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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
  • 1,793 Views
  • 1,327 Comparison Views
92% willing to recommend
JIRA Service Management
Read 88 JIRA Service Management reviews
  • 6,041 Views
  • 4,470 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: March 2026).
Buyer's Guide
Ivanti Neurons for ITSM vs. JIRA Service Management
March 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
14th
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 March 2026, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.1%, down from 2.3% compared to the previous year. The mindshare of JIRA Service Management is 7.3%, down from 10.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
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.
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

"The solution's installation depends on its customization. It is easy."
"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."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"This is an excellent alternative to ServiceNow for smaller companies."
"HEAT Service Management is a great tool for assets, service desk, and customer service management."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"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."
"Understand that this product is a great investment."
More Ivanti Neurons for ITSM pros
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"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 most valuable features of this solution are Incident and Request Management."
"The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools."
"This solution has helped us a great deal in project management tracking and forecasting."
"The solution has improved company functioning by providing more transparency, in my opinion."
"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."
"Jira is becoming quite popular and is well supported."
More JIRA Service Management pros
 

Cons

"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"We'd like more integration with solutions like SolarWinds."
"Support needs improvement in terms of responsiveness and timeliness."
"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."
"The support that we're currently getting is just not there."
More Ivanti Neurons for ITSM cons
"The initial setup is very complex."
"The product could improve its asset management."
"JSM's ability to handle large volumes of emails isn't great."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The user interface becomes sluggish when there are many items in the database, especially large Product Backlogs. I've had page-load times of more than 30 seconds on modern clients, and that's just unacceptable."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"The product does not allow customization of reports."
"The product could improve its asset management."
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."
"The product is affordable for small businesses."
"The price is on the higher side. The support is included in the standard licensing fees."
"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."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"The pricing is very competitive and I think that it is okay."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"We need a license because we have a higher number than the free part."
"It is a cheaply priced product."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"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
Manufacturing Company
11%
Computer Software Company
10%
Financial Services Firm
9%
Educational Organization
8%
Financial Services Firm
10%
Manufacturing Company
9%
Computer Software Company
8%
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 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 primary use case for Ivanti Neurons for ITSM?
What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addressing tasks such as server patching, workstation patching, BIOS updates, and driv...
See all answers
What advice do you have for others considering Ivanti Neurons for ITSM?
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 cr...
See all answers
What is your favorite Help Desk Software and why?
JIRA Due to its agility.
See all answers
What is your experience regarding pricing and costs for JIRA Service Management?
The price is actually reasonable.
See all answers
What needs improvement with JIRA Service Management?
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, t...
See all answers
 

Comparisons

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More JIRA Service Management Competitors
 

Product Reports

Buyer's Guide
Ivanti Neurons for ITSM
March 2026
Ivanti Neurons for ITSM reportDownload Ivanti Neurons for ITSM product report
Buyer's Guide
JIRA Service Management
March 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
March 2026
Free Report: Ivanti Neurons for ITSM vs. JIRA Service Management
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