 2025 (recommended for ITSM 2025.3 or later).
• Latest Stable Version: Ivanti releases patches and updates regularly for its recent versions.
• End of Support Date: ITSM 2025.2 is the last version to support Microsoft SQL Server 2016 and Microsoft IIS 7.5/8.0.
• End of Life Date: Not explicitly specified.
• License Type: Subscription license.
• Deployment Model: Cloud (multi-tenant SaaS), On-premises, and Hybrid.

Technical Requirements

Ivanti Neurons for ITSM's technical requirements are scalable, adapting to deployment size and transaction volume. These specifications apply to application, web, and reporting servers, with additional considerations for database servers.

• RAM: 8 GB minimum; more is recommended for heavy transaction rates and complex workflows/escalations.
• Processor: 2 cores minimum; 4 cores are recommended for environments with heavy transaction rates and workflow/escalation usage.
• Storage:
  • Application/Web/Reporting Servers: 20 GB minimum free space (approximately 1.1 GB for application files, remaining for log files).
  • Database: 100 GB minimum free space. For proper sizing, consider approximately 200 KB per record (incident, problem, change) and 500 KB per configuration item. Separate volumes for database and transaction logs are best practice.
• Display: Not explicitly specified, but browser-based access implies standard display capabilities for web interfaces.
• Ports: Communication between the browser and Ivanti Neurons for ITSM is secured using HTTPS. Specific port requirements are detailed in product documentation.
• Operating System: Microsoft Windows Server 2016, 2019, 2022, and 2025 (64-bit, recommended for ITSM 2025.3 or later). Microsoft .NET Framework 4.6 (minimum) or 4.8 (if FedRAMP is enabled) is required.

Analysis of Technical Requirements: The system is designed for enterprise-level scalability, allowing for horizontal and vertical expansion without license changes. Hardware recommendations emphasize performance for transactional loads and complex workflows. The storage requirements highlight the need for careful planning, especially for database growth. Installation on a separate drive from the system drive is a recommended best practice.

Support & Compatibility

• Latest Version: Ivanti Neurons for ITSM receives quarterly updates, ensuring continuous feature enhancements and bug fixes.
• OS Support: Supports Microsoft Windows Server 2016, 2019, 2022, and 2025.
• End of Support Date: Specific versions have defined end-of-support milestones, such as ITSM 2025.2 being the last to support SQL Server 2016 and older IIS versions.
• Localization: The platform supports localization for various non-English languages and cultural variations (e.g., French (France), French (Canada)). It provides tools for user interface translation, including in-line localization for administrators.
• Available Drivers/Integrations: Ivanti Neurons iPaaS offers a wide array of connectors, exceeding 1000, for seamless integration with external systems. Pre-built integrations are available for popular applications like Jira, Microsoft Teams, and Salesforce.

Analysis of Overall Support & Compatibility Status: Ivanti Neurons for ITSM demonstrates robust compatibility with current Windows Server environments and offers extensive localization capabilities, making it suitable for international deployments. The quarterly update cycle ensures the platform remains current and secure. Its strong integration ecosystem, powered by Ivanti Neurons iPaaS, facilitates connectivity with a broad range of third-party tools, enhancing its functional reach.

