We use Ivanti Neurons for ITSM for service management as a service desk. So it has processes that are ITIL 4-certified by Pink Elephant, making it a Category One product. It has very standard benchmark processes already built inside it, and sometimes only out-of-the-box implementation works for some customers. Still, if required, there's a workflow builder and a solution builder within the platform where you can build new workflows and processes for different kinds of business users, perhaps in a large organization, and that's the flexibility of the product and the platform.
The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace. With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.
