See Ivanti ITSM in action.
IT Service Management
Modernise service delivery for IT and beyond.
The foundation for the future of Autonomous IT
Deliver service management on a foundation of trusted assets and service data. Use AI-guided service management workflows and automation to resolve issues faster, reduce operational burden and give your IT organisation the resilience to meet the challenges of today and tomorrow.
View, manage and understand your assets to deliver improved service, and set the foundation for expanding to autonomous endpoint management.
The Ivanti ITSM solution includes the following key capabilities:
- IT Service Management
- IT Asset Management
- Analyst AI Assist
- Discovery
- Neurons Platform
Give teams time back
Ivanti’s ITSM solutions go beyond faster incident resolution. They let your organisation operate smarter and more efficiently and deliver AI-guided capabilities that enhance end user experience. By leveraging proactive AI insights alongside Ivanti’s native automation capabilities, you can minimise downtime, reduce operational costs, and allow your teams to focus on innovation.
Create better experiences
Improve the way employees get support while boosting both speed and precision. Provide immediate more personalised support, reduce wait times and proactively remove potential employee frustrations. As AI learns and adapts from each interaction, organisations can continuously optimise the digital workplace, ensuring technology consistently meets the evolving needs and expectations of their teams.
Extend intelligent service management across the enterprise with ITSM Premium
If your organisation is looking to extend intelligent service management beyond IT, Ivanti provides agentic AI-guided experiences and key automation capabilities across HR, facilities, security and more with our ITSM Premium solution – the complete solution for the connected, intelligent enterprise.
Ivanti ITSM Premium includes everything in Ivanti ITSM, plus the following capabilities:
- Enterprise Service Management Workflows
- Self Service AI Agent (Agentic AI)
- Remote support and troubleshooting
- Custom action bots and targeted automation
- End-user surveys and sentiment collection
- Real-time Edge Intelligence
- DEX Scoring
Autonomous Endpoint Management add‑on
When endpoint management, digital experience monitoring, and security operate in isolation, problems slip through the cracks. Autonomous Endpoint Management connects it all through native integration with your ITSM workflows. That means IT and security finally speak the same language. You’ll get a common, trusted data foundation supporting intelligent endpoint management that leverages automation, predictive analytics and proactive protection.
Features and capabilities
Key ITSM and ITSM Premium capabilities on the Ivanti Neurons Platform
For the intelligent, integrated enterprise. Implement and manage the full range of IT services and workflows, including core service delivery within and beyond IT, management of software and hardware assets and intelligence and automation to take operations to the next level.
IT Asset Management
Gain in-depth knowledge and insights for managing the full lifecycle of hardware and software assets.
Asset Discovery
Determine what users and endpoints connect to the network, when they connect and what software is installed on devices.
Artificial Intelligence
Streamline processes, enhance efficiency and deliver exceptional customer experiences through AI-guided insights.
Governance, Risk and Compliance (GRC)
Unify your GRC management to track all authority documents, citations, controls and risks in a single system.
Security Incident Management (SecOps)
Automatic vulnerability remediation and management informed by best practices alerts and addresses potential security incidents.
HR Service Management
Provide more efficient and productive employee experience through automated, streamlined HR service management.
Facilities Service Management
Optimise business operations by automating facilities workorders and projects with advanced workflows.
Project and Portfolio Management (PPM)
Improve project execution with a predictable project delivery machine that delivers results on time and under budget, organisation-wide.
Neurons Platform
Ensure decisions and automations are grounded in accurate, current information through an authoritative system of record that provides trusted context for workflows across IT and security.
Unified Endpoint Management
Get intelligent insights to make faster, authoritative decisions and deliver a more personalised service experience from one simple interface.
AI - Agentic
Expand intelligent self service with AI-guided experiences and virtual agents that help users find information, submit requests, and resolve common service issues.
Why choose Ivanti ITSM solutions
Not all service management platforms are created equal. Ivanti delivers service management capabilities, advanced intelligence, and scalability that modern IT and business teams require within a connected ecosystem grounded in trusted data to serve as a true system of record. Give your team the context they need to act with confidence.
One trusted system of record
Ivanti Neurons acts as the connective tissue across your service management operations. Instead of managing a patchwork of isolated tools, we provide your teams with a single platform to discover, manage, automate, and secure every asset and workflow—from IT helpdesk to HR onboarding, facilities management, and more. This consolidation not only reduces complexity but also creates a real-time operational view that empowers smarter decisions at every level.
AI that works the way your business does
We have integrated AI into the core of Ivanti’s service management workflows. Our AI architecture enables intelligent ticket classification, AI-assisted summarization and content generation, an AI assistant that truly assists, and self-service capabilities that become smarter with every interaction. The result is a dramatic reduction in mean time to resolution, lower operational costs, and teams now focused on work that truly drives the business forward.
IT and security are finally on the same page
Many organisations struggle with a persistent gap between IT operations and security—a vulnerability that threat actors are quick to exploit. Ivanti bridges this divide through native integration between ITSM workflows and Autonomous Endpoint Management, providing IT and security teams with a shared view of your environment. A connected ecosystem. A trusted system of record. Operations that work from the same data foundation and keep your organisation continuously compliant.
