ConnectWise PSA vs Ivanti Neurons for ITSM comparison

ConnectWise and Ivanti are both solutions in the Help Desk Software category. ConnectWise is ranked #15 with an average rating of 8.0, while Ivanti is ranked #12 with an average rating of 8.3. ConnectWise holds a 1.3% mindshare in HDS, compared to Ivanti’s 1.9% mindshare. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.

ConnectWise PSA

Read 21 ConnectWise PSA reviews

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1,706 Comparison Views

100% willing to recommend

Ivanti Neurons for ITSM

Read 18 Ivanti Neurons for ITSM reviews

2,439 Views
2,049 Comparison Views

92% willing to recommend

ConnectWise PSA

Ivanti Neurons for ITSM

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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: April 2026).

Buyer's Guide

ConnectWise PSA vs. Ivanti Neurons for ITSM

April 2026

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Helped 893,244 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

ConnectWise PSA

Ranking in Help Desk Software

15th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Business Management Software (1st), Professional Services Automation (PSA) (1st)

Ivanti Neurons for ITSM

Ranking in Help Desk Software

12th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (12th)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of ConnectWise PSA is 1.3%, down from 2.2% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 1.9%, down from 2.3% 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	1.9%
ConnectWise PSA	1.3%
Other	96.8%

Help Desk Software

Featured Reviews

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

"I have used other ticketing systems and they have not been as solid as ConnectWise."

"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."

"The few times I've had to call, when I first joined the company, support was always excellent, professional, courteous, friendly, and efficient, and they always resolved my issue or answered my questions."

"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."

"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."

"We're using the solution for ticketing and billing, and those features are useful."

"Contains every feature that a VAR or MSP would want."

"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."

More ConnectWise PSA pros

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

"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."

"The solution's installation depends on its customization. It is easy."

"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."

"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."

"Ivanti Neurons for ITSM is a key tool and is very important to my service delivery efficiency."

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

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

More Ivanti Neurons for ITSM pros

Cons

"It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."

"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."

"It needs to be easier to share tickets between users who need to work together."

"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."

"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."

"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."

More ConnectWise PSA cons

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

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

"The user interface must be made simpler and more effective."

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

"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."

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

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

"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."

More Ivanti Neurons for ITSM cons

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."

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

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

"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."

"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 product is affordable for small businesses."

"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."

"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."

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

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Top Industries

By visitors reading reviews

Construction Company

11%

Performing Arts

10%

Financial Services Firm

Manufacturing Company

11%

Financial Services Firm

Computer Software Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

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 pricing of ConnectWise PSA is affordable, although the only part where I find the...

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 from support or raise a ticket with to get it forwarded. The configuration part...

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 system and to automate systems. My main use cases with ConnectWise PSA include taki...

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 devices. I've noticed sometimes it can be a bit flaky with Mac OS environments.

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

ConnectWise PSA

May 2026

Download ConnectWise PSA product report

Buyer's Guide

Ivanti Neurons for ITSM

May 2026

Download Ivanti Neurons for ITSM product report

Also Known As

ConnectWise Manage

HEAT Service Management

Overview

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

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

April 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: April 2026.

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