Ivanti Neurons for ITSM vs Salesforce Service Cloud comparison

Ivanti and Salesforce are both solutions in the Help Desk Software category. Ivanti is ranked #13 with an average rating of 8.3, while Salesforce is ranked #7 with an average rating of 8.2. Ivanti holds a 2.2% mindshare in HDS, compared to Salesforce’s 2.0% mindshare. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,672 Views
1,338 Comparison Views

92% willing to recommend

Salesforce Service Cloud

Read 57 Salesforce Service Cloud reviews

2,915 Views
1,283 Comparison Views

96% willing to recommend

Ivanti Neurons for ITSM

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Ivanti Neurons for ITSM compete in the IT service management category. Salesforce holds an advantage due to its integration capabilities and rapid implementation, while Ivanti stands out with its automation and workflow efficiency.

Features: Salesforce Service Cloud focuses on comprehensive case management, seamless omni-channel support, and integration with marketing platforms like Marketo. Its automated updates enhance ease of onboarding. Ivanti Neurons offers robust incident management, extensive self-service options, and a flexible platform for custom service requests without deep technical skills. Its integrated automation elevates productivity by reducing manual tasks.

Room for Improvement: Salesforce Service Cloud users seek better performance in mobile apps, enhanced email integration with Outlook, more advanced reporting, and a refined UI. Ivanti Neurons needs improvements in its user interface to compete effectively with ServiceNow, better integration with platforms like WhatsApp, enhanced self-service portal customization, and expanded localization choices.

Ease of Deployment and Customer Service: Salesforce predominantly offers public cloud deployment with positive feedback for accessibility and extensive community resources. Premium support is occasionally needed for complex queries. Ivanti supports hybrid and on-premises solutions, attracting organizations needing customized deployment. However, Ivanti's support could improve, particularly in response times and community interaction.

Pricing and ROI: Salesforce Service Cloud is recognized for high costs, justified by its extensive features and integration. It is ideal for large enterprises seeking significant efficiency gains. Ivanti Neurons follows a subscription model beneficial for budget-minded small and medium enterprises. Though perceived as costly, Ivanti's ROI is realized through automation and decreased operational expenses.

To learn more, read our detailed Ivanti Neurons for ITSM vs. Salesforce Service Cloud Report (Updated: February 2026).

Buyer's Guide

Ivanti Neurons for ITSM vs. Salesforce Service Cloud

February 2026

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Helped 881,757 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

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (13th)

Salesforce Service Cloud

Ranking in Help Desk Software

7th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Mindshare comparison

As of February 2026, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.2%, up from 1.9% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.0%, down from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.0%
Ivanti Neurons for ITSM	2.2%
Other	95.8%

Help Desk Software

Featured Reviews

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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reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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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

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

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

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

"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."

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

"It is easy to set up."

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

More Ivanti Neurons for ITSM pros

"Salesforce Service Cloud improved our organization with its mobile capabilities."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"In terms of visibility to my boss and the team, it does help a lot."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"The plug-ins that work with other standard systems have made the product industry-ready."

More Salesforce Service Cloud pros

Cons

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

"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."

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

"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."

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

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

"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

"While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary."

"Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."

"It is kind of a struggle to get a report that shows something you want it to show."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"Reporting could be improved."

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

"The main concern for me revolves around the speed of certain integrations."

"I face challenges with Salesforce Service Cloud because it requires and is difficult to customize."

More Salesforce Service Cloud 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 price is on the higher side. The support is included in the standard licensing fees."

"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 product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"Salesforce is not a cheap product. It can be expensive."

"Salesforce is very cost-effective."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The tool is pretty expensive."

"The price of the solution depends on how many users need access to it"

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Manufacturing Company

10%

Financial Services Firm

Educational Organization

Financial Services Firm

15%

University

Performing Arts

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	25

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 experience regarding pricing and costs for Salesforce Service Cloud?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

See all answers

What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

See all answers

What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

See all answers

Comparisons

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Compared 14% of the time

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Compared 7% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 6% of the time

OpenText Service Management (SMAX) vs Ivanti Neurons for ITSM

Compared 3% of the time

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Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 10% of the time

NICE CXone vs Salesforce Service Cloud

Compared 9% of the time

Zendesk vs Salesforce Service Cloud

Compared 5% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

January 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

Salesforce Service Cloud

January 2026

Download Salesforce Service Cloud product report

Also Known As

HEAT Service Management

Service Cloud

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

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

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

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

Ivanti Neurons for ITSM vs. Salesforce Service Cloud

February 2026

Free Report: Ivanti Neurons for ITSM vs. Salesforce Service Cloud

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