Success Story
Many technology vendors ask customers to trust product demonstrations, feature lists, or future roadmaps. Ivanti took a different approach by becoming Customer Zero for its own Autonomous Endpoint Management (AEM) strategy.
Ivanti deployed the Ivanti Neurons platform across its global IT environment, running critical business operations on the same technology recommended to customers. This meant operating Autonomous Endpoint Management in a live production environment at enterprise scale, supporting a highly distributed and predominantly remote workforce of more than 10,000 endpoints.
The objective was not simply to adopt new tools, but to fundamentally change how IT operates: moving from manual, reactive endpoint management to intelligence driven, automated, and proactive operations. The result was a more resilient and scalable IT function — and a scale-tested model of Autonomous Endpoint Management, all while being critic number one.
Ivanti made a deliberate decision that every capability demonstrated externally would be deployed and validated internally by its own IT team.
“There’s a perception that you need massive teams or unlimited resources to do this. We proved that isn’t true,” says Tony Miller, Vice President of Enterprise Services for Ivanti.” “You don’t need an army. As Customer Zero, our lean team was able to roll this out and run the business on it. And run it better. And that’s pretty amazing.”
Becoming Customer Zero allowed Ivanti to validate performance in real-world conditions, surface implementation challenges early, and feed direct operational insight back into product teams. Most importantly, it ensured Ivanti only asked customers to do what it had already done itself.
Ivanti’s journey toward autonomy began with visibility and data integrity. Accurate, real-time insight into devices, configurations, and relationships was essential before any automation could be trusted.
To achieve this, Ivanti unified endpoint data into a single Configuration Management Database (CMDB), eliminating fragmented data sources and manual reconciliation. With a reliable source of truth in place, Ivanti centralised endpoint management and standardised device lifecycle processes across the organisation. This shift from fragmented tooling to consistent control laid the groundwork for proactive management and automation.
With unified visibility and centralised control, Ivanti modernised patch management using a risk-based approach.
Instead of deploying patches uniformly, Ivanti's team prioritised remediation based on vulnerability severity, exploitability, and asset criticality Ring-based deployments enabled patches to be tested on smaller groups before wider rollout, balancing speed with operational stability.
This reduced remediation timelines for critical vulnerabilities from days to hours, while significantly lowering manual coordination and decision-making overhead. Risk-Based Vulnerability Management further strengthened security by correlating asset data with live threat intelligence, enabling teams to focus on issues that posed real organisational risk rather than chasing volume.
One of the most visible chapters of Ivanti’s transformation was the rollout of Mobile Device Management (MDM) for its predominantly remote workforce. Rather than making a large financial investment in additional corporate hardware, Ivanti adopted a bring-your-own-device (BYOD) approach designed to be both secure and employee friendly.
“Back in the ‘old days’, your first day of work meant going into the office and having your photo taken for an ID. That just isn’t our reality anymore. We’re hiring people we may never meet face to face. We had to adapt,” Miller explains.
The challenge was maintaining strong security controls without introducing onboarding friction or eroding employee trust. With more than 3,000 employees, manual verification processes would not scale. Ivanti instead adopted an identity-first approach, using biometric verification to confirm employee identity through a fully automated process — eliminating the need for a “human in the middle” while preserving security and privacy.
Recognising that MDM adoption was as much a behavioural change as a technical one, Ivanti deliberately began the rollout with its Senior Leadership Team.
“This wasn’t about proving the technology worked — the technology works. It was about communication, education, and trust,” Miller says. “Having the SLT lead the pilot made all the difference.”
By having senior leaders enrol their own devices first, Ivanti addressed concerns early, demonstrated transparency, and set a clear organisational signal. This leadership-led pilot helped overcome hesitation about enrolling personal devices and reinforced that the initiative was a business priority, not an experimental IT project.
Across endpoint management, patching, digital experience monitoring, and service workflows, Ivanti progressively eliminated thousands of manual tasks. However, the true transformation was not the volume of automation — it was a new operating model.
Real-time telemetry and Digital Experience Management now provide continuous visibility into device health and user experience. Many issues are resolved automatically, often before users are aware of them. This progression — from visibility, to automation, to proactive remediation — defines Ivanti’s approach to Autonomous Endpoint Management.
As a result, Ivanti reclaimed 55,600 employee hours annually, allowing teams to focus on strategic initiatives instead of routine operations. Patch management alone delivered an additional 21,000 hours per year in time saved through simplified compliance reporting.
The Customer Zero initiative delivered measurable results, including:
All outcomes were based on validated, internally measured results — ensuring credibility rather than optimistic projection.
By operating as Customer Zero, Ivanti removes uncertainty for customers evaluating Autonomous Endpoint Management. Every capability was proven in production, at scale, by a lean IT team supporting a remote-first global workforce.
Ivanti doesn’t just sell Autonomous Endpoint Management.
We run our business on it.
Note: Individual results may vary based on each customer’s unique environment.