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: September 2025).

Ivanti Neurons for ITSM vs. ServiceNow

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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

Ranking in IT Service Management (ITSM)

8th

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

8.4

Reviews Sentiment

6.8

Number of Reviews

223

Ranking in other categories

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

Mindshare comparison

As of October 2025, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 2.0% compared to the previous year. The mindshare of ServiceNow is 21.0%, down from 26.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
ServiceNow	21.0%
Ivanti Neurons for ITSM	2.1%
Other	76.9%

IT Service Management (ITSM)

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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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

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."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

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

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

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

"Ivanti Neurons allows me to adjust our workflow according to our needs."

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

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

More Ivanti Neurons for ITSM pros

"ServiceNow is a very powerful tool that can perform a lot of different functions."

"It offers ready-built automation and simpler configuration for workflows."

"The most valuable features of ServiceNow for me are its ticketing and reporting capabilities."

"It enables us to meet SLAs, track issues across the environment, and report those issues."

"The most valuable feature is the flexibility of development for customization."

"SPM and ITSM features are the most helpful."

"This solution is a single-storage for our user community to submit help desk tickets."

"ServiceNow is easy to use."

More ServiceNow pros

Cons

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

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

"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."

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

"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."

"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."

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

More Ivanti Neurons for ITSM cons

"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."

"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."

"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."

"There should be fewer clicks and faster integrations between solutions."

"It's a little expensive compared to other tools."

"ServiceNow might need to improve its capabilities to integrate with third-party tools."

"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."

"Their GUI could be updated."

More ServiceNow 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."

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

"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 first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."

"The solution is expensive."

"We are happy with the pricing."

"The price of this solution is expensive."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

"For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher."

"$230 per user."

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

Computer Software Company

13%

Manufacturing Company

11%

Financial Services Firm

11%

Educational Organization

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

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	54
Midsize Enterprise	36
Large Enterprise	163

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.

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.

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.

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.

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Product Reports

Ivanti Neurons for ITSM

Download Ivanti Neurons for ITSM product report

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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

Ivanti Neurons for ITSM vs. ServiceNow