Built to scale with you across every department
Ivanti’s enterprise service management capabilities go far beyond IT. Whether you are extending service delivery to HR, legal, finance, or facilities, our platform grows with your organisation —without costly reconfiguration or additional vendors. As your organisation grows and evolves, Ivanti grows with you, delivering consistent, high-quality service experiences across every team, department, and location.
| Ivanti ITSM | Ivanti ITSM Premium | Autonomous Endpoint Management
(Add-on)
|
|
|---|---|---|---|
| Incident Management | ✓ | ✓ | |
| Problem Management | ✓ | ✓ | |
| Change Management | ✓ | ✓ | |
| Release Management | ✓ | ✓ | |
| Knowledge Management | ✓ | ✓ | |
| Service & Request Management | ✓ | ✓ | |
| Event & Availability Management | ✓ | ✓ | |
| Service Levels | ✓ | ✓ | |
| Security Operations | ✓ | ✓ | |
| Customer Service Management | ✓ | ✓ | |
| ITAM - Full Asset Lifecycle Management 1 | ✓ | ✓ | |
| Asset Barcode Scanning | ✓ | ✓ | |
| Vendor Management | ✓ | ✓ | |
| Contract Management | ✓ | ✓ | |
| Neurons Platform 3 | ✓ | ✓ | |
| Discovery | ✓ | ✓ | |
| AI - for ITSM Analyst Assist 2 | ✓ | ✓ | |
| AI - Agentic 2 | ✓ | ||
| HR Service Management | ✓ | ||
| Facilities Service Management | ✓ | ||
| Governance, Risk and Compliance (GRC) | ✓ | ||
| Project Portfolio Management (PPM) | ✓ | ||
| Security Incident Management (SecOps) | ✓ | ||
| Remote Support & Analyst-assisted Troubleshooting | ✓ | ||
| Custom Action Bots & Targeted Automation | ✓ | ||
| End-user Survey & Sentiment Collection | ✓ | ||
| Real-time Edge Intelligence | ✓ | ||
| DEX Scoring | ✓ | ||
| Manage every device | ✓ | ||
| Application Distribution | ✓ | ||
| OS Provisioning | ✓ | ||
| Remote Support with AI Diagnostics | ✓ | ||
| Fleet-level Remediation with Closed-loop Automation | ✓ | ||
| Application Control | ✓ | ||
| Endpoint Privilege Management | ✓ | ||
| Continuous Patch Management with Intelligent Prioritisation 5 | ✓ |
1. IT Asset Management includes full asset lifecycle management, stock management, vendor management, contract management, and barcode scanning.
2. Neurons Platform is included in Ivanti ITSM and Ivanti ITSM Premium.
3. AI - for ITSM Analyst Assist is included in standard Ivanti ITSM and therefore also in Ivanti ITSM Premium. AI - Agentic is included in Ivanti ITSM Premium.
4. Autonomous Endpoint Management is an optional plug-in add-on to a service management package.
5. Continuous patch management with intelligent prioritization is available through a separate Autonomous Patch add-on.
Trusted by IT teams worldwide
With Ivanti, I could see straight away that we were purchasing a very powerful and configurable tool.
Insights into what's going on with our business and specific divisions is our biggest benefit from Ivanti Neurons for ITSM.
We also want to integrate the system with our telephone system, so that we can create tickets outside normal working hours.
FAQs
What is ITSM?
IT Service Management (ITSM) is a strategic approach to managing and optimising the delivery of IT services across an organisation. ITSM aims to improve efficiency, enhance user experience, and align IT service delivery with business goals by applying a consistent, standardised framework. It covers the full lifecycle of IT services—from design and deployment to support and continuous improvement—ensuring that technology investments deliver measurable value to the business.
How does AI improve IT service management software?
AI significantly enhances ITSM environments by automating ticket routing and prioritisation, predicting maintenance needs, and providing immediate responses through chatbots and virtual assistants. It also offers advanced analytics and reporting, personalises user experiences, and improves issue resolution through natural language processing and automated workflows. Additionally, AI helps in maintaining a comprehensive knowledge base and continuously learning from new data to improve performance. Autonomous AI agents take this a step further by automating self-service tasks end-to-end—resolving common requests, updating records, and escalating when human judgement is needed. These integrations lead to higher efficiency, better service quality, and greater user satisfaction, making ITSM software more effective and user-friendly.
What is the difference between ITSM software and ESM tools?
IT Service Management (ITSM) software and Enterprise Service Management (ESM) tools both aim to improve service delivery, but they serve different scopes and audiences within an organisation. ITSM tools are specifically designed to manage and optimise IT services, focusing on areas like incident management, change management, asset management, and service desk operations. They are tailored to the needs of IT departments and help ensure that IT services are delivered efficiently and effectively. ESM solutions, on the other hand, extend these capabilities beyond the IT department to encompass a broader range of business functions such as HR, facilities, finance, and customer service. While ITSM tools are essential for IT-specific tasks, ESM solutions are designed to enhance service management across all business units, promoting consistency and efficiency organisation-wide. In short, ITSM is the foundational discipline for IT service delivery, while ESM builds on those same principles to serve the entire enterprise.
What should you look for in an IT service management platform?
An IT service management platform ought to offer built-in support for core IT processes, including incident, problem, change, and asset management, along with self-service portals and workflows designed for IT operations. These features should be simple to configure and secure. The platform should function as a standalone application—not just an add-on or template—featuring an intuitive interface, robust reporting and analytics, and easily customizable components. It should also be scalable, with the ability to grow its AI and automation capabilities alongside your needs, supporting a journey toward fully autonomous operations.
Who uses ITSM?
ITSM serves two distinct audiences. On one side, IT teams use ITSM to manage and optimise IT services—streamlining incident management, change management, and service desk operations—while everyone else in the company interacts with ITSM to submit requests, find answers, and get support for the technology they rely on every day. On the other side, many of the same workflows and capabilities that power ITSM can be extended to support other departments through ESM workflows—identified as such—helping HR manage onboarding and benefits, facilities handle maintenance and asset tracking, finance streamline procurement and expense management, and customer service teams manage inquiries and service requests. Together, this makes ITSM a platform that supports both the people delivering IT services and the broader organisation they serve.
Get started with AI‑powered service management
Make your ITSM expansion effortless and efficient with Ivanti.