Ivanti Neurons for ITSM vs ServiceNow comparison

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Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

ServiceNow and Ivanti Neurons for ITSM are both prominent ITSM platforms. ServiceNow appears to have an edge due to its high configurability and active community support.

Features: ServiceNow excels with high configurability, comprehensive analytics, and seamless integration capabilities, supported by an active community. Ivanti Neurons for ITSM offers essential features such as ticketing, knowledge management, and a user-friendly no-code drag-and-drop interface.

Room for Improvement: ServiceNow's complexity often challenges users, particularly in terms of usability, documentation, and the pricing model. Ivanti requires improvements in its support model, customization capabilities, and user interface.

Ease of Deployment and Customer Service: ServiceNow offers diverse deployment options, including public, private, and hybrid clouds, while Ivanti primarily supports on-premises with some cloud options. Both face customer service challenges; ServiceNow's community may offer supplementary support, and Ivanti's user ratings suggest room for better technical support.

Pricing and ROI: ServiceNow positions as a premium choice with expensive, flexible licensing, which may strain smaller businesses despite potential ROI from efficiency gains. Ivanti presents competitive subscription-based pricing, with undisclosed costs for extensive use, claiming positive ROI when effectively implemented and adopted.

To learn more, read our detailed Ivanti Neurons for ITSM vs. ServiceNow Report (Updated: March 2026).

Ivanti Neurons for ITSM vs. ServiceNow

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

Ranking in IT Service Management (ITSM)

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow

Ranking in Help Desk Software

1st

Ranking in IT Service Management (ITSM)

1st

Average Rating

8.6

Reviews Sentiment

6.8

Number of Reviews

225

Ranking in other categories

IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (2nd)

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 ServiceNow is 15.8%, down from 24.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
ServiceNow	15.8%
Ivanti Neurons for ITSM	2.1%
Other	82.1%

IT Service Management (ITSM)

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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MichaelTang1

Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees

Seamless data integration and advanced automation improve service delivery efficiency

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

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."

"Understand that this product is a great investment."

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

"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 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."

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

"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."

More Ivanti Neurons for ITSM pros

"As far as deploying and developing goes within ServiceNow it's very easy, not painful at all."

"The solution helps us to collaborate and it's great that it is knowledge-based."

"Good stable and scalable solution."

"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."

"One of the nice things about ServiceNow is that, if you have your process, you can design the ticket and the form according to your process."

"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."

"The product scales wonderful, we don't have to worry about the scalability and someplace else, and I wouldn't say there are any issues with the product right now from the performance and scalability point of view; it's been performing very well."

"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."

More ServiceNow pros

Cons

"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."

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

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

"The support that we're currently getting is just not there."

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

"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 think that it goes too fast sometimes and they have too many releases too often."

"There is inherent complexity with this tool because of the number of things that it can do."

"I don't really see the value, monetarily, from what we're spending from a support perspective."

"The RPA needs improvement. That's a new area for them that they're just entering into now."

"I would say there is a lot of room for improvement when it comes to technical support."

"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."

"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications."

"There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools."

More ServiceNow 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."

"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 affordable for small businesses."

"The licensing expenses are excessively high."

"It is very expensive because it is a big organization. You have to pay for additional things."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"ServiceNow is an expensive solution."

"The price is okay for us. It's reasonable."

More ServiceNow 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.

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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

12%

Manufacturing Company

10%

Computer Software Company

Government

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	55
Midsize Enterprise	35
Large Enterprise	168

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...

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...

What advice do you have for others considering Ivanti Neurons for ITSM?

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

JIRA Service Management vs Ivanti Neurons for ITSM

Comparisons

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

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM

Compared 5% of the time

More Ivanti Neurons for ITSM Competitors

BMC Helix ITSM vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Download Ivanti Neurons for ITSM product report

Ivanti Neurons for ITSM

March 2026

Download ServiceNow product report

February 2026

Also Known As

HEAT Service Management

No data available

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

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

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

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow