Solution Brief

Transform IT Service Management with Agentic AI

Ivanti Neurons for ITSM: smarter, faster, autonomous service delivery

For IT leaders responsible for service and asset management, speed, quality and cost efficiency aren't just priorities — they're business imperatives. Escalating service demands, mounting IT complexity and the pressure to do more with less require a fundamental shift from reactive firefighting to intelligent, autonomous service delivery.

Traditional ITSM tools rely on manual processes, form-heavy portals, and rule-based workflows that can't keep pace with modern demands. The result? Overwhelmed analysts, frustrated employees, and mounting operational costs. Ivanti Neurons AI Self-Service Agent transforms this equation — combining automation, contextual intelligence, and a true autonomous agency to deliver services that work for you, not the other way around.

Built on 3 foundational pillars

Ivanti delivers a comprehensive AI strategy built on three proven pillars. This framework equips IT leaders to automate service delivery, dramatically reduce resolution times and elevate user experiences — empowering your teams to achieve efficiency, agility and measurable business impact.

1. Intelligent self-service and automation

Eliminate friction with natural language interactions that replace form-heavy portals. Persona-based AI agents understand context, guide users conversationally, and capture structured data automatically. Using the automation framework, you already can further reduce resolution times. Automated incident logging, service requests and knowledge search can reduce ticket volume by 30-40% while improving data quality and accelerating resolutions.

A screenshot of a chat conversation in an IT support interface called ITSM-AIVA-PILOT. The user reports that their laptop freezes when they try to submit expenses. The assistant asks the user to confirm their device (choice between MacBook-AIR or Dell Latitude), then follows up with questions about the nature of the freeze and which browser is being used. The user confirms they are using a MacBook-AIR and Google Chrome, and the assistant continues troubleshooting by inquiring if the freeze only happens on the expense submission page and if it is consistent or intermittent.

2. Augmented service desk operations

Empower analysts with AI-powered assistance that handles repetitive tasks, provides real-time guidance and automates ticket summarization and routing. Context-aware agents elevate new analysts, improve consistency and reduce average handle time by up to 30% — freeing your team to focus on complex, high-value work.

A screenshot from the ITSM-AIVA-PILOT interface displays an incident summary draft. The incident is titled "MacBook Air Freezes During Expense Submission in Chrome." The description details that the issue involves a MacBook Air in Australia freezing during expense submission in Google Chrome, occurring specifically on the Expense Hub page and consistently affecting only the specific user (David) in the IT team. The scope, urgency, and absence of a current resolution are noted. Above the draft, there are options to "Create Incident" or "Chat with Live Agent." At the bottom, there is confirmation feedback with a green check mark and the text "Looks good."

3. Predictive intelligence & proactive operations

Shift from reactive firefighting to proactive prevention with AI-powered insights and analytics. Continuous monitoring, incident correlation, and predictive alerts detect and prevent disruptions before they impact the business. Automated diagnostics, asset lifecycle optimization and policy-driven remediation reduce MTTR while improving operational resilience across distributed infrastructure.

A screenshot of an IT incident correlation dashboard. The left panel lists various incident clusters by name, such as "Browser Performance Issues," "Issue with VPN," and "My outlook is broken," along with the time since creation. The main panel on the right displays details for the selected cluster "Issue with VPN," showing cluster details (status, number of incidents, impact, category, and region). Below, a table lists correlated incidents including incident numbers, summary, impact, status, region, relevance, reported dates, and assignment information. Cluster actions include "Terminate Cluster," "Link," "Unlink," and "Assign as Parent." The interface uses a clean, modern design with search and sorting features.

Drive measurable business outcomes

Organizations deploying Ivanti Neurons AI Self-Service Agent achieve transformative results:

  • Minimize operational disruptions: Achieve continuous service delivery with automated workflows and intelligent routing — even during periods of rapid change or high demand.
  • Strengthen data quality and consistency: Improve ticket data accuracy through conversational capture, ensuring proper categorization, routing and compliance.
  • Optimize resource utilization and reduce costs: Cut low-complexity ticket volume by allowing analysts to focus on strategic initiatives that drive innovation.
  • Accelerate resolution and enhance productivity: Decrease average resolution time with natural language flows, automated knowledge access and guided troubleshooting.
  • Future-proof IT operations: Automate service delivery, boost analyst productivity, and support digital transformation with AI-powered intelligence and unified controls.
  • Improve employee experience: Increase user satisfaction through friction-free, conversational interactions that make IT services accessible and intuitive.
  • Enable predictive operations: Prevent disruptions with AI-powered insights, reducing mean time to detect (MTTD) and enabling proactive infrastructure management.
  • Ensure governance and compliance: Maintain policy adherence with built-in security controls, visibility rules and workflow approvals across all autonomous actions.

Today’s agentic AI framework to empower tomorrow

Ivanti has built an agentic AI framework that will enable your organization to unlock operational excellence through persona-based AI agents. Tailored for critical ITSM workflows, these autonomous agents work together to deliver complete visibility, automation and support.

Starting with our self-service agent — your employees’ digital teammate — which offers a conversational gateway to IT, replacing traditional forms with natural language interactions. This approach decreases ticket volume and enhances data quality through guided information capture, resulting in faster resolutions and higher employee satisfaction.

A screenshot from the ITSM-AIVA-PILOT interface displays a knowledge article response to a user named David about Google Chrome freezing when using the Expense Hub on a Mac. The article identifies the issue as common, especially with the Writer extension enabled. It provides troubleshooting steps: disabling the Writer extension, clearing browser cache and cookies, updating Google Chrome, and restarting the Mac. Additional suggestions include using a different browser if the issue persists. The article lists relevant internal resources and asks the user if the information resolved their issue, with options to select "Yes" or "No."

Why Ivanti: The agentic AI advantage

Only Ivanti combines hyper-automation, contextual intelligence, and agentic autonomy to deliver end-to-end service optimization that works for you.

  • True agentic intelligence with persona-based agents that plan, orchestrate and execute autonomously.
  • Universal bot architecture supporting interchangeable components for extensibility and consistency.
  • Knowledge-aware automation leveraging curated policies for consistent, compliant resolutions.
  • Built-in security and governance with visibility rules, workflow approvals and controlled data access.
  • Admin control and configurability to align automation with your unique processes and requirements.
  • Unified platform where AI is core — not bolted on — delivering intelligent operations at scale.

Get started today

Transform your IT service management with intelligent automation that delivers real business value. Connect with Ivanti experts to discover how agentic AI can drive efficiency, quality and resilience at scale.

Connect with our team today

  • Schedule a personalized demo
  • Discuss your organization's ITSM and AI challenges
  • Develop a roadmap for agentic AI implementation
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