ConnectWise PSA vs Ivanti Neurons for ITSM comparison

ConnectWise and Ivanti are both solutions in the Help Desk Software category. ConnectWise is ranked #16 with an average rating of 8.0, while Ivanti is ranked #12 with an average rating of 8.3. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

Ivanti Neurons for ITSM and ConnectWise PSA are products in the IT service management and professional services automation categories. Ivanti Neurons for ITSM appears to have an advantage in integration capabilities, while ConnectWise PSA stands out with strong automation features enhancing operational efficiency.

Features: Ivanti Neurons for ITSM features robust automation, AI capabilities, and a service catalog for streamlined service requests. The platform supports integration with third-party systems, providing flexibility and scalability. Additionally, its AI-driven support enhances IT operational efficiency. ConnectWise PSA provides comprehensive management tools, central management integration for up-to-date inventory tracking, and the ability to automate billing and project management processes. Its service agreements and ticketing system further streamline workflows.

Room for Improvement: Ivanti Neurons for ITSM could enhance its user interface to improve navigation and usability, expand its reporting capabilities for better business insights, and reduce complexity in customizing workflows. ConnectWise PSA may benefit from reducing the number of fields in its forms for ease of use, enhancing its search functionality, and improving integration processes with fewer required manual steps. Simplifying the setup of automation tools could also further benefit users.

Ease of Deployment and Customer Service: Ivanti Neurons for ITSM generally offers a straightforward implementation process with significant support options, making it accessible to various businesses. Its AI-driven support features provide an easier overall deployment experience. ConnectWise PSA features a user-friendly deployment model with extensive support channels. The platform's comprehensive support services ensure efficient installation and operational processes.

Pricing and ROI: Ivanti Neurons for ITSM has higher upfront costs but offers strong ROI due to its advanced feature set optimizing ITSM processes. This makes it a suitable investment for businesses seeking advanced capabilities. ConnectWise PSA is more cost-effective initially, appealing to cost-conscious businesses. It provides good value with a balanced cost-to-feature ratio, attractive for organizations focusing on budget management.

To learn more, read our detailed ConnectWise PSA vs. Ivanti Neurons for ITSM Report (Updated: June 2026).

Buyer's Guide

ConnectWise PSA vs. Ivanti Neurons for ITSM

June 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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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

"We have already seen ROI, and we are already clocking in around 7000 hours of savings per month in terms of productivity."

"The ability to automate repetetive tasks and processing that should not require human intervention."

"AA RPA has drastically reduced speed of execution and thus turn around time of processes, ensuring all service level agreements are met and our customers get a great experience."

"For an organization who is looking to do some business renovation, the solution can work well depending on its purpose and usage."

"The valuable features of Automation Anywhere really are around the ease of use. Our RPA program focuses on citizen development, and all of the developers have full-time jobs as accountants, and then they work in automation on the side when time allows."

"One of the features that we have used the most is an action in the Workbench called Object Cloning. We find that very reliable and very useful for implementing different business processes."

"We have seen more efficient processing and less number of errors due to quality control."

"We have definitely experienced an ROI in terms of saving, for example, the costs of service delivery contracts have come down because of our use of automation and it saves me around $100,000 a year."

More Automation Anywhere pros

"It's a nice ticketing system."

"ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later."

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

"It handles ticketing pretty well, and it's not something I have many critiques for."

"ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers."

"The product has been pretty stable so far."

"Contact integration to customers faster way to update the ticket searching for tickets when it is needed."

More ConnectWise PSA pros

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

"The integrations are quite simple and clear."

"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."

"HEAT Service Management is a great tool for assets, service desk, and customer service management."

"Ivanti Neurons allows me to adjust our workflow according to our needs."

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

"Understand that this product is a great investment."

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

More Ivanti Neurons for ITSM pros

Cons

"Especially while using v11, I often experience freezes with OCR extraction from PDF files."

"One of the main concerns with Automation Anywhere is the lack of a robust feature for capturing and managing information from the user interface, something competitors like Blue Prism already offer."

"In the next release, I think it has to be more compatible when deployed with the Citrix environment."

"One thing I learned with Co-Pilot is that it is very static. For instance, when dealing with tables and their headers, I must program them in a form. If my build changes, I have to return to my form and update the table titles. Features like looping are missing from Co-Pilot."

