IT Management / IT Service Management (ITSM) Software

Ivanti ITSM Review, Pricing, Pros & Cons

Ivanti ITSM is Ivanti's enterprise IT service management product for service desk, incident, request, problem, change, asset, knowledge, self-service, and related ITIL processes.

Research by Global Tool Radar Research SystemEvidence checked: Oct 7, 2026AI-assisted · No Global Tool Radar hands-on testView research methodology

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Buying snapshot

Quick buying snapshot

A compact view of who this tool fits, what it costs, and what to confirm before choosing it.

Best for

An enterprise IT service desk needs ITIL-aligned incident, request, problem, change, knowledge, service-catalog, and SLA workflows: The exact product is positioned for enterprise service management and Ivanti identifies 14 ITIL 4-certified practices across the core ITSM process set.
The organization wants ITSM plus IT asset management and discovery in the current ITSM package: The current service-management portfolio explicitly includes IT Asset Management and Discovery in the ITSM solution package.

More buying conditions

The organization requires deployment choice between cloud, on-premises, and hybrid environments: Ivanti explicitly supports all three deployment models for the exact ITSM product.
Federal or public-sector IT needs a FedRAMP-authorized ITSM environment: The current FedRAMP Marketplace lists Ivanti Neurons for ITSM as FedRAMP Certified at Moderate impact.
Employees should be able to create or track IT requests from Microsoft Teams: Ivanti's current help documentation supports incident creation, service requests, status checking, and analyst chat from Teams.

Not for

A FedRAMP deployment requires the same current Ivanti AI feature set available in standard SaaS: Ivanti states that its current AI capabilities are not available for FedRAMP environments.

Pricing

Ivanti ITSM is currently sold as an analyst-based subscription. An official Ivanti demo/pricing FAQ describes named and concurrent analyst licenses, or a mix, but the current exact-product U.S. page does not expose a numeric amount. The current 2026 service-management portfolio structures scope around ITSM, broader ESM, and optional Autonomous Endpoint Management rather than the older four-package ladder.
Paid amounts unverified — check official pricing

Free or trial access

No current time-limited trial term was verified from an accessible Ivanti page in this run. A product-specific Ivanti trial URL was discoverable but could not be publicly opened, so no trial duration or entitlement is inferred.

Product scope

Product functionality and purchase scope

Ivanti ITSM is Ivanti's enterprise IT service management product for service desk, incident, request, problem, change, service catalog, knowledge, SLA, asset/discovery and related ITIL workflows. The current ITSM solution package also includes IT Asset Management, Analyst AI Assist, Discovery, and the Ivanti Neurons Platform.

Product checked: Oct 3, 2026

Functionality reviewed

Current Ivanti ITSM / Ivanti Neurons for ITSM exact product
Current ITSM solution package including IT Service Management, IT Asset Management, Analyst AI Assist, Discovery, and Neurons Platform
Cloud, on-premises, and hybrid deployment of Ivanti ITSM
Current FedRAMP-authorized Ivanti Neurons for ITSM government environment

Non-target functionality excluded from scoring

Ivanti Enterprise Service Management as a broader solution package beyond the exact ITSM target
Autonomous Endpoint Management as an optional add-on / broader solution
Ivanti Neurons iPaaS as a separately purchased add-on
Self-Service AI Agent when purchased as an add-on to ITSM or included through broader ESM/AEM scope
Older four-package ITSM Professional / Enterprise / Premium / Enterprise Premium marketing structure as the current 2026 exact-product plan ladder
Temporary demo or trial access as a pricing plan

Purchase paths

Pricing checked: Oct 3, 2026

Microsoft Azure Marketplace through Carahsoft: Ivanti Neurons for ITSM is available through Microsoft Azure Marketplace via Carahsoft. No route-specific current numeric U.S. price was captured in this run.
Ivanti Enterprise Service Management: The broader ESM solution package includes the ITSM package plus additional employee-service, facilities, GRC, PPM, security-operations, and Self-Service AI Agent capabilities.

Pricing plans

Ivanti ITSM pricing table

Pricing checked: Oct 3, 2026

Official factConfidence 97%3 linked sources

The exact current target is modeled as one paid Ivanti ITSM subscription with analyst-based licensing and no captured numeric U.S. amount. No public priced unit amount, payment timing, minimum purchase, minimum contract commitment, renewal terms, or implementation amount was established from the accessible current exact-product pages. Self-Service AI Agent and Ivanti Neurons iPaaS are separately scoped add-ons, and broader ESM/AEM packages should not be treated as base ITSM plan prices.

Official pricing page

Pricing cautions

No numeric U.S. ITSM license amount was captured on the reviewed current exact-product page: Ivanti exposes Contact Sales rather than a numeric amount, so a deterministic license-cost comparison requires direct commercial confirmation.
The licensing model is analyst-based, but public numeric analyst rates were not captured: A current Ivanti pricing FAQ describes per-analyst subscription licensing with named and concurrent analyst options but does not provide a numeric U.S. amount in the captured state.
Current portfolio packaging differs from older still-accessible four-package ITSM pages: Current 2026 service-management materials organize the portfolio around ITSM, ESM, and optional AEM; buyers should bind quotes to the current package and included components rather than assuming older package names remain the active plan ladder.
Some AI and integration capabilities are separately scoped or deployment-limited: Self-Service AI Agent can be an add-on to ITSM, iPaaS is sold as an add-on, and AI availability is limited by SaaS/version and FedRAMP conditions.
A current free-trial term was not verified: The exact product page offers a demo, while a discovered product-specific Ivanti trial URL could not be opened in this run; trial duration and eligibility therefore remain unverified.

