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Ivanti Neurons for ITSM vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
4.8
Ivanti Neurons for ITSM increased ROI with improved First Call Close rates and time savings due to effective workflows and reporting.
Sentiment score
6.5
ServiceNow offers long-term ROI through automation, integration, and cost savings, though implementation timelines vary among users.
Thanks to ServiceNow's end-to-end automation, we save five to ten days of cycle time for each invoice.
Application Development Associate & Manager at a tech vendor with 10,001+ employees
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
General Manager at sPerception IT
ServiceNow offers a great return on investment because it saves us a lot of time and increases the efficiency of team members to complete their tickets and work on the PRBs to solve the root cause.
Product Developer at a tech vendor with 10,001+ employees
 

Customer Service

Sentiment score
7.3
Ivanti Neurons for ITSM is praised for technical support, timely updates, and effective problem-solving despite minor response delay concerns.
Sentiment score
7.0
ServiceNow offers responsive support and technical knowledge, though complex issues may face delays; satisfaction varies by interaction quality.
Ivanti is very responsive and releases new features and updates in a timely manner.
Manager - Technical Support at a tech vendor with 10,001+ employees
The support is exemplary and deserves a perfect rating.
Team Lead at a tech vendor with 10,001+ employees
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
General Manager at sPerception IT
Whenever we have had issues, they have provided good support, and those issues have never recurred.
Vice President Delivery & Operations at Rezilyens
 

Scalability Issues

Sentiment score
7.9
Ivanti Neurons for ITSM offers excellent scalability and adaptability for organizations of all sizes, with seamless integration and stability.
Sentiment score
7.4
ServiceNow effectively scales for various business sizes, handling large user volumes efficiently, but costs and configurations may impact performance.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
It is capable of vertical scaling with no issues.
Team Lead at a tech vendor with 10,001+ employees
ServiceNow's scalability is very good as it can be deployed in each environment.
Workload Automation at nab
 

Stability Issues

Sentiment score
7.3
Ivanti Neurons for ITSM is reliable but occasionally faces issues like caching, response speed, and browser compatibility challenges.
Sentiment score
7.7
ServiceNow offers reliable stability and scalability, with minimal disruptions or bugs quickly resolved by effective support.
I would rate the stability from one to ten as a nine.
Technical Account Manager at a computer software company with 11-50 employees
It is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
I haven't faced any issues with stability; I've rarely seen any downtime.
Solution Engineer - Digital Platform | Mobile at British American Tobacco
ServiceNow is very stable.
Senior Business Manager at a tech vendor with 10,001+ employees
 

Room For Improvement

Ivanti Neurons for ITSM needs improvement in support, customization, integration, UI, AI, pricing, training, and documentation.
ServiceNow improvements include cost reduction, intuitive interface, expanded AI, mobile functionality, better integrations, training, and enhanced customization.
There could be an improvement in the ability to easily integrate other systems without extensive development.
Consultant ITSM at Easydesk
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.
Manager - Technical Support at a tech vendor with 10,001+ employees
Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices.
Technical Account Manager at a computer software company with 11-50 employees
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.
Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
Senior Consultant at a consultancy with 10,001+ employees
There is a need for bug or error tracking in ServiceNow.
Team Lead at a tech vendor with 10,001+ employees
 

Setup Cost

Ivanti Neurons for ITSM is cost-effective, subscription-based, with user licenses based on IT analysts, plus optional professional services.
ServiceNow offers high-value, comprehensive enterprise features, but costs may escalate with extensive use, posing challenges for smaller businesses.
I think the pricing aspect is cost-efficient.
Technical Account Manager at a computer software company with 11-50 employees
ServiceNow's pricing can be justified if more functionality is required.
Service Now Developer at Bangmetric services pvt ltd
ServiceNow does come with a price.
Associate Vice President at Wissen infotech
ServiceNow PPM product to a competitive product like Jira, which is an Atlassian product, they were offering better functionalities at one-tenth of the price.
Senior Business Manager at a tech vendor with 10,001+ employees
 

Valuable Features

Ivanti Neurons for ITSM enhances service delivery with AI-driven automation, integrations, and robust management features for operational efficiency.
ServiceNow offers customizable integration, automation, incident management, and seamless workflows, enhancing productivity, communication, and asset management.
The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.
Consultant ITSM at Easydesk
What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system.
Manager - Technical Support at a tech vendor with 10,001+ employees
I like the patch management side of things in this solution. You can set deployment rings so patches are rolled out in phases rather than hitting everyone at once, which reduces risk.
Technical Account Manager at a computer software company with 11-50 employees
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Service Now Developer at Bangmetric services pvt ltd
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
Security Architect at وزارة الثقافة Ministry of Culture
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
IT infra Admin at synu
 

Categories and Ranking

Ivanti Neurons for ITSM
Ranking in Help Desk Software
12th
Ranking in IT Service Management (ITSM)
12th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
18
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
230
Ranking in other categories
IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.0%, down from 2.4% compared to the previous year. The mindshare of ServiceNow is 14.2%, down from 23.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
ServiceNow14.2%
Ivanti Neurons for ITSM2.0%
Other83.8%
IT Service Management (ITSM)
 

Featured Reviews

Rajat_Srivastava - PeerSpot reviewer
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.
Hemanthreddy Vakiti - PeerSpot reviewer
Data engineer at a tech vendor with 10,001+ employees
Structured workflows have improved SLA compliance and now support prioritized incident handling
I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.
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Top Industries

By visitors reading reviews
Manufacturing Company
11%
Financial Services Firm
9%
Computer Software Company
9%
Healthcare Company
6%
Financial Services Firm
12%
Manufacturing Company
10%
Government
8%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise6
By reviewers
Company SizeCount
Small Business56
Midsize Enterprise35
Large Enterprise177
 

Questions from the Community

What needs improvement with Ivanti Neurons for ITSM?
Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices. I've noticed sometimes it can be a bit flaky with Mac OS environments.
What is your primary use case for Ivanti Neurons for ITSM?
I use this product for patch management, remote access, and endpoint control.
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.
 

Also Known As

HEAT Service Management
No data available
 

Overview

 

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    
Find out what your peers are saying about Ivanti Neurons for ITSM vs. ServiceNow and other solutions. Updated: May 2026.
893,311 professionals have used our research since 2012.