Security Status

• Security Features:
  • Data Segregation: Cloud deployments utilize a multi-tenant architecture with separate and unique application schemas and databases for each customer, ensuring data isolation.
  • Secure Communication: All browser-based communication uses HTTPS.
  • Encryption: Data at rest is encrypted using industry-standard AES-256. Field-level encryption is available for sensitive data such as API keys, usernames, and passwords, supporting both symmetric and asymmetric keys.
  • Authentication: Provides a unified login experience, compatible with Single Sign-On (SSO).
  • Access Control: Includes IP Whitelisting and internal safeguards against hacking for application functions.
  • Endpoint Security: Offers unified endpoint management and security capabilities.
  • Patch Management: Features predictive patching with automation for multi-cloud and hybrid setups.
• Known Vulnerabilities:
  • CVE-2024-7569: Critical information disclosure vulnerability (CVSS 9.6) allowing unauthenticated attackers to obtain OIDC client secrets via debug information. Patches released August 2024.
  • CVE-2024-7570: High-severity improper certificate validation flaw (CVSS 8.3) enabling remote attackers in a MiTM position to craft tokens for unauthorized access. Patches released August 2024.
  • CVE-2025-22462: Critical authentication bypass vulnerability (CVSS 9.8) affecting on-premises versions 2023.4, 2024.2, and 2024.3, allowing unauthenticated administrative access. Patches released May 2025.
• Blacklist Status: No information found regarding a blacklist status.
• Certifications: Supports FedRAMP features (requiring .NET Framework 4.8) and adheres to 11 certified ITIL best practices.
• Encryption Support: Comprehensive encryption for data at rest and sensitive data fields, utilizing AES-256 and supporting both symmetric and asymmetric key management.
• Authentication Methods: Supports a centralized authentication mechanism, including Single Sign-On (SSO) and OIDC authentication.
• General Recommendations: Promptly apply all security patches, especially for on-premises deployments. Implement Ivanti's guidance for securing IIS websites and restricting access via IP whitelisting. Encrypt only necessary sensitive fields to optimize performance.

Analysis on the Overall Security Rating: Ivanti Neurons for ITSM incorporates robust security features, including strong encryption, data segregation, and secure communication protocols. Compliance with ITIL standards and support for FedRAMP readiness further underscore its commitment to security. However, the identification and patching of critical vulnerabilities highlight the importance of diligent patch management. Ivanti actively addresses these issues, but on-premises customers bear the responsibility for timely application of fixes.

Performance & Benchmarks

• Benchmark Scores: Specific, publicly available benchmark scores are not consistently provided.
• Real-world Performance Metrics:
  • Scalability: Horizontally and vertically scalable, allowing for increased performance by adding hardware without license changes.
  • Efficiency: AI-driven automation, self-healing, and proactive issue resolution reduce ticket volume and accelerate resolution times. It automates routine tasks efficiently, improving overall efficiency and productivity.
  • User Experience: Offers a fast, web-based interface.
  • Resource Optimization: Reduces manual efforts and rework through automation.
• Power Consumption: Not explicitly specified.
• Carbon Footprint: Not explicitly specified.
• Comparison with Similar Assets:
  • vs. ServiceNow ITSM: Ivanti Neurons for ITSM rates 4.2 stars (305 reviews) on G2, compared to ServiceNow's 4.3 stars (1940 reviews). Ivanti excels in "Constant Monitoring" (9.0) and "Ticket Assignment" (9.2). ServiceNow shows stronger performance in "Self Service" (8.7 vs. Ivanti 8.0), "Change Management" (9.2 vs. Ivanti 7.8), "Incident Reports" (9.3 vs. Ivanti 8.0), and "Ticket Notifications" (9.1 vs. Ivanti 8.2). ServiceNow is generally more feature-rich and customizable for complex workflows but has a higher cost and learning curve. Ivanti is noted for its AI-driven automation, endpoint management, and faster integration, making it suitable for organizations focused on IT operations and security.
  • vs. Vision Helpdesk: Ivanti excels in "ticket creation user experience" (9.4). Vision Helpdesk rates higher in automation capabilities (9.5 vs. Ivanti 7.0), ease of setup (8.7 vs. Ivanti 6.5), support quality (9.5 vs. Ivanti 7.8), and self-service experience.
  • vs. Jira Service Management: Ivanti shows strength in "ticket creation user experience" (8.9). Jira Service Management outperforms in "SLA Management" (9.0 vs. Ivanti 8.4), automation (8.7 vs. Ivanti's 8.1 for ticket routing), reporting and analytics (8.9 vs. Ivanti 7.1), ease of setup (7.6 vs. Ivanti 6.5), and mobile support (7.8 vs. Ivanti 6.1).

