IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM comparison

IBM and Ivanti are both solutions in the Help Desk Software category. IBM is ranked #26, while Ivanti is ranked #10 with an average rating of 8.0. IBM holds a 1.1% mindshare in HDS, compared to Ivanti’s 2.1% mindshare. Additionally, 88% of IBM users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.

IBM SmartCloud Control Desk

Read 9 IBM SmartCloud Control Desk reviews

499 Views
484 Comparison Views

88% willing to recommend

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,176 Views
929 Comparison Views

92% willing to recommend

IBM SmartCloud Control Desk

Ivanti Neurons for ITSM

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

Ivanti Neurons for ITSM and IBM SmartCloud Control Desk compete in the IT Service Management space, each offering unique advantages. Ivanti Neurons for ITSM often takes the lead in pricing and customer support, making it favorable for cost-conscious organizations, while IBM SmartCloud Control Desk is noted for its comprehensive features catering to complex enterprise needs.

Features: Ivanti Neurons for ITSM is noted for its automated workflows, AI-driven insights, and strong integration capabilities which enhance user-friendliness and adaptability. IBM SmartCloud Control Desk excels with robust asset management, extensive configuration options, and centralized service request management tailored for intricate enterprise environments.

Room for Improvement: Ivanti Neurons for ITSM may enhance by broadening its advanced configuration features, enriching asset management capabilities, and improving scalability for larger enterprises. IBM SmartCloud Control Desk could focus on simplifying its installation process, streamlining user interface complexities, and reducing the steep learning curve associated with its functionality.

Ease of Deployment and Customer Service: Ivanti Neurons for ITSM boasts a straightforward deployment model and responsive customer service, easing the onboarding process for users. In contrast, IBM SmartCloud Control Desk requires a more complex setup but compensates with thorough customer support designed for large-scale deployments, beneficial for organizations with substantial technical expertise.

Pricing and ROI: Ivanti Neurons for ITSM provides a cost-effective solution with a quicker turnaround on investment, owing to its lower pricing structure. Meanwhile, IBM SmartCloud Control Desk incurs higher initial costs yet offers substantial ROI, especially for enterprises that fully utilize its extensive feature set. This financial outlay might appeal to organizations in search of comprehensive, long-term solutions.

To learn more, read our detailed IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM Report (Updated: September 2025).

Buyer's Guide

IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM

September 2025

Download the complete report

Helped 868,787 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

IBM SmartCloud Control Desk

Ranking in Help Desk Software

26th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Ivanti Neurons for ITSM

Ranking in Help Desk Software

10th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (8th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of IBM SmartCloud Control Desk is 1.1%, up from 0.7% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.1%, up from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Ivanti Neurons for ITSM	2.1%
IBM SmartCloud Control Desk	1.1%
Other	96.8%

Help Desk Software

Featured Reviews

Jose Pedro Muñoz

Director of operations at Vetasi

Helps standardize our workflow, track client tickets, and it's very flexible

Initially we used HPE Service Desk. Then, Remedy (IBM SmartCloud Control Desk) version 5. When selecting a vendor, the most important thing for us is the flexibility of the tool. It must be very flexible to change the workflow or to add new workflows for the clients. It must have stability and scalability as well.

Read full review

Rajat_Srivastava

Manager - Technical Support at Persistent Systems

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.

Read full review

Quotes from Members

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

Pros

"In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in."

"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."

"The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us."

"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them."

"The solution has been stable."

"The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."

"The solution is very easy to work with."

"SLA integrations, reports, and integration with other applications are the most valuable."

More IBM SmartCloud Control Desk pros

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

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

"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."

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

"The solution's technical support is excellent. I rate the technical support a ten out of ten."

"It is easy to set up."

"The integrations are quite simple and clear."

"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."

More Ivanti Neurons for ITSM pros

Cons

"It could use more facility or flexibility for reporting, and business intelligence in the tool."

"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."

"The solution lacks a graphical user interface."

"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."

"What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk."

"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."

"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."

"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user."

More IBM SmartCloud Control Desk cons

"Configuration requirements are extensive, even in basic Service Desk processes."

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

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

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

"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."

"They could provide product integration with popular platforms."

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

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."

"The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."

"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."

"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 product is affordable for small businesses."

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

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

868,787 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Computer Software Company

13%

Manufacturing Company

11%

Financial Services Firm

11%

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Large Enterprise	3

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

Questions from the Community

Ask a question

Earn 20 points

What do you like most about Ivanti Neurons for ITSM?

I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.

See all answers

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

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

See all answers

What needs improvement with Ivanti Neurons for ITSM?

There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.

See all answers

Comparisons

Zendesk vs IBM SmartCloud Control Desk

Compared 21% of the time

ServiceNow vs IBM SmartCloud Control Desk

Compared 17% of the time

SCSM vs IBM SmartCloud Control Desk

Compared 15% of the time

Ameyo Fusion CX vs IBM SmartCloud Control Desk

Compared 14% of the time

ConnectWise PSA vs IBM SmartCloud Control Desk

Compared 13% of the time

More IBM SmartCloud Control Desk Competitors

ServiceNow vs Ivanti Neurons for ITSM

Compared 23% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 8% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 7% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

IBM SmartCloud Control Desk

September 2025

Download IBM SmartCloud Control Desk product report

Buyer's Guide

Ivanti Neurons for ITSM

September 2025

Download Ivanti Neurons for ITSM product report

Also Known As

SmartCloud Control Desk

HEAT Service Management

Overview

IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.

IBM

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

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology

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

IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM

September 2025

Free Report: IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM

Find out what your peers are saying about IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM and other solutions. Updated: September 2025.

DOWNLOAD NOW

868,787 professionals have used our research since 2012.

See our IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM report.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.