Ivanti Neurons for ITSM vs Salesforce Service Cloud comparison

Ivanti and Salesforce are both solutions in the Help Desk Software category. Ivanti is ranked #10 with an average rating of 8.0, while Salesforce is ranked #4 with an average rating of 8.3. Ivanti holds a 2.1% mindshare in HDS, compared to Salesforce’s 2.3% 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

1,176 Views
929 Comparison Views

92% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
914 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: September 2025).

Buyer's Guide

Ivanti Neurons for ITSM vs. Salesforce Service Cloud

September 2025

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Helped 868,787 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

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (8th)

Salesforce Service Cloud

Ranking in Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 1.7% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.3%, up from 1.8% 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	2.3%
Ivanti Neurons for ITSM	2.1%
Other	95.6%

Help Desk Software

Featured Reviews

Rajat_Srivastava

Manager - Technical Support at Persistent Systems

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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MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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

"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 solution's technical support is excellent. I rate the technical support a ten out of ten."

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

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

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

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

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

"It is easy to set up."

More Ivanti Neurons for ITSM pros

"We use Salesforce Service Cloud for lead management and opportunity management."

"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."

"Nobody can compete with Salesforce Service Cloud's scalability."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"The product's initial setup phase was straightforward."

"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."

"The most valuable feature of the solution is the traceability of actions."

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

More Salesforce Service Cloud pros

Cons

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

"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."

"They could provide product integration with popular platforms."

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

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

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

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

More Ivanti Neurons for ITSM cons

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

"I would like to add some bot features."

"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 of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

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

"There are some issues with backend connectivity in Salesforce Service Cloud."

"The solution's integration with the main ERP is a little cumbersome."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"The price is on the higher side. The support is included in the standard licensing fees."

"The product is affordable for small businesses."

"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 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."

"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."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"Salesforce Service Cloud is a highly expensive solution"

"The price is too expensive."

"Salesforce is very cost-effective."

"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

13%

Manufacturing Company

11%

Financial Services Firm

11%

Educational Organization

Financial Services Firm

15%

Performing Arts

Manufacturing Company

Computer Software 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	19
Midsize Enterprise	13
Large Enterprise	24

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 experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

See all answers

What needs improvement with Salesforce Service Cloud?

See all answers

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

See all answers

Comparisons

ServiceNow vs Ivanti Neurons for ITSM

Compared 23% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 8% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Zoho Desk vs Ivanti Neurons for ITSM

Compared 6% of the time

More Ivanti Neurons for ITSM Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 25% of the time

ServiceNow vs Salesforce Service Cloud

Compared 14% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Pega CRM vs Salesforce Service Cloud

Compared 6% of the time

TOPdesk vs Salesforce Service Cloud

Compared 3% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

September 2025

Download Ivanti Neurons for ITSM product report

Buyer's Guide

Salesforce Service Cloud

September 2025

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

September 2025

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

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