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Hornbill Systems Supportworks vs Ivanti Neurons for ITSM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
640
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (31st)
Ivanti Neurons for ITSM
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
18
Ranking in other categories
Help Desk Software (12th), IT Service Management (ITSM) (11th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.
Rajat_Srivastava - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"We are measuring ROI through quality: Reducing errors, saving time, and saving money."
"I don't think one feature is more valuable than any other. In my opinion, the value is in the totality of the platform. It is easy to use for our developers with a well laid out UI and many canned tools. The Control Room is very easy to navigate and mostly intuitive to use."
"With Automation Anywhere, it has become very easy for us to do invoice billing. It has saved us about 80% of the time."
"Automation Anywhere has improved our company a lot, because we are currently trying to leverage automation in different departments to allow employees to work where more human intervention is needed."
"The way templates can be configured is quite simple - it's a matter of drag and drop."
"Business process automation has improved the efficiency and accuracy of processes and reduced manual efforts which can be utilized in value addition for the firm."
"We get a significant ROI even though the licensing cost is higher than average. The gains we realize from the initial development make up for it. In the last three years, I estimate we have saved around 2,200 hours of labor. To date, we've saved almost $6 million."
"I like the diversity. Every year, maybe even every six months, new modules are introduced to the program, and module enhancements are added to the toolbox to make automating various applications or situations easier."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
"It is easy to set up."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"Understand that this product is a great investment."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The solution is easy to use and has a user-friendly interface."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
 

Cons

"Copilot is an area with a lot of scope for improvement. It's the number one thing to improve."
"Better use case management to prevent each development from scratch would be an improvement."
"Automation Anywhere can also be improved in machine learning and artificial intelligence. It would make our lives easier."
"The Automation Anywhere University courses have helped us, but it could improve some things, like how the courses are designed."
"I would like to see integration better integration with Excel and SAP."
"There are a few features that we would love to have: running on the cloud, running on Linux, out of the box integration availability with larger ecosystems like Salesforce, Workday, or Microsoft."
"Many of our clients would want to see scalability in pricing, and while I could say cheaper, that's part of it."
"They need to improve the OCR engine which is not up to the market."
"Customer Service: I'd rate it as a 5/10 or 6/10."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."
"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."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Support needs improvement in terms of responsiveness and timeliness."
"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."
"The support that we're currently getting is just not there."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
 

Pricing and Cost Advice

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"
"Costs savings have been seen by employing bots for multiple shifts instead of people."
"It is reasonable, but it can always be a little bit cheaper."
"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."
"Pricing is affordable and I would recommend beginning with the Starter Package."
"In the Indian market, I feel that for mid-size companies, such as ourselves, that having multiple bots costs a lot. If Automation Anywhere wants to expand in the Indian market, they will need to look at their pricing."
"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
"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."
"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
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
No data available
Manufacturing Company
11%
Financial Services Firm
9%
Computer Software Company
8%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise6
 

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...
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...
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.
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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...
What is your primary use case for Ivanti Neurons for ITSM?
I use this product for patch management, remote access, and endpoint control.
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Supportworks
HEAT Service Management
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Aylesbury Vale District Council
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Find out what your peers are saying about Hornbill Systems Supportworks vs. Ivanti Neurons for ITSM and other solutions. Updated: June 2026.
900,644 professionals have used our research since 2012.