Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL] comparison

Ivanti Neurons for ITSM and Ivanti Service Desk [EOL] are both solutions in the IT Service Management (ITSM) category. Additionally, 91% of Ivanti Neurons for ITSM users are willing to recommend the solution, compared to 88% of Ivanti Service Desk [EOL] users who would recommend it.

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

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366 Comparison Views

91% willing to recommend

Ivanti Service Desk [EOL]

Read 8 Ivanti Service Desk [EOL] reviews

88% willing to recommend

Ivanti Neurons for ITSM

Ivanti Service Desk [EOL]

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Ivanti Neurons for ITSM and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).

Buyer's Guide

IT Service Management (ITSM)

June 2025

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Helped 860,632 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

Ivanti Neurons for ITSM

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Help Desk Software (10th), IT Service Management (ITSM) (6th)

Ivanti Service Desk [EOL]

Average Rating

7.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

Anoir LOUHICHI

Consultant ITSM at Easydesk

Integration flexibility and informative dashboards enable effective workflow management

Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

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Sayed Munir

Senior Consultant at a tech services company with 10,001+ employees

Beneficial connectors, useful service requests, and setup straightforward

I previously used ManageEngine. I switched because the Ivanti Service Desk has a lot of integrations and connectors which are beneficial. There are a lot of minute details where Ivanti Service Desk has an advantage over ManageEngine. For example, in ManageEngine ITSM we cannot integrate it with Oracle ERP. However, in Ivanti Service Desk we can integrate it with ERP solutions to fit in the user details, and other required objects we want. That's one of the biggest differentiators. Additionally, Ivanti Service Desk gives a lot of customization while in ManageEngine a lot of elements are hardcoded. We cannot customize it up to the minute level.

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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

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

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

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

"The integrations are quite simple and clear."

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

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

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

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

More Ivanti Neurons for ITSM pros

"The tool supports a lot of standard reporting KPIs."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"The initial setup was quite simple; installing just took a few minutes."

"Incident management is a valuable feature."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"Incident management and service request management features are the most valuable."

"It is highly configurable with PinkVERIFY status."

Cons

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

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

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

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

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

"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 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

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"You must be very technical to configure it."

"The interface can be improved. It can be made more interactive for self-service users."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

Pricing and Cost Advice

"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."

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

"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."

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

12%

Government

10%

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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.

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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.

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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

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Comparisons

ServiceNow vs Ivanti Neurons for ITSM

Compared 27% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 9% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 9% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 9% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 7% of the time

More Ivanti Neurons for ITSM Competitors

No data available

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

June 2025

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Buyer's Guide

IT Service Management (ITSM)

June 2025

Download Ivanti Service Desk [EOL] product report

Also Known As

HEAT Service Management

No data available

Overview

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

Deliver outstanding IT support services to employees and customers.

Ivanti

Sample Customers

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

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

Buyer's Guide

IT Service Management (ITSM)

June 2025

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