Tool profile
Ivanti Neurons for ITSM: cost, fit and limits
Ivanti Neurons for ITSM is an IT service management product made by Ivanti, Inc. that handles requests, incidents and assets on the Ivanti Neurons platform, with AI ticket classification, summarization and an agentic self service assistant in its Premium tier.
What to know first
Ivanti sells this product in two packages, Ivanti ITSM and ITSM Premium, and both are priced by quote only. The service management page lists AI Analyst Assist in the standard package and a Self Service AI Agent, workflow automation for other departments and remote support in Premium. Endpoint management is a separate add-on. This is not the Ivanti Neurons for ITAM product, which is an asset management offering in another category on this site.
Ivanti Neurons for ITSM at a glance
| Maker | Ivanti, Inc., United States |
|---|---|
| Free plan | No |
| Entry price | Quote only |
| API access | Yes |
| Category | Best AI ITSM Software in 2026, rank 12 of 12 |
| Website | ivanti.com/service-management |
Who Ivanti Neurons for ITSM is best for
Existing Ivanti endpoint customers
A buyer who already manages devices with Ivanti can add the optional Autonomous Endpoint Management plug-in and tie device actions to service tickets in one vendor relationship.
IT teams that want asset records in the service desk
Ivanti ITSM lists IT Asset Management with lifecycle, stock, vendor and contract tracking, so asset data sits next to incidents rather than in a separate tool.
Organizations extending the desk to HR and facilities
ITSM Premium adds Enterprise Service Management Workflows for HR, facilities and security processes, which suits a company that wants one request portal beyond IT.
Ivanti Neurons for ITSM plans and pricing
| Plan | Price | What it includes |
|---|---|---|
| Ivanti ITSM | Custom quote | Core service and asset management, IT Asset Management, the Neurons Platform and AI Analyst Assist for agents, as listed in the page footnotes. |
| Ivanti ITSM Premium | Custom quote | Everything in Ivanti ITSM plus Enterprise Service Management Workflows, a Self Service AI Agent, remote support, custom action bots, end-user surveys and Real-time Edge Intelligence. |
| Autonomous Endpoint Management | Custom quote | An optional plug-in sold on top of a service management package, linking endpoint management to ITSM workflows. |
Checked November 2026.
What Ivanti Neurons for ITSM does
- Analyst Assist AI
- Ivanti says AI is built into ticket classification, summarization and content generation, with an assistant for agents. The page footnotes place Analyst Assist in the standard Ivanti ITSM package.
- Self Service AI Agent
- ITSM Premium lists an agentic self service assistant for end users, so routine requests can be answered or fulfilled before they ever reach a human service desk agent.
- Enterprise service workflows
- Premium adds workflows for HR, facilities and security requests, so the same portal and ticket engine serve departments beyond IT and one request catalog covers the whole company.
- IT asset lifecycle
- Asset management covers the full lifecycle, stock, vendor and contract records, and barcode scanning, which keeps hardware data tied to the tickets that touch it.
- Governance, risk and compliance
- A module tracks authority documents, controls and risks in one system, which helps teams that need audit evidence to sit next to their service data and change records.
How Ivanti Neurons for ITSM handles your data
The vendor's privacy policy says personal data is retained as allowed by law and under the retention periods set in agreements with business customers. It also says personal data is transferred to the United States and other countries. Whether customer ticket content trains AI models is not stated on the pages read, and no hosting region choice was found. The trust page opened is a third-party status page and the security page covers network security, so no SOC 2 or ISO 27001 statement was located. Ask Ivanti for these in writing before signing.
Where Ivanti Neurons for ITSM falls short in practice
- No public price. Neither package shows a price, a billing basis, a free plan or a trial on the pages read, so a budget comparison starts only after a sales conversation.
- Agentic AI sits in the higher tier. The Self Service AI Agent is listed under ITSM Premium, so a buyer who wants end-user automation cannot get it from the standard package and must upgrade.
- Endpoint features are an extra purchase. Autonomous Endpoint Management is an optional add-on, which raises the total cost for teams that expected device actions to come bundled with the service desk package.
- Security evidence is thin. No certification statement or data location was found on the pages read, so a regulated buyer must request audit reports and a data processing description directly from Ivanti.
Works with
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Ivanti Neurons for ITSM: common questions
How much does Ivanti Neurons for ITSM cost?
Ivanti publishes no price. The service management page offers a quote request for Ivanti ITSM and ITSM Premium, and the billing basis (per agent, per user or other) is not stated on the pages read. Expect to get a figure only from sales.
Does Ivanti Neurons for ITSM have a free trial?
A free plan or trial is not stated on the pages read, so none should be assumed. A buyer who needs to test the AI features first should ask Ivanti for a proof of concept during the quote conversation. Ask for it early.
Is Ivanti Neurons for ITSM the same as Ivanti Neurons for ITAM?
No. Neurons for ITSM is the service desk product, while Neurons for ITAM is a separate asset management offering. ITSM includes IT Asset Management in its own package, but the vendor lists the two as different products. Check which one your quote covers.
Which AI features need the Premium tier?
The page footnotes place the Self Service AI Agent and the agentic AI label under ITSM Premium. AI Analyst Assist for service agents is listed in standard Ivanti ITSM, so the end-user automation is the part that needs the upgrade.
Does Ivanti state where ITSM customer data is hosted?
No hosting region was found on the pages read. The privacy policy only says personal data is transferred to the United States and other countries, so a buyer with residency rules should request hosting terms in writing. Ask before signing.