Ivanti brings agentic AI to IT management with Neurons
Ivanti is rolling out an AI expansion to its Neurons platform with autonomous agents for IT Service Management, endpoint security, and asset intelligence. The pitch is simple: less reactive work, more automated resolution, and cleaner visibility across your estate. As CEO Dennis Kozak puts it, "Our strategy is grounded in practical innovation-embedding AI directly into the workflows our customers rely on every day."
Why this matters for management
- Reduce ticket volume and mean time to resolution with goal-oriented AI agents that handle requests end to end.
- Lower risk and operating costs by automating endpoint management, compliance, and remediation.
- Make smarter renewal and consolidation decisions with real-time software and asset insights, including license and vulnerability data.
What's new
AI agents for ITSM: Natural, conversational agents resolve incidents and requests from start to finish. They triage, route, and complete tasks autonomously-freeing your Service Desk to focus on exceptions and higher-value work.
Autonomous Endpoint Management: Combines Digital Employee Experience (DEX), Unified Endpoint Management (UEM), and security to manage, secure, and remediate devices without human intervention. That means proactive compliance, fewer manual touchpoints, and scalable control as fleets grow.
Unified visibility for assets: Ivanti Neurons for Discovery merges software estate data with exposure management. Built-in license management and centralized vulnerability management give you a single view for cost control and risk decisions.
Robert Hanson, CIO at Grand Bank, sees the upside: "With natural language, self-service automation at the forefront, and intelligent auto triage and routing enabled by Ivanti's established AI and automation capabilities, we can deliver 24/7 support while freeing our Service Desk to focus on complex challenges."
How the agents work (in practice)
- Users describe the issue in plain language; the agent confirms context and desired outcome.
- The agent pulls relevant data (device, user, app, policy), executes fixes, and documents actions.
- Escalation rules kick in only when confidence is low or risk is high.
- All steps are logged for audit, KPIs, and post-incident review.
What to validate in a pilot
- Guardrails: Role-based access, change approvals, and rollback plans.
- Data boundaries: Handling of tickets, device data, and PII; retention settings.
- Integrations: ITSM, CMDB/asset, UEM, IDP, EDR, and patching workflows.
- Confidence thresholds: When to auto-resolve vs. require human approval.
- Auditability: End-to-end logs, analytics, and incident documentation.
Metrics to track
- Incident deflection rate and first-contact resolution
- Mean time to resolution (by category)
- Patch latency and exposure window for critical vulns
- Device compliance and remediation success rate
- License reclamation and software cost avoidance
Timeline and next steps
A customer preview starts this quarter, with general availability later this year. If you're evaluating, set up a controlled pilot with clear success criteria and a small set of high-volume request types (password resets, software installs, device health checks) to prove value fast.
- Prioritize 3-5 use cases with measurable outcomes.
- Define escalation rules and approvals before go-live.
- Enable reporting to show savings, risk reduction, and user satisfaction.
For more product specifics and rollout options, see Ivanti Neurons.
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