Ivanti ITSM

Governed service management, driven by AI

Managing IT services today has rarely been more challenging, and your users expect a lot from you. Ivanti ITSM is built on authoritative asset and service data. That data foundation is what makes AI classification, correlation and resolution reliable. Every workflow your team touches is faster because the intelligence behind it can be trusted.

Why organizations choose Ivanti ITSM

58% Faster Response Time*

24/7 Virtual Agent availability

14 PinkVERIFY® Certified Processes

_{* Based on FE fundinfo results. Individual results may vary.}

Deliver more strategic value with AI

Ivanti ITSM governs the full service delivery lifecycle, from request capture to remediation, across 14 ITIL certified practices. Automated workflows eliminate manual process cost. AI classification, knowledge generation and incident correlation make every stage faster and more reliable. 

AI capabilities within Ivanti ITSM

Every AI capability in Ivanti ITSM acts on service data you can trust; classification, summarization, knowledge generation and incident correlation are reliable because the data behind them is authoritative. Enterprise Service Management (ESM) customers also get Agentic AI: persona-based agents that plan, coordinate and execute across critical workflows autonomously, reducing resolution time, cutting escalation cost and freeing analysts for the work that requires human judgement.  

Ticket classification Automatically classify and route incoming tickets to the right team. Reduce manual effort, improve SLA adherence and gain insights to drive continuous improvement.	AI summarization AI generates concise summaries within seconds. Agents get up to speed faster without sifting through extensive record histories.
Knowledge article generation Harness generative AI to create accurate, high-quality knowledge articles from resolved incidents, improving self-service and reducing repeat tickets.	Incident correlation Identify patterns across incidents in real time. AI links related issues to uncover potential major incidents before they escalate, work on one, solve many.
AI dashboard widgets Build dashboards in seconds using natural language prompts. Instantly visualize ITSM data and measure the value AI brings to your organization.	AI administration hub Turn individual AI features on or off as needed. Configure your AI implementation with your data through a centralized, intuitive hub.
Real-time translation Analysts and users work in their own language. Real-time translation removes the barrier, any interaction, any language, resolved in the same workflow. Global support teams operate without friction.	Writing assist Analysts write faster and more clearly. AI writing assistance drafts responses with the right tone for the situation, measured empathy for escalations, direct brevity for routine updates. Every communication leaves the service desk at the standard users expect.

Core service management capabilities

Built on authoritative asset and service data.

AI-guided workflows and automation resolve issues faster, reduce escalations and free IT from manual process burden, so analysts have more time to focus on complex, higher value work. If you are looking to extend service management beyond IT, the ESM solution package provides agentic AI-guided experiences across HR, facilities, security and more. The complete solution for the connected, intelligent enterprise. 

Reduce escalations AI-assisted diagnostics empower service desk teams to resolve more incidents on the first call. Analysts leverage automatic ticket classification and specialist-level remediation actions, cutting escalation costs.	Improve service quality Service owners design and deploy workflows without writing a line of code. Pre-built integration blocks connect external systems directly. AI classification routes and prioritizes every ticket at intake, no manual triage required.
Trusted system of record   Decisions and automations act on accurate, current service data. Ivanti Neurons synchronizes asset, configuration, and service records so every workflow runs on the same trusted source of truth.	Engaging self-service AI-powered Virtual Agent delivers 24x7 conversational support. Users submit tickets, check status, and find answers naturally, deflecting volume from your service desk.
Actionable insights Role-based dashboards, AI-generated widgets, and real-time reporting give leadership and analysts the visibility they need. Build dashboards from natural language prompts in seconds.	Optimize your assets Complete discovery and visibility to maximize hardware and software asset value. Auto-populate your CMDB, reclaim unused software, and maintain compliance, all in one centralized view.
Enterprise services beyond IT   Extend ITSM to HR, Facilities, Legal and more. Automate cross-departmental services and deliver consistent, modern experiences across the entire organization.	Stay connected – mobile   The Ivanti ITSM Mobile App keeps staff and users connected anywhere. Check incidents, submit requests, and search for answers from any device, any time.

Cloud or on-premises: You decide

Built on a multi-tenant technology platform optimized for the cloud, Ivanti ITSM offers full flexibility to deploy in the cloud, on-premises, or a hybrid combination. Move between models without data loss or functionality gaps. Configuration, consolidation and self-service access work the same way regardless of where your instance runs. AI capabilities are available on SaaS deployments. 

Stay connected

The Ivanti ITSM Mobile App puts the service desk in the analyst’s pocket. Users can check incidents, submit requests and find answers, from any device, wherever the work takes them. No desk required. 

Extend beyond IT

The same governed, intelligent service management your team relies on – extended to HR, facilities and beyond. 

Ivanti Enterprise Workflow Management offerings gives HR, facilities, and other departments their own purpose-built, AI-powered service management, running on the same platform as your ITSM environment. Eliminate the ad hoc emails and spreadsheets and replace them with structured workflows, self-service portals, automated case routing and real-time dashboards. 

• Ivanti HR Service Management: Automate onboarding, offboarding, case management and employee self-service with a shared ITSM configuration database. 
• Ivanti Facilities Service Management: Manage work orders, maintenance tasks, space reservations and site access from a single system. 
• Project and Portfolio Management: See all of your demand, portfolio and projects in one place and evaluate their benefit, cost resource and risk data. 
• Governance, Risk and Compliance: Track authority documents, citations, controls and risks in a single system. 
• Security Operations Management: Manage and automate remediation of vulnerabilities as well as security events and incidents utilizing best practices. 
• 1,000+ connectors via iPaaS extend workflows into HR, finance, security and more 

One governed platform for service management across IT, HR, facilities, and other business functions. Consistent workflows. Trusted data. Better service delivery. 

Service management that resolves, not just records 

Extend Service Management with the Autonomous Endpoint Management add-on that unifies IT and Security. Native integration with your ITSM workflows means that IT and security are aligned, reducing risk across teams, and with AI-powered service and operations built on the same system of record, requests, incidents and changes resolve faster, all with the context to act safely.   

• Unified device management across Windows, MacOS, iOS, Android and IoT
• OS provisioning  
• App distribution  
• Risk based patch management  
• Self-service catalog  
• Remote support  
• Dex-score and real-time intelligence  
• Fleet level closed loop remediation 

Availability & licensing 

Ivanti AI capabilities require Ivanti ITSM 2024.2 or later on SaaS deployments. Analyst AI Assist* available on ITSM, ESM and Automated Endpoint Management license tiers, Self-Service AI Agent available on ESM and Automated Endpoint Management license tiers or as an add-on to the ITSM package. AI features are available globally. AI capabilities are currently not available for FedRamp. Contact your Ivanti Account Manager for eligibility details. 

_{*Analyst AI assist includes incident correlation, ticket classification, ai summarization, auto translation, AI assisted writing, knowledge generation and dashboard widget generation.}