"What I don't like about Automation Anywhere is that its troubleshooting tools need to be improved because they usually take a long time to solve problems as they come up."

"We face issues when we need to increase volumes. Currently, it is failing for some reason, and we don't know the reason. It fails or stops, then we need to see what is going on. We have to fix that, then our developers need to rerun it. These are mostly practical challenges for our team who uses it on daily basis."

"When it comes to Citrix automation, AA should improve or add more features in such a way that all the commands should work when automating a Citrix application."

"Unfortunately, this process was not used for a long time due to latency issues and a functionality gap."

More Automation Anywhere cons

"The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

"The cloud platform has some slow days, which is an issue."

"The speed could be better, and the reporting could be a lot better."

"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."

"The tracking inventory or the way it tracks the products is not very good."

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"Sometimes it is a little bit slow, which is the only complaint I have about it."

More ConnectWise PSA cons

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

"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."

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

"Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices."

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

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

"Currently, the solution only supports SOAP web services, but a REST interface is on the roadmap and has been confirmed for mid-next year."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"Annual licensing costs would be about $100,000."

"The cost of Automation Anywhere is high in Turkey due to the weak economy."

"Our licensing costs are setup on an annual basis."

"We have seen ROI in terms of cost and time with a couple of our projects."

"I would rate the cost an eight out of ten, with ten being the highest cost."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

"It is affordable for us."

More Automation Anywhere pricing and cost advice

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"We're paying $940 a month for 14 users."

"The pricing of ConnectWise Manage is reasonable."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

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

"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 product is affordable for small businesses."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

17%

Financial Services Firm

Performing Arts

Manufacturing Company

11%

Financial Services Firm

Computer Software Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	3
Large Enterprise	6

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

See all answers

What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

See all answers

What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

See all answers

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

I think the pricing aspect is cost-efficient.

See all answers

What needs improvement with Ivanti Neurons for ITSM?

Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devi...

See all answers

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

I use this product for patch management, remote access, and endpoint control.

See all answers

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

June 2026

Download ConnectWise PSA product report

Buyer's Guide

Ivanti Neurons for ITSM

June 2026

Download Ivanti Neurons for ITSM product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

ConnectWise Manage

HEAT Service Management

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

Ivanti

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

Ivanti Neurons for ITSM provides a comprehensive suite for automation, integration, and service management. With AI-driven hyper-automation and flexible self-service, it streamlines ticketing and incident management, enhancing productivity with efficient device management across different platforms.

Ivanti Neurons for ITSM is a dynamic platform designed for IT service management, offering robust features like hyper-automation and AI-enhanced functionalities. With a powerful service catalog, seamless patch and asset management, and advanced incident handling capabilities, it caters to diverse operational needs. Its intuitive interface supports device management across platforms, enhancing productivity through automatic updates. While valuable for its cost-effectiveness and stability, users note areas for improvement, particularly in non-Windows patching, integration versatility, and regional support.

What are the key features?

Hyper-Automation: Leverages AI for efficient task automation and problem-solving.
Service Catalog: Provides a diverse range of predefined service templates for easy access.
Incident Management: Streamlines ticket handling and resolution processes.
Patch Management: Enhances system security with automated patch deployment.
Cloud Neurons: Offers productivity tools with automatic updates to services.

Which benefits do customers look for?

Cost-Effectiveness: Provides stable and affordable service management solutions.
Enhanced Productivity: Increases efficiency with automated processes and updates.
Ease of Use: Facilitates device management with an intuitive interface across platforms.
Flexibility: Adapts to different organizational configurations and needs.

Ivanti Neurons for ITSM is widely implemented across service desks as an ITIL 4-certified system, supporting workflows like server patching, remote access, and incident handling. It aids digital transformation in HR and finance, being user-friendly for end-users while allowing deep configurability for managers. Key sectors benefiting include IT, HR, and finance, where it supports task-specific needs with specialized functionalities.

Ivanti

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

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

ConnectWise PSA vs. Ivanti Neurons for ITSM

June 2026

Free Report: ConnectWise PSA vs. Ivanti Neurons for ITSM

Find out what your peers are saying about ConnectWise PSA vs. Ivanti Neurons for ITSM and other solutions. Updated: June 2026.

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