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, 92% 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.

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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, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2026).

Buyer's Guide

IT Service Management (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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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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David Gillen

Lifetime Process Manager at a government with 201-500 employees

It offers us the flexibility to use the tool across multiple departments, not just IT

Each company had its own solution before we merged. We were all independent up to that point. My last company was with was using the Touchpaper solution, which became LANDesk, then Ivanti. We've continued with our tool, but there had to be a corporate standard, so the other companies were told to migrate on to the Ivanti platform.

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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

"What I appreciate the most about Automation Anywhere is that the tool is very robust."

"Automation Anywhere is stable."

"Comparing Automation Anywhere with other tools for RPA, in my opinion, it is better because it is easier to use for both the final user and the developer."

"The ease of use of the application is very smooth for us, and coming from a finance and business background, I did not have any challenges using the application."

"The company continues with research and development to expand the capabilities of the product to meet market needs."

"We have saved around 90% of the time that would be required to perform tasks manually."

"The IQ Bot is the most valuable feature and a significant market differentiator."

"IQ Bots are extremely powerful. We are using them increasingly more where we're about to look through a lot unstructured sources, like PDF documents, scanned images, contracts, etc. We are able to take the data out, then use that toward processing structured data and creating insights for our clients."

More Automation Anywhere pros

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

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

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

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

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

"It is easy to set up."

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

More Ivanti Neurons for ITSM pros

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

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

"Ivanti Service Desk gives all the functionality we need."

"Incident management is a valuable feature."

"It is highly configurable with PinkVERIFY status."

"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."

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

More Ivanti Service Desk [EOL] pros

Cons

"The document processing, OCR, needs to be more accurate. Sometimes, when you try it on documents, it keeps on failing and goes to a different queue. It needs to mature."

"If we are going through the high availability in the IQ Bot setup, it's a bit complex."

"From the IQ Bot perspective, frankly speaking, they still have to improve a lot... My expectation from a straight, technical, architectural point of view was that I would be able to create my own algorithm and integrate it. But with IQ Bot, I am not able to integrate anything..."

"When you are implementing it initially, it's challenging as there's a lot of change management."

"They need to improve the speed. It runs too slowly."

"I would like more integration with Microsoft Excel. More screenshots that can be integrated with Excel would help our customers too."

"I would like to see a comment feature that allows you to embed comments/notes into an action sidebar, without having to actually take up a line of code in order to write such a statement."

"I would like to see web and cloud-based platforms for future releases."

More Automation Anywhere cons

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

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

"Support needs improvement in terms of responsiveness and timeliness."

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

"The support that we're currently getting is just not there."

"They could provide product integration with popular platforms."

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

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

More Ivanti Neurons for ITSM cons

"I rated it a six out of 10 because it takes a lot to configure it."

"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."

"You must be very technical to configure it."

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

"It's not professional support. When we have a problem, Ivanti should investigate."

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

"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."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."

"It saves me around $100,000 a year."

"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."

"Automation Anywhere is expensive, making it more suitable for enterprise organizations."

"The setup cost depends on multiple factors, so you need to get details before choosing."

"They are already coming out with a community license, which is really good. That's something that I wish to have."

"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

More Automation Anywhere pricing and cost advice

"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."

"The product is affordable for small businesses."

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

18%

Manufacturing Company

11%

Construction Company

11%

Computer Software Company

Manufacturing Company

11%

Financial Services Firm

Computer Software Company

Construction Company

No data available

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	9
Midsize Enterprise	3
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

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 Ivanti Neurons for ITSM?

I think the pricing aspect is cost-efficient.

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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...

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.

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Ivanti Neurons for ITSM

Compared 12% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 5% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 4% of the time

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BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 16% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 15% of the time

Cherwell Service Management vs Ivanti Service Desk [EOL]

Compared 15% of the time

Freshservice vs Ivanti Service Desk [EOL]

Compared 15% of the time

Hornbill Systems Supportworks vs Ivanti Service Desk [EOL]

Compared 11% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Ivanti Neurons for ITSM

June 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download Ivanti Service Desk [EOL] product report

Also Known As

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

HEAT Service Management

No data available

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

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

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

Deliver outstanding IT support services to employees and customers.

Ivanti

Sample Customers

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

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 2026

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