Ivanti
Ivanti Service Manager is the ITSM platform inside Ivanti Neurons: incident, request, change, problem, knowledge, configuration and self-service on one database, with 14 PinkVERIFY-certified ITIL 4 practices and agentic AI on top.
- Partner since
- 2001
- Products covered
- 9
- Recognitions
- Master Certified · 25+ years · Ivanti Service Manager
- Delivered by
- Dataseti certified consultants
Ivanti Service Manager, now delivered as Ivanti Neurons for ITSM, is one of the few ITSM platforms that covers the whole service lifecycle in one place. Incident, request, change, problem and knowledge workspaces sit alongside configuration management, asset data and self-service portals on the same configuration database, with 14 core ITIL 4 practices certified by PinkVERIFY. It deploys to the cloud, on-premise or hybrid, and it scales from a simple helpdesk to a complex, regulated enterprise estate.
Twenty-five years of implementing it taught us where the value hides, and most of it is already in the licence. Master incidents that clear a whole queue at once, the Post Implementation Review form that closes change properly, risk assessment before approval, escalations that match your commitments, request offerings built as a form plus a workflow, and segmented self-service portals for each audience. Our consultants have written publicly about every one of these, which is why we spend the first weeks of an engagement switching on what you already own.
Then the work that decides whether the platform keeps delivering: process design before configuration, migration off other service desks with the ticket history intact, integrations through the 1,000+ iPaaS connectors and the native Neurons products, AI agents and bots rolled out on foundations we have fixed first, licensing modelled around named, concurrent and line-of-business seats, and our own Dataseti JET Pack handling routine enquiries through email, text and voice. Do It Again For Free stands behind the professional services work.
What we deliver on Ivanti
Ivanti Service Manager
The ITSM platform inside Ivanti Neurons: incident, request, change, problem, knowledge, configuration and asset management for complex, regulated estates.
Ivanti ITSM AI
Generative AI across the workspace: intelligent ticket classification, knowledge articles generated from resolved incidents, natural-language dashboards and writing assistance, with every feature toggled in the AI Administration Hub.
Agentic AI agents
The AI Self-Service Agent plus Incident Creation, Service Request, Q&A and Knowledge Search agents, working from the Neurons Platform as the system of record.
Neurons bot library
Low-code and no-code bots that shift resolution to level zero: the Post-Patch Survey bot, routine remediation such as disk cleanup, and a library you can deploy from.
Self-service and portals
Segmented self-service portals on the modern mobile layout, each with its own catalogue items, branding and navigation, plus a conversational virtual agent.
Ivanti ITAM and Discovery
Asset and discovery data feeding the CMDB, so impact analysis and approvals are based on what you actually own.
Ivanti Neurons iPaaS
More than 1,000 connectors to your HR, finance, project and security platforms, from Workday and ADP to Jira, Okta, CrowdStrike, Tenable, Wiz and Zscaler.
HR and Facilities service management
The same configuration database running HR casework, onboarding, work orders, maintenance and space requests beyond IT.
GRC, PPM and Security Operations
Extensions that put governance, risk and compliance, project portfolio delivery and vulnerability remediation on the same platform.
Capabilities
Whatever stage you are at with Ivanti, there is a route in.
- Licensing, named versus concurrent user modelling
- New implementations and re-implementations
- Process design across 14 ITIL 4 practices
- Incident, request, change, problem and knowledge workspaces
- Segmented self-service portals and request offerings
- CMDB, CI relationships and asset data quality
- Workflow, approval and escalation design
- Migrations from other service desks with history intact
- Integrations, iPaaS connectors and Epic in healthcare
- AI agents, bot rollout and AI Administration Hub setup
- Admin enablement, managed services and the Dataseti JET Pack
The whole service lifecycle in one platform you already own.
Ivanti Service Manager, now delivered as Ivanti Neurons for ITSM, is one of the few ITSM platforms that covers incident, request, change, problem, knowledge, configuration and assets without bolting on modules. These are the workspaces the platform gives you, and every one of them is more capable than most teams use.
Incident management
One workspace for reported issues, with priority matrices, SLAs, escalations and master incidents that group related tickets and carry the resolution across all of them.
Request and service catalogue
Request offerings built from a form plus a workflow: approvals, notifications and tasks, published to the right audience through the service catalogue.
Change, release and deployment
Change models from standard through to emergency, with risk assessment, approvals, calendars, deployment tasks and the Post Implementation Review form that closes the loop.
Problem and known error
Root cause investigation separated from the incident queue, with known errors, workarounds published to the service desk and links back to the incidents that triggered them.
Knowledge management
Articles, ownership and review cycles in the Knowledge workspace, so the answers exist once and are reused by the desk, the portal and the self-service agents.
Configuration and CMDB
Configuration items and their relationships, kept current through discovery and the CI table, so impact and approval decisions are based on what you actually own.
Self-service and portals
Segmented self-service portals on the modern mobile layout, each with its own catalogue items, branding and navigation, plus a virtual agent for conversational service.
Reporting and dashboards
Role-aware dashboards built from charts, tree and pivot widgets, natural-language and AI-generated visuals, and data you can push to your own BI tools.
Most Service Manager estates are running at half speed.
Twenty-five years of implementing this platform taught us where the value hides. Every one of these is a feature that ships with Service Manager and is either switched off, unused or configured against the grain, and we have written about all of them.
Master incidents that clear a queue
An incident can be declared master, related tickets linked, and updates or the resolution flow down to every linked record at once. It ships disabled by default, which is why so many teams still update twenty tickets by hand.
Change that actually closes
The PIR form appears once a change reaches Implemented, capturing what happened, what to remember and what to avoid next time. Risk level assessment and deployment tasks sit alongside it.
Problem management that sticks
A dedicated problem workspace with known errors and workarounds, linked to the incidents that produced them, so the same failure stops coming back every month.
Request offerings, built properly
Every request is a form plus a workflow. Approvals, notifications and tasks used as a checklist inside the offering rather than as loose workflow steps that stop at the Stop block.
Self-service for each audience
Separate portals for HR, facilities, security, a department or a campus, each with its own catalogue items, dashboard parts and branding, all on the modern mobile layout.
Escalations and SLAs that behave
Escalation rules, response and resolution targets and out-of-hours handling configured to match your commitments, instead of a timer that fires late or not at all.
Configuration items you can trust
CI relationships, IoT and asset records, plus small features that add up, like Record In Use locks and certificate expiry tracked through the desk before it becomes an outage.
Service management beyond IT
The same database runs HR, facilities, security and compliance work. We have been extending Service Manager past IT for as long as we have been implementing it.
Our consultants publish what they find in real implementations, including the features most customers never switch on.
Agentic AI on a system of record you already trust.
Ivanti’s AI Self-Service Agent is a conversational front door that replaces forms with plain language, investigates before it answers, and escalates with a structured incident captured from the conversation. Around it sit four purpose-built agents, a library of Neurons bots and generative features across the workspace.
Incident Creation Agent
Create incidents from a plain-language description in seconds, with no form to fill in and cleaner data captured from the conversation.
Service Request Agent
Understands what is being asked and starts the right request offering, using your existing workflows and approval paths rather than bypassing them.
Q&A Agent
Answers status questions and updates records by conversation: add a note, change a status, correct a description, track an incident or request.
Knowledge Search Agent
Searches internal and authorised external knowledge bases in one conversation, ranking trusted and verified content first to pull mean time to resolution down.
Generative AI across the workspace
- Intelligent ticket classification that routes and prioritises automatically, and feeds continuous improvement
- Knowledge articles generated from resolved incidents, which is the fastest route to a useful knowledge base
- Dashboard widgets built from a natural-language prompt, with the AI value visible next to the operational numbers
- Real-time translation for teams supporting multiple languages and time zones
- AI writing assistance that sets the tone of agent replies, from empathy to formal
- The AI Administration Hub, where each AI feature is switched on or off centrally
Bots
A bot library, not a science project
Ivanti ships a library of Neurons bots. The Post-Patch Survey bot gathers feedback from users after a patch or major change, so you hear about what broke before the tickets arrive.
Shift left to level zero
Low-code and no-code bots act autonomously: a routine remediation such as a disk cleanup runs on the device without a user reporting it and without a level one analyst touching it.
What has to be true before it works
- AI features require Ivanti ITSM 2024.2 or later on a SaaS deployment, and are not currently available for FedRAMP environments, so version and deployment come before ambition.
- The agents run on the Ivanti Neurons Platform as the system of record, working from discovery data, validated assets and governed workflows rather than guessing.
- The AI Self-Service Agent converses, investigates, resolves and escalates only when it needs to, and captures a structured incident from the conversation so the user never repeats themselves.
- Every AI feature is governed: what it may see, what it may do and who approves it are configuration decisions, and the AI Administration Hub keeps them in one place.
What we do with it
- Data quality first: bots and agents inherit your asset, CI and classification data, so we fix the foundations before switching autonomy on.
- Classification and routing tuning, using your own ticket history rather than the defaults.
- Knowledge readiness: articles reviewed, owned and published so the Q&A and Knowledge Search agents have something accurate to find.
- Agent scope and guardrails: what each agent may resolve, promise or escalate, and where a level one analyst takes over.
- Bot design and rollout, including the Post-Patch Survey and remediation bots, with the impact measured against the queue.
- AI Administration Hub configuration, so your team can turn features on and off without a project.
How Ivanti licensing actually works.
Ivanti is licensed by user type, by deployment, by practice scope and by what you connect. Get the model right and the platform is one of the better value propositions in ITSM. Get it wrong and you pay for seats nobody logs into, or discover the gap at renewal.
Named, concurrent, or a mix
Ivanti licenses Neurons for ITSM by named user, by concurrent user, or a combination. Named suits people in the system all day; concurrent suits shift work and occasional access. Ivanti’s own worked example pairs 80 named users against 24 concurrent seats.
Line-of-business analyst seats
Teams outside IT usually do not need a full analyst seat. Mapping who genuinely needs which seat type is the single biggest saving available, and it has to be modelled before the order, not after.
Deployment and environment tiers
Cloud, on-premise or hybrid, with cloud environment tiers for performance and compliance needs. The commercial model and the upgrade path differ by deployment, so it is a decision to make deliberately.
Version gates what AI can do
Agentic and generative AI needs 2024.2 or later on SaaS and is unavailable for FedRAMP. If AI is part of your business case, the version and deployment plan has to come first.
Scope drives the number
Which practices, modules and extensions you switch on, from HR and facilities through to GRC, PPM and security operations, plus what you connect through the iPaaS and its 1,000+ connectors.
Renewals, true-ups and audits
Named and concurrent counts drift as teams change, and a true-up or a vendor audit is an expensive way to find out. We reconcile licensed counts against actual logon data before renewal.
We work through this before the order, and again before every renewal: named versus concurrent, which teams need a full analyst seat, and what the AI roadmap implies for your version and deployment.
Built for regulated environments and complex estates.
14
ITIL 4 practices certified by PinkVERIFY
1,000+
Connectors through Ivanti Neurons iPaaS
3
Deployment models: cloud, on-premise, hybrid
30+
Articles we have published about Service Manager
Security and control
- Role-based access control across business objects, forms, fields and automation tools
- Field-level encryption with symmetric and asymmetric keys for data such as passwords and identifiers
- External and unified authentication through OpenID Connect, including Azure AD and Okta
- Default and custom logging and auditing across the platform
Deployment and ecosystem
- Cloud, on-premise or hybrid, and you can move between them without losing functionality or data
- Cloud environment tiers for performance and compliance requirements
- AI features available on SaaS 2024.2 and later, not for FedRAMP
- Native integration with Ivanti ITAM, Discovery, UEM, MDM, Patch Management, DEX and vulnerability management
“With Ivanti, I could see straight away that we were purchasing a very powerful and configurable tool.”
“Insights into what is going on with our business and specific divisions is our biggest benefit from Ivanti Neurons for ITSM.”
Everything we have written about Service Manager.
We have published on this platform for years: the features most customers miss, the habits that make a practice work, and the migrations that go wrong. Start with any of these, or ask us about what you are seeing.
Everything is written by the consultants doing the work, not by a marketing team.
Why work with Dataseti on Service Manager.
We have implemented and supported Ivanti Service Manager for twenty-five years, and we have written more about it than almost anyone. That depth is the difference between switching a platform on and getting real value out of one you already own.
Licensing, scoped properly
Named, concurrent, deployment and practice scope all move the number, so we work it out before you order and again before you renew.
- Named versus concurrent modelled from your own logon history, because the ratio between the two is where the money is.
- Line-of-business analyst seats identified properly, so HR or facilities users are not sitting on full analyst licences.
- Module and practice scope agreed before the order, from IT service management through to HR, facilities, GRC and security operations.
- Version and deployment planning tied to the AI roadmap, since agentic AI needs 2024.2 or later on SaaS and is not available for FedRAMP.
- Licence counts reconciled against real usage before renewal, so a true-up or an audit is not how you find out.
- Independent advice: we also implement Zendesk, Freshworks and Halo, so we will tell you when Service Manager is not the right answer.
Services that make it land
Configuration is the easy half. Process design, migration and adoption are what turn the licence into a service desk people trust.
- Twenty-five years of Ivanti experience, and master-certified consultants who have implemented Service Manager across healthcare, education, government and enterprise IT.
- Process design before configuration: incident, request, change, problem and knowledge practices designed around how your teams work, then built in the platform.
- The overlooked features switched on properly, the same ones our blog series covers: master incidents, PIR forms and risk assessment, escalations, request workflows and portalled self-service.
- Migrations that keep the history: discovery, field mapping, test loads, validation and reconciliation before cutover, because statuses and relationships rarely mean the same thing in two systems.
- Integrations in every direction: telephony, HR and finance systems, Epic in healthcare, plus the iPaaS connectors and native Neurons products.
- AI and bot rollout with the foundations fixed first, from classification and knowledge through to agent guardrails and the AI Administration Hub.
- Our own Dataseti JET Pack, which handles routine enquiries through email, text and voice to cut ticket volume without adding headcount.
- Admin enablement and managed services after go-live, with Do It Again For Free standing behind the professional services work.
Talk to an Ivanti consultant
Bring your current setup, your pain points and your wish list. We will tell you what we would change and in what order.