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 #8 with an average rating of 8.3, while Atlassian is ranked #2 with an average rating of 8.2. Ivanti holds a 2.3% mindshare in ISM, compared to Atlassian’s 10.2% mindshare. Additionally, 91% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

951 Views
524 Comparison Views

91% willing to recommend

JIRA Service Management

Read 86 JIRA Service Management reviews

4,207 Views
3,088 Comparison Views

93% willing to recommend

Ivanti Neurons for ITSM

JIRA Service Management

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

JIRA Service Management and Ivanti Neurons for ITSM compete in the IT Service Management category. JIRA Service Management appears to have the upper hand in terms of cost-effectiveness and customization options, while Ivanti Neurons is favored for its comprehensive feature set.

Features: JIRA Service Management offers flexibility in customization, web accessibility, and seamless integration capabilities. It supports effective issue management with functionalities like JIRA Bots, dashboards, and automated workflows. Ivanti Neurons excels in automation capabilities, comprehensive ticketing, and effective configuration and knowledge management, aiding ITSM operations considerably.

Room for Improvement: JIRA faces challenges with complex email integration, limited project management features, and a need for additional marketplace add-ons. Improving mobile integration and document storage is essential. Ivanti Neurons requires enhancements in user interface simplification, ERP tool integration, and making its services more affordable for small companies.

Ease of Deployment and Customer Service: JIRA Service Management offers versatile deployment options including Public Cloud, Private Cloud, and Hybrid Cloud, catering to different operational needs. Its customer service is typically effective, though technical support quality varies. Ivanti Neurons focuses mainly on On-premises and Hybrid Cloud deployment, with suggested improvements in integration simplicity and support responsiveness.

Pricing and ROI: JIRA Service Management is seen as cost-effective, with flexible licensing starting at $10 per user monthly, ensuring quick ROI through reduced operational disruptions. Ivanti Neurons’ pricing can be higher, especially for small businesses due to its subscription models and additional costs for extra users or features, though it remains affordable compared to its competitors.

To learn more, read our detailed Ivanti Neurons for ITSM vs. JIRA Service Management Report (Updated: February 2025).

Buyer's Guide

Ivanti Neurons for ITSM vs. JIRA Service Management

February 2025

Download the complete report

Helped 845,040 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

Ranking in Help Desk Software

10th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

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

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.3%, up from 1.7% compared to the previous year. The mindshare of JIRA Service Management is 10.2%, down from 12.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Sanjay Mukhopadhyay

Director - Sales & Operations - India at Intertec Systems

The solution comes with a host of features for hyper-automation

The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace. With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.

Read full review

Karim Yousef

GB, Development Practice - Technical Director at EJADA

Efficiently track and document projects with seamless tool integration

We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

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

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

"It is easy to set up."

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

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

"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

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

"The integrations are quite simple and clear."

More Ivanti Neurons for ITSM pros

"The most valuable features of this solution are Incident and Request Management."

"The centralized feature allows us to track test cases and integrate with automation and bug fixing."

"Confluence is a great tool for documentation and tracking."

"Everyone knows how to use it, so there's no need to teach new members."

"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."

"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."

"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."

"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."

More JIRA Service Management pros

Cons

"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."

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

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

"We'd like more integration with solutions like SolarWinds."

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

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

"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."

More Ivanti Neurons for ITSM cons

"I'd like to update the dashboard so that more features are available."

"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."

"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."

"There should be better connections with access management. They should improve the connectivity."

"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."

"An AI feature that enables automation and alerts for users can be an improvement."

"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."

"Jira Service Management is expensive and not worth the money compared to monday.com."

More JIRA Service Management cons

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."

"The pricing is free for us because we are an associate partner for the product."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"Licensing can become quite expensive."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"The cost has recently increased. It might be around $20 to $25 per user license."

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

More JIRA Service Management pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

845,040 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Government

14%

Computer Software Company

14%

Financial Services Firm

10%

Retailer

Computer Software Company

19%

Financial Services Firm

10%

Manufacturing Company

Government

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.

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

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

ServiceNow vs Ivanti Neurons for ITSM

Compared 38% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 11% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 11% of the time

Freshservice vs Ivanti Neurons for ITSM

Compared 8% of the time

GLPI by Teclib vs Ivanti Neurons for ITSM

Compared 8% of the time

More Ivanti Neurons for ITSM Competitors

ServiceNow vs JIRA Service Management

Compared 17% of the time

ManageEngine ServiceDesk Plus vs JIRA Service Management

Compared 17% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 9% of the time

IBM Maximo vs JIRA Service Management

Compared 6% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 5% of the time

More JIRA Service Management Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

March 2025

Download Ivanti Neurons for ITSM product report

Buyer's Guide

JIRA Service Management

March 2025

Download JIRA Service Management product report

Also Known As

HEAT Service Management

JIRA Service Desk

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 Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

1. Accelerating the flow of work between IT teams, development teams, and business teams

2. Empowering teams to deliver their service more quickly

3. Bringing visibility to their work

Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

JIRA Service Management Features

JIRA Service Management has many valuable key features. Some of the most useful ones include:

Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

JIRA Service Management Benefits

There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.

Work is made visible through the open and collaborative JIRA platform.
Connect IT and development on a single platform to accelerate workflow.
Gain significant ROI with competitive pricing on useful features.
Benefit from faster time to value by implementing a full ITSM solution in just a few months.
Lower total cost of ownership without expensive ongoing maintenance and upgrades.
Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

Reviews from Real Users

JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

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

February 2025

Free Report: Ivanti Neurons for ITSM vs. JIRA Service Management

Find out what your peers are saying about Ivanti Neurons for ITSM vs. JIRA Service Management and other solutions. Updated: February 2025.

DOWNLOAD NOW

845,040 professionals have used our research since 2012.

See our Ivanti Neurons for ITSM vs. JIRA Service Management report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) 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.