Work smarter, not harder. With Ivanti’s suite of service management solutions, you can reduce costs, optimize service performance, and create a secure, agile environment that is ready for the future.
Whether your focus is delivering core service and asset management, broadening your service management offering to new processes, departments or lines of business, reducing service escalations and accelerating incident resolution through intelligent automation, or any combination of these, Ivanti offers a service management solution package that's right for you and your organization.
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 organization the resilience to seamlessly meet the challenges of today and tomorrow.
Gain full visibility of all your assets to deliver improved service, and set the foundation for expanding to autonomous endpoint management.
The ITSM solution package includes the following modules:
Ivanti’s AI-driven ITSM goes beyond faster incident resolution. It lets your organization operate smarter and more efficiently. And delivers AI-enabled capabilities that enhance end user experience. By leveraging proactiveAI insights alongside Ivanti’s automated self-healing and remediation, you can minimize downtime, reduce operational costs, and allow your teams to focus on innovation.
Improve the way employees get support while boosting both speed and precision. Provide immediate more personalized support, reduce wait times and proactively remove potential employee frustrations. As AI agents adapt and learn from each interaction, organizations can continuously optimize the digital workplace, ensuring technology consistently meets the evolving needs and expectations of their teams.
If your organization is looking to extend service management beyond IT, Ivanti provides agentic AI-guided experiences across HR, facilities, security and more with our Enterprise Service Management (ESM) solution package – the complete solution for the connected, intelligent enterprise.
This solution includes all the capabilities provided in the ITSM solution package, plus the following modules:
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 one ecosystem, one source of truth and one streamlined operation driven by intelligent endpoint management that leverages AI-driven automation, predictive analytics and proactive protection.
Not all service management platforms are created equal. Ivanti delivers comprehensive capabilities, advanced intelligence, and enterprise-grade scalability that modern IT and business teams require within a single unified ecosystem grounded in trusted data to serve as a true system of record. Give your team the context they need to act with confidence.
Ivanti Neurons acts as the connective tissue across your entire service management environment. 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.
We have integrated AI into the core of Ivanti’s service management workflows. Our AI architecture enables intelligent ticket classification, AI-powered 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 empowered to focus on work that truly drives the business forward.
Many organizations 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 unified, shared view of your environment. One ecosystem. One source of truth. One streamlined operation that closes vulnerabilities faster and keeps your organization continuously compliant.
Ivanti’s enterprise service management capabilities go far beyond IT. Whether you are extending service delivery to HR, legal, finance, or facilities, our platform scales to meet your needs—without costly reconfiguration or additional vendors. As your organization grows and evolves, Ivanti grows with you, delivering consistent, high-quality service experiences across every team, department, and location.
Ivanti provides flexible service management options designed to meet your business needs and scale as you grow.
| ITSM
For the team that needs modern and best-in-class IT service management, asset management and discovery capability.
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ESM
For the enterprise that's ready to deliver intelligent service management across the organization.
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Autonomous Endpoint Management
Extend service management with this add-on that unifies IT and Security.
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|---|---|---|---|
| Self Service Portal | ✓ | ✓ | ✓ |
| Incident Management | ✓ | ✓ | ✓ |
| Problem Management | ✓ | ✓ | ✓ |
| Change Management | ✓ | ✓ | ✓ |
| Release Management | ✓ | ✓ | ✓ |
| Request Management | ✓ | ✓ | ✓ |
| Event Management | ✓ | ✓ | ✓ |
| Configuration Management | ✓ | ✓ | ✓ |
| Knowledge Management | ✓ | ✓ | ✓ |
| Service Level Management | ✓ | ✓ | ✓ |
| Reporting/Dashboards | ✓ | ✓ | ✓ |
| Omni Channel/Mobile | ✓ | ✓ | ✓ |
| IT Asset Management 1 | ✓ | ✓ | ✓ |
| Asset Discovery | ✓ | ✓ | ✓ |
| Analyst AI Assist 2 | ✓ | ✓ | ✓ |
| Neurons Platform 3 | ✓ | ✓ | ✓ |
| Self-Service AI Agent | ✓ | ✓ | |
| HR Service Management | ✓ | ✓ | |
| Facilities Service Management | ✓ | ✓ | |
| Governance, Risk and Compliance (GRC) | ✓ | ✓ | |
| Project Portfolio Management (PPM) | ✓ | ✓ | |
| Security Operations Management | ✓ | ✓ | |
| Unified device management across Windows, MacOS, iOS, Android and IoT | ✓ | ||
| OS provisioning | ✓ | ||
| Autonomous Patch Management | ✓ | ||
| App distribution | ✓ | ||
| Self-service catalog | ✓ | ||
| Remote support | ✓ | ||
| Dex-Score and real-time intelligence | ✓ | ||
| Fleet level closed loop remediation | ✓ |
1 IT Asset Management includes vendor management, contract management, shipments, invoicing, procurement, asset lifecycle and stock management.
2 Analyst AI Assist includes incident correlation, ticket classification, ai summarization, auto translation, ai assisted writing, knowledge generation and dashboard widget generation.
3 Neurons Platform includes bot execution framework, universal bots (manual), mcp server, insights and recommendations and audit and governance.
Add key capabilities to your service management environment.
Enterprise Service Management (ESM) is a strategic approach that extends the principles of IT Service Management (ITSM) to support and optimize the delivery of services across the entire organization, not just the IT department. ESM aims to improve efficiency, enhance user experience, and align service delivery with business goals by applying a consistent, standardized framework.
An enterprise service management platform ought to offer built-in support, including self-service portals and workflows designed for non-IT departments like HR and facilities. 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.
AI significantly enhances enterprise service management (ESM) software by automating ticket routing and prioritization, predicting maintenance needs, and providing immediate responses through chatbots and virtual assistants. It also offers advanced analytics and reporting, personalizes 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. These integrations lead to higher efficiency, better service quality, and greater user satisfaction, making ESM software more effective and user-friendly.
Enterprise Service Management (ESM) solutions can be utilized across a wide range of departments within an organization. IT departments can leverage ESM to streamline incident management, change management, and service desk operations. Human Resources (HR) can use ESM to manage employee onboarding, benefits administration, and performance reviews. Facilities management can benefit from ESM for maintenance scheduling, space management, and asset tracking. Finance departments can use ESM for procurement processes, expense management, and budget tracking. Customer service teams can enhance their operations with ESM by managing customer inquiries, service requests, and feedback. Overall, ESM solutions provide a unified platform that improves efficiency, enhances collaboration, and ensures consistent service delivery across all these departments.
Enterprise Service Management (ESM) software and IT Service Management (ITSM) tools both aim to improve service delivery, but they serve different scopes and audiences within an organization. ITSM tools are specifically designed to manage and optimize IT services, focusing on areas like incident management, change 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. On the other hand, ESM solutions extend these capabilities beyond the IT department to encompass a broader range of business functions. ESM can be used by HR, facilities, finance, and customer service departments to manage a variety of service requests and processes. ESM provides a more holistic approach, offering a unified platform that supports cross-departmental collaboration and standardizes service delivery across the entire organization. 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 organization-wide.
Make your ITSM expansion effortless and efficient with Ivanti.