Analysis of the Overall Performance Status: Ivanti Neurons for ITSM delivers strong performance through its scalable architecture and AI-powered automation, significantly improving operational efficiency and accelerating service delivery. While it excels in areas like ticket assignment and constant monitoring, comparisons indicate that some competitors may offer more advanced features in self-service, change management, and reporting. Its focus on AI and automation positions it as a robust solution for optimizing IT operations and enhancing employee experience.

User Reviews & Feedback

User feedback highlights several strengths and weaknesses of Ivanti Neurons for ITSM, shaping its recommended use cases.

• Strengths:
  • Ease of Use & Customization: Users appreciate its ease of use, flexibility, and high customizability, allowing adaptation to specific environments.
  • Automation & Efficiency: Robust automation capabilities streamline workflows, automate routine tasks (like onboarding/offboarding), and accelerate ticket routing and resolution, leading to reduced manual effort and improved productivity.
  • Comprehensive ITSM: Effectively handles core ITIL processes, providing a comprehensive solution for managing incidents, problems, changes, and assets.
  • Reporting & Analytics: Offers powerful reporting and analytics features, providing insights into performance and trends.
  • Support & Integration: Responsive customer support and seamless integration with existing IT systems are noted. The Ivanti Neurons iPaaS significantly expands integration possibilities.
  • AI Capabilities: AI-driven insights and workflows, proactive issue resolution, and self-healing environments are highly valued for reducing ticket volume and improving service quality.
• Weaknesses:
  • Integration Gaps: Some users report a lack of out-of-the-box integrations, and APIs can be challenging, sometimes necessitating daily data feeds over real-time integration.
  • Customization Complexity & Cost: While highly customizable, some find that much functionality requires customization, which can be difficult and may necessitate costly Ivanti consulting.
  • Dashboard & Self-Service Limitations: Basic functionalities like customizable dashboards and global search on the Self Service portal are sometimes lacking or limited, impacting user experience and mobile friendliness.
  • Workflow Reliability: Workflows may require regular monitoring to prevent unexpected failures.
  • User Interface: Some feedback suggests the user interface and overall experience could be improved.
• Recommended Use Cases:
  • Organizations seeking to manage all aspects of ticketing, from internal to external customer requests.
  • Businesses aiming to automate routine IT and HR tasks, such as employee onboarding and offboarding.
  • Enterprises focused on streamlining IT support, incident management, and asset tracking.
  • Companies prioritizing IT operations, endpoint management, and proactive security measures through AI-driven solutions.
  • Environments requiring a comprehensive, customizable, and scalable platform for adhering to ITIL processes.

Summary

Ivanti Neurons for ITSM presents itself as a robust, AI-powered IT Service Management solution, highly adaptable for various enterprise needs through its flexible cloud, on-premises, and hybrid deployment models. Its core strength lies in its extensive automation capabilities, leveraging AI and machine learning to streamline workflows, accelerate incident resolution, and enhance overall operational efficiency. The platform offers strong data security features, including AES-256 encryption for data at rest and segregation of tenant data in cloud environments, alongside adherence to ITIL best practices and FedRAMP readiness. Its broad compatibility with Windows Server operating systems and comprehensive localization tools make it suitable for diverse global deployments. The Ivanti Neurons iPaaS further extends its utility by providing a vast library of connectors for integration with other enterprise systems.

However, user feedback and comparisons highlight areas for improvement. While highly customizable, the platform can be complex to configure, often requiring specialized consulting. Some users report limitations in out-of-the-box integrations and the self-service portal's functionality, including customizable dashboards and mobile responsiveness. The identification of critical vulnerabilities underscores the ongoing need for diligent patch management, particularly for on-premises deployments. Performance comparisons suggest that while strong in core ITSM functions like ticket assignment and monitoring, competitors may offer more advanced features in self-service, change management, and reporting.

Overall, Ivanti Neurons for ITSM is a powerful tool for organizations prioritizing AI-driven automation, endpoint management, and a scalable ITSM framework. It excels in reducing manual effort and improving service delivery through intelligent workflows. Organizations considering this asset should weigh its strengths in automation and security against potential complexities in customization and specific feature gaps compared to some competitors. Prompt application of security updates is crucial for maintaining a secure environment.

Information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.