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Ivanti Neurons for ITSM vs JIRA Service Management comparison

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #13 with an average rating of 8.3, while Atlassian is ranked #2 with an average rating of 8.1. Ivanti holds a 2.1% mindshare in ISM, compared to Atlassian’s 7.3% mindshare. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.
Ivanti Neurons for ITSM
Read 17 Ivanti Neurons for ITSM reviews
  • 1,672 Views
  • 1,221 Comparison Views
92% willing to recommend
JIRA Service Management
Read 88 JIRA Service Management reviews
  • 5,671 Views
  • 4,140 Comparison Views
93% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Ivanti Neurons for ITSM are competitive products in the IT service management category. JIRA Service Management has the upper hand due to its robust deployment options and comprehensive community support.

Features: JIRA Service Management offers robust customization options, allowing users to tailor task management, ticket routing, and dashboards to their needs. Its capabilities in prioritizing tasks and managing service requests provide insightful statistics for resource deployment. Ivanti Neurons for ITSM provides comprehensive change management, strong automation capabilities, and flexible self-service features, making it ideal for IT and service desk operations.

Room for Improvement: JIRA Service Management could benefit from enhanced customization features in workflows and seamless integration with external systems. Additionally, users seek a more intuitive interface and a flexible licensing approach concerning add-on costs. Ivanti Neurons for ITSM needs improvements in its user interface, integration simplicity, and support model. Enhanced community presence and localization features are also areas for growth.

Ease of Deployment and Customer Service: JIRA Service Management provides various deployment options, including Public, Private, Hybrid Cloud, and On-premises, catering to diverse organizational needs. Its customer support, despite mixed reviews on responsiveness, is well-regarded. Ivanti Neurons for ITSM supports Public, Hybrid Cloud, and On-premises deployment, but its customer support is perceived as less robust concerning localization and community support compared to JIRA.

Pricing and ROI: JIRA Service Management uses a tiered pricing model based on user numbers, making it affordable for smaller organizations. Its competitive pricing and perceived ROI benefits have led to widespread adoption, though add-on costs can increase expenses. Ivanti Neurons for ITSM, with a higher price point, offers subscription-based licensing integrating various capabilities, appealing to organizations seeking comprehensive ITSM solutions. It is seen as cost-effective given the provided value.

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To learn more, read our detailed Ivanti Neurons for ITSM vs. JIRA Service Management Report (Updated: January 2026).
Buyer's Guide
Ivanti Neurons for ITSM vs. JIRA Service Management
January 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

Ivanti Neurons for ITSM
Ranking in Help Desk Software
13th
Ranking in IT Service Management (ITSM)
13th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
88
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 2.1% compared to the previous year. The mindshare of JIRA Service Management is 7.3%, down from 11.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
JIRA Service Management7.3%
Ivanti Neurons for ITSM2.1%
Other90.6%
IT Service Management (ITSM)
 

Featured Reviews

Rajat_Srivastava - PeerSpot reviewer
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.
Read full review
Sohaib Ahmad - PeerSpot reviewer
Sohaib Ahmad
Vice President Service Delivery at quixel
Comprehensive workflows and data views have supported complex teams but still need cost improvements
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.
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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 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."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"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."
"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
More Ivanti Neurons for ITSM pros
"Easy to use and user-friendly."
"The most valuable features of this solution are Incident and Request Management."
"The customer portal with connection with our knowledge base has been most valuable."
"The initial setup is straightforward."
"JIRA Service Management provides real-time updates to all the stakeholders, and offers the opportunity to create customized communication and track services, enabling more precise real-time changes and a customized version."
"The tool's stability is very good."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"The stability of JIRA Service Management is good."
More JIRA Service Management pros
 

Cons

"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's a lack of integration with other products. This needs to be improved."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"They could provide product integration with popular platforms."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"The patching for non-Windows OSes such as Linux is poor."
More Ivanti Neurons for ITSM cons
"The deployment can be a bit complex, especially for those who are not technical."
"JIRA Service Management could include more AI features."
"I would like to see improvement in the ability to filter completed tasks."
"There should be some AI integrations now as AI is in the picture."
"JIRA Service Management is costly."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"I don't think the program is very scalable."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
More JIRA Service Management cons
 

Pricing and Cost Advice

"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 price is on the higher side. The support is included in the standard licensing fees."
"The product is affordable for small businesses."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"I price of JIRA Service Management is reasonable."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"We need a license because we have a higher number than the free part."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"The price of JIRA Service Management could be reduced."
More JIRA Service Management pricing and cost advice
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Top Industries

By visitors reading reviews
Computer Software Company
10%
Manufacturing Company
10%
Financial Services Firm
9%
Educational Organization
8%
Financial Services Firm
9%
Computer Software Company
9%
Manufacturing Company
9%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise6
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise24
Large Enterprise33
 

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.
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?
Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...
See all answers
What is your favorite Help Desk Software and why?
JIRA Due to its agility.
See all answers
What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
See all answers
What is your experience regarding pricing and costs for JIRA Service Management?
The price is actually reasonable.
See all answers
 

Comparisons

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Compared 15% of the time
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Compared 9% of the time
PagerDuty Operations Cloud vs JIRA Service Management Logo
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Compared 6% of the time
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Compared 5% of the time
More JIRA Service Management Competitors
 

Product Reports

Buyer's Guide
Ivanti Neurons for ITSM
January 2026
Ivanti Neurons for ITSM reportDownload Ivanti Neurons for ITSM product report
Buyer's Guide
JIRA Service Management
January 2026
JIRA Service Management reportDownload JIRA Service Management product report
 

Also Known As

HEAT Service Management
JIRA Service Desk, Atlassian Jira Service Management
 

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

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?
  • Customizable Workflows: Adapt workflows to meet business needs.
  • Integration: Seamlessly connects with other tools, including Jira and Confluence.
  • Real-Time Updates: Keeps teams informed and synchronized.
  • Automation: Reduces manual tasks with automated processes.
  • Scalability: Grows with organizations, accommodating increasing demands.
What benefits and ROI can be expected from JIRA Service Management?
  • Efficiency Gains: Improves operational efficiency through streamlined processes.
  • User-Friendly Interface: Simplifies adoption with intuitive navigation.
  • Comprehensive Reporting: Provides valuable insights to drive decisions.
  • Quick Setup: Fast deployment enhances time-to-value.
  • SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian
 

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
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Buyer's Guide
Ivanti Neurons for ITSM vs. JIRA Service Management
January 2026
Free Report: Ivanti Neurons for ITSM vs. JIRA Service Management
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