PlanPriceKey differencesBest for

Ivanti ITSMSupporting pricing evidencePaid amount was not obtained from the captured evidence

Analyst-based subscription licensing: Named analyst licenses, concurrent analyst licenses, or a mix; Current Ivanti ITSM subscription model.
Current ITSM solution package: IT Service Management, IT Asset Management, Analyst AI Assist, Discovery, and Neurons Platform; Current service-management portfolio.
Deployment options: Cloud, on-premises, or hybrid; Current Ivanti ITSM.
ITIL-aligned practices: 14 ITIL 4-certified practices; Current Ivanti ITSM.
AI version/deployment requirement: ITSM 2024.2 or later on SaaS; AI features.

Enterprise IT service desk and service-management teams that need ITIL-aligned workflows, integrated asset/discovery capabilities, AI-assisted analyst workflows, and flexible cloud, on-premises, or hybrid deployment.

What is included, connected, or sold separately

Product scope

What is included, connected, or sold separately

Material capabilities are separated by their verified relationship to the target product.

Ivanti Neurons iPaaS with 1,000+ application connectorsAdd-on

Ivanti explicitly describes iPaaS as an add-on to existing ITSM or ITAM licenses.

Plan: Ivanti ITSM: Optional add-onIvanti Neurons iPaaS

Official source

Self-Service AI Agent available as an add-on to the core ITSM packageAdd-on

Current materials place Self-Service AI Agent in broader ESM/AEM and state that it can be added to ITSM.

Plan: Ivanti ITSM: Optional add-onIvanti Self-Service AI Agent

Official source

Current ITSM package with service management, IT asset management, Discovery, Analyst AI Assist, and Neurons PlatformIncluded capability

Current 2026 portfolio materials identify these as components of the ITSM solution package.

Official source

FedRAMP Certified Moderate Ivanti Neurons for ITSM government environmentIncluded capability

FedRAMP authorization applies to the government environment; current AI capabilities are not available there.

Official source

Microsoft Entra ID workforce identity/data integrationNative integration

Current help documentation establishes the integration; it is not supported in FedRAMP environments.

Microsoft Entra ID

Official source

Microsoft Teams incident, service-request, status, and analyst-chat integrationNative integration

Current Ivanti ITSM help documents the integration directly.

Microsoft Teams

Official source

Slack connectivity through the optional Ivanti Neurons iPaaS connector catalogThird-party integration

Slack is listed among iPaaS connectors; iPaaS is a separately licensed Ivanti add-on.

Plan: Ivanti ITSM: Optional add-onSlack

Official source

How the score is calculated

Scoring method

How the score is calculated

The score uses the category-specific buying dimensions below and their displayed weights.

This page is based on public product information, official sources, structured feature data, and AI assessment. It is not a hands-on lab test unless explicitly stated. Confidence percentages describe our research indicators, not the probability that a claim is true or a measured accuracy rate.

Evidence confidence: 84%
AI claim confidence: 98%
Required-field evidence status: 100%
Evidence freshness: 100%
Field traceability: 100%
Model agreement: 87%

Why this confidence level

Evidence confidence uses source level and claim-to-source support; AI claim confidence is shown separately.
Required-field evidence status measures whether weighted required claims have evidence links; it does not mean every product behavior was independently verified.
8 of 8 weighted claims have evidence links.
5 A1 documentary official sources and 7 A2 official product sources are linked.
6 independent review sources are retained, including 0 professional sources with an explicit hands-on method.
No weighted claim is past the review window.
No blocking evidence conflict was identified.

Incident resolution workflow25%

Ivanti documents incident workflows, ticket classification and summarization assistance, and Teams-based incident creation; buyers should confirm that analyst assignment and escalation behavior matches their service desk.

Change and problem control20%

The verified ITIL-aligned practice set and documented change workflows support controlled service operations; teams should confirm the specific approval, risk, problem-investigation, and remediation processes they need.

Request and service catalog quality20%

Request management, service catalog, self-service, and Teams service-request submission are documented; buyers should verify the catalog and fulfillment configuration needed for their own services.

SLA and escalation automation15%

SLA workflows are part of the documented ITSM scope and Analyst AI Assist supports ticket work, while the supplied facts do not detail breach alerts or escalation rules; buyers should validate those rules against their commitments.

ITSM reporting and governance10%

Discovery, Neurons Platform, and documented service-management workflows provide a basis for operational oversight, but the supplied facts do not detail report coverage or audit trails; teams should confirm those outputs and governance controls.

Knowledge and self-service fit10%

Knowledge, self-service portal, virtual agents, and omnichannel delivery are documented, while the Self-Service AI Agent may require a separate add-on; buyers should confirm the exact self-service scope and deployment.

Public review signals

Ratings and themes reported by public review sites

G2: 4/5 (324 reviews); GetApp: 3.9/5 (15 reviews); PeerSpot: 4.1/5 (22 reviews); Software Advice: 3.9/5 (15 reviews); SoftwareReviews: 8.1/10 (190 reviews); TrustRadius: 6.4/10 (42 reviews and ratings)

Public review signals updated: Oct 7, 2026

Commonly reported strengths

G2's aggregate review summary highlights usability, workflow automation and flexible customization.