You're comparing Ivanti with other ITSM tools, but Ivanti doesn't make that easy. There's no public pricing, no self-service trial, and implementation costs often surface later. We get it. You need real information to make a decision, not marketing speak. This guide outlines what Ivanti actually costs, what users report in their reviews, how it fits into the broader IT service management landscape, and which alternatives may save your team time and money.
TLDR:
Ivanti Neurons for ITSM handles incident, change, and asset management for large enterprises.
The solution requires extensive training time and has an outdated UI that slows adoption.
Ivanti doesn't publish pricing publicly and demands high implementation costs.
Ravenna delivers Slack-native ITSM with AI categorization and deploys in minutes.
What is Ivanti and How Does it Work?
Ivanti Neurons for ITSM is an enterprise ITSM solution built for IT service workflows across medium to large organizations. The software handles incident resolution, incident management, change management, problem management, and asset tracking. Ivanti is most commonly deployed in healthcare, finance, and technology sectors where structured IT processes matter.
The system uses AI-driven workflows to automatically categorize and route incoming requests. Ivanti's automation engine includes self-healing capabilities that resolve incidents proactively before they escalate. Categorization works by analyzing request patterns and applying rules to assign tickets to the right teams and priority levels, supporting broader configuration management needs.
Ivanti offers both cloud-based and on-premises deployment models. The cloud option delivers faster setup and managed updates, while on-premises gives you direct control over the environment and customization depth.
Core workflows span the traditional ITSM lifecycle:
Incident management tracks and resolves service disruptions.
Problem management identifies root causes of recurring issues.
Change management controls how updates move through approval and implementation.
Asset tracking maintains an inventory of hardware, software, and IT assets across your environment.
Many of the organizations researching Ivanti tend to be larger enterprises. The platform suits teams that need structured service processes, compliance tracking, and integration with existing enterprise systems, especially those evaluating multiple Ivanti alternatives.
Ivanti Features
Ivanti's AI-powered ITSM categorization engine analyzes incoming tickets to determine severity, assign priority levels, and route requests to the appropriate service queues. Predictive analytics monitors historical ticket patterns and system health data to flag potential incidents before they affect users. These capabilities reduce resolution times in organizations that rely on proactive monitoring and benefit from real-time analytics inside their ITSM platform.
Asset management provides visibility into hardware and software inventories across your IT environment. The system tracks device lifecycles from procurement through retirement, monitors software license compliance, and links asset records directly to service tickets. This ties into broader endpoint management and device management functions, especially across mobile devices. When a user submits an incident, agents can view the complete hardware and software profile of the affected device without switching systems.
Automation and Configuration
Configurable workflows let administrators define how tickets move through approval chains, escalation paths, and resolution steps. You can customize forms to collect specific data points for different request types and build automation rules that trigger actions based on ticket attributes. The workflow builder accommodates conditional logic and multi-step processes.
Dashboards and Security
Real-time dashboard views display performance metrics including ticket volumes, resolution times, SLA compliance rates, and agent workload distribution, helping IT teams optimize performance. Role-based access controls restrict which users can view, edit, or approve tickets based on their department and permission level. Audit logs track all system activity for compliance reporting.
Integration capabilities connect Ivanti with identity management systems, monitoring tools, and enterprise applications through APIs and pre-built connectors. The system supports both cloud-based and on-premises deployment models and improves notifications and data flow across management tools.
Ivanti Key Limitations and Gaps
The steepest barrier to Ivanti adoption is the learning curve. New users need a lot of training time before they can work with the system effectively or configure workflows independently. This ramp-up period delays time-to-value and slows team productivity during the transition.
The interface contributes to these challenges. Many users find the user interface outdated and non-intuitive, requiring multiple clicks to complete basic tasks and affecting overall user experience. Mobile self-service lags behind web functionality, limiting how easily end users can submit or track requests from their phones through the self-service portal.
Support and Feature Gaps
Customer support response times present another friction point. When technical issues arise, resolution can take longer than expected, leaving teams stuck without clear workarounds. Some features feel like last-minute additions rather than core components, creating inconsistencies across modules and requiring more manual troubleshooting and remediation. Reporting capabilities fall short of what IT leaders need for data-driven decision-making, often forcing teams to export data and build reports externally.
Cost and Transparency
Ivanti doesn't publish pricing on its website. You'll need to contact sales directly for quotes, and there's no clear free trial option to test the system before committing. Implementation costs run high compared to other ITSM solutions, especially once you factor in the training and configuration time required to get the system running. This lack of transparent pricing complicates evaluation for IT teams and small businesses seeking cost-effective options.
Best Ivanti Alternative: Ravenna
Ravenna runs entirely within Slack, removing the separate portals and complex interfaces that slow down Ivanti adoption. Employees create and manage tickets through natural Slack messages instead of learning new systems or dealing with outdated UIs. Before comparing Ivanti alternatives, it helps to understand how Slack-native service desk tools streamline IT operations and reduce overhead.
Deployment takes minutes instead of months. Ravenna connects directly to knowledge sources you already use (Notion, Confluence, Google Drive, Coda) and identity providers like Okta or Google Workspace. No rebuilding infrastructure from scratch.
Our AI layer learns from your team's Slack conversations and automatically categorizes requests without complex rules or labeling taxonomies. When tickets are resolved, Ravenna converts those resolutions into a searchable knowledge base automatically. This contrasts with Ivanti's manual knowledge management and rigid categorization, which demand ongoing maintenance and lack modern automation capabilities.
Ravenna's pricing is transparent and predictable. You'll know what you're committing to before you start, without hidden training or configuration costs.
Of course, there are other alternatives to Ivanti as well. These include Freshservice, ServiceNow IT Service Management (Moveworks), and Jira Service Management. ServiceNow delivers enterprise-grade functionality but requires substantial implementation investment, similar to Ivanti's complexity. Jira Service Management works well for Atlassian-centric organizations but lacks the conversational interface that makes service management accessible to non-technical employees.
Final thoughts on Ivanti Neurons for ITSM
Ivanti works for organizations that need structured IT processes and can absorb the training time, but the interface and support gaps create ongoing friction. Teams researching Ivanti pricing or reviewing Ivanti alternatives often find better value in tools like Ravenna, which runs inside Slack with low upfront costs and faster deployment. Your decision should weigh whether you need Ivanti's enterprise capabilities or a simpler system your team can adopt immediately.
FAQ
How long does Ivanti implementation typically take?
Ivanti requires months of implementation time due to complex configuration, extensive training needs, and workflow setup. Most teams experience delayed time-to-value as employees learn the system and administrators build out service processes.
What's the main difference between Ivanti and Slack-native ITSM tools?
Ivanti requires users to learn a separate portal with an outdated interface, while Slack-native tools let employees create and manage tickets through familiar messaging. Slack IT helpdesk software deploys in minutes instead of months and eliminates the steep learning curve.
When should I consider switching from Ivanti?
If your team spends excessive time on training, struggles with the non-intuitive interface, or needs faster deployment and transparent pricing, it's time to look at alternatives. Teams that work primarily in Slack benefit most from conversational ITSM platforms.
Can I get Ivanti pricing without contacting sales?
No, Ivanti doesn't publish pricing publicly. You must contact their sales team directly for quotes, and there's no clear free trial option to test the system before committing to implementation costs.
Why does Ivanti have such a steep learning curve?
The outdated UI requires multiple clicks for basic tasks, workflows demand a lot of configuration expertise, and the system lacks the intuitive design patterns employees expect from modern software. New users need substantial training before they can work independently.
