Cherwell Service Management vs Ivanti Neurons for ITSM comparison

Cherwell Service Management and Ivanti Neurons for ITSM are both solutions in the Help Desk Software category. Cherwell Service Management is ranked #28, while Ivanti Neurons for ITSM is ranked #14 with an average rating of 8.3. Cherwell Service Management holds a 1.7% mindshare in HDS, compared to Ivanti Neurons for ITSM’s 2.2% mindshare. Additionally, 80% of Cherwell Service Management users are willing to recommend the solution, compared to 92% of Ivanti Neurons for ITSM users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,086 Views
923 Comparison Views

80% willing to recommend

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,793 Views
1,488 Comparison Views

92% willing to recommend

Cherwell Service Management

Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Ivanti Neurons for ITSM and Cherwell Service Management are both IT service management solutions focused on enhancing service delivery. Ivanti Neurons for ITSM is perceived to have an edge due to competitive pricing and customer support satisfaction, while Cherwell is seen as a stronger choice for those requiring robust features.

Features: Ivanti Neurons for ITSM is equipped with AI-driven ticket automation, proactive service resolutions, and a user-friendly interface. Cherwell Service Management offers highly customizable workflows, strong integration capabilities with third-party solutions, and a comprehensive service catalog management system.

Room for Improvement: Ivanti Neurons for ITSM could enhance its customization options further, expand third-party integrations, and improve its reporting capabilities. Cherwell Service Management could work on simplifying its setup process, speeding up its customer service responsiveness, and reducing the overall complexity of configuration options.

Ease of Deployment and Customer Service: Both Ivanti and Cherwell offer cloud and on-premise deployment. Ivanti is noted for simpler and faster deployment, reducing potential downtime. In contrast, Cherwell's deployment is more comprehensive, often requiring more expertise. Ivanti's customer service is quick and responsive, while Cherwell provides detailed but slower support.

Pricing and ROI: Ivanti Neurons for ITSM is competitively priced, offering a promising ROI through its automation features and reduced manual interventions. Cherwell's higher setup costs reflect its more extensive feature set and customization capabilities, providing an adequate ROI for large-scale implementations requiring detailed customization.

To learn more, read our detailed Cherwell Service Management vs. Ivanti Neurons for ITSM Report (Updated: March 2026).

Buyer's Guide

Cherwell Service Management vs. Ivanti Neurons for ITSM

March 2026

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Helped 885,286 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Cherwell Service Management

Ranking in Help Desk Software

28th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Ivanti Neurons for ITSM

Ranking in Help Desk Software

14th

Ranking in IT Service Management (ITSM)

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.7%, up from 0.5% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.2%, up from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Ivanti Neurons for ITSM	2.2%
Cherwell Service Management	1.7%
Other	96.1%

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Rajat_Srivastava

Manager - Technical Support at a tech vendor with 10,001+ employees

Has helped streamline ticketing and change management while offering clear documentation support

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Its integration features, orchestration features, and discovery tools are the most valuable."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The dashboard is very useful to get a quick overview of current tasks."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"We use the solution every day and quite extensively."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"All our activities are carried out in the one place."

"The most valuable features are problem management and change management."

More Cherwell Service Management pros

"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."

"This is an excellent alternative to ServiceNow for smaller companies."

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

"This is an excellent alternative to ServiceNow for smaller companies."

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

"The solution is easy to use and has a user-friendly interface."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

"The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments and when we go to the group assignment they can assign it to me there."

More Ivanti Neurons for ITSM pros

Cons

"Access is only available if we're on VPN."

"The stability, specifically in the on-premises deployment model, could be improved."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Agile delivery should be supported."

More Cherwell Service Management cons

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."

"There is room for improvement in terms of response time. The support team takes a long time to respond."

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"The patching for non-Windows OSes such as Linux is poor."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

"There's a lack of integration with other products. This needs to be improved."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"The price is on the higher side. The support is included in the standard licensing fees."

"The product is affordable for small businesses."

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Manufacturing Company

11%

Healthcare Company

10%

Energy/Utilities Company

10%

Manufacturing Company

11%

Computer Software Company

10%

Financial Services Firm

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	6

Questions from the Community

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What needs improvement with Ivanti Neurons for ITSM?

Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...

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What is your primary use case for Ivanti Neurons for ITSM?

What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addressing tasks such as server patching, workstation patching, BIOS updates, and driv...

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What advice do you have for others considering Ivanti Neurons for ITSM?

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Compared 5% of the time

Hornbill Systems Supportworks vs Cherwell Service Management

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ServiceNow vs Ivanti Neurons for ITSM

Compared 15% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 5% of the time

IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM

Compared 5% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Cherwell Service Management product report

Buyer's Guide

Ivanti Neurons for ITSM

March 2026

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Also Known As

No data available

HEAT Service Management

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Buyer's Guide

Cherwell Service Management vs. Ivanti Neurons for ITSM

March 2026

Free Report: Cherwell Service Management vs. Ivanti Neurons for ITSM

Find out what your peers are saying about Cherwell Service Management vs. Ivanti Neurons for ITSM and other solutions. Updated: March 2026.

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