Ivanti Neurons for ITSM vs Salesforce Service Cloud comparison

Ivanti and Salesforce are both solutions in the Help Desk Software category. Ivanti is ranked #14 with an average rating of 8.3, while Salesforce is ranked #7 with an average rating of 8.1. Ivanti holds a 2.2% mindshare in HDS, compared to Salesforce’s 1.9% 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

1,793 Views
1,488 Comparison Views

92% willing to recommend

Salesforce Service Cloud

Read 57 Salesforce Service Cloud reviews

3,155 Views
1,388 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: March 2026).

Buyer's Guide

Ivanti Neurons for ITSM vs. Salesforce Service Cloud

March 2026

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Helped 884,976 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

14th

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

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Salesforce Service Cloud	1.9%
Ivanti Neurons for ITSM	2.2%
Other	95.9%

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."

"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."

"The integrations are quite simple and clear."

"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."

"The solution is easy to use and has a user-friendly interface"

"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."

"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. When we go to the group assignment they can assign it to me there."

More Ivanti Neurons for ITSM pros

"Distributing them automatically and evenly between users through Omni Channel ensures that everybody performs at their best and improves their productivity!"

"Service Cloud provides a best-of-breed cloud-based case management and call center solution."

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

"The whole CRM suite is valuable, and it's a platform upon which to rapidly build applications."

"I know in the past year, we've seen substantial ROI in major healthcare companies."

"The interface is quite user-friendly."

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."

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

More Salesforce Service Cloud pros

Cons

"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's a lack of integration with other products. This needs to be improved."

"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."

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

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

"Configuration requirements are extensive, even in basic Service Desk processes."

"There's a lack of integration with other products. This needs to be improved."

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

More Ivanti Neurons for ITSM cons

"The treatment of email processing in the Service Cloud is still reminiscent of email processes appropriate to sales."

"I'd like to see a better UI/UX. It also needs more competitive pricing on the Service Cloud feature licenses."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"The pricing for what Salesforce Service Cloud offers is not great."

"While there is extensive reporting in the system, there is not always a direct route to get what you are looking for."

"The initial set up can be a non-event. However, most businesses would need complex customizations."

"The solution’s user interface could be improved and enhanced."

"They need to improve the email integration with Outlook. At the moment the plugin is very unstable, and crashes from time to time."

More Salesforce Service Cloud 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."

"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 price is too expensive."

"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."

"Salesforce Service Cloud is a highly expensive solution"

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

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

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"The tool is pretty expensive."

"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."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

Educational Organization

Financial Services Firm

15%

University

Outsourcing Company

Performing Arts

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 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...

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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?

See all answers

What is your experience regarding pricing and costs for Salesforce Service Cloud?

Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.

See all answers

What needs improvement with Salesforce Service Cloud?

While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Customers who are asset-heavy prefer to stay with ServiceMax and other field service a...

See all answers

What is your primary use case for Salesforce Service Cloud?

I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in the product. It definitely assists on-site support operations.

See all answers

Comparisons

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Compared 15% of the time

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Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 5% of the time

SysAid vs Ivanti Neurons for ITSM

Compared 3% of the time

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Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 16% of the time

ServiceNow vs Salesforce Service Cloud

Compared 8% of the time

NICE CXone vs Salesforce Service Cloud

Compared 7% of the time

Zendesk vs Salesforce Service Cloud

Compared 5% of the time

Salesforce Sales Cloud vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

March 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

Salesforce Service Cloud

February 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

March 2026

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

Find out what your peers are saying about Ivanti Neurons for ITSM vs. Salesforce Service Cloud and other solutions. Updated: March 2026.

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