Ivanti Neurons for ITSM vs SysAid comparison

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Ivanti Neurons for ITSM

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Executive SummaryUpdated on Nov 3, 2024

SysAid and Ivanti Neurons for ITSM compete in the IT service management category. SysAid seems to have the upper hand due to its flexible deployment options, competitive pricing, and strong customer support.

Features: SysAid offers extensive customizability, allowing modifications from front-end to back-end integrations. Its BI Analytics module provides quick insights into operations, and a self-service portal simplifies user interactions. Ivanti Neurons for ITSM features powerful AI-driven hyper-automation, including self-healing capabilities and seamless cloud enhancements, with a robust ticketing system catering to ITSM & ITAM needs.

Room for Improvement: SysAid's knowledge base needs graphical and segmentation enhancements, while advanced role-based security and flexible reporting tools are also necessary. Ivanti Neurons for ITSM could improve self-service customization, mobile functionality, and integration with other platforms, alongside better language localization and UI simplification.

Ease of Deployment and Customer Service: SysAid supports on-premises, private cloud, and public cloud deployments, alongside efficient technical and community support. Ivanti Neurons for ITSM supports on-premises and hybrid cloud deployments and provides 24/7 customer service but might benefit from improved customer support feedback.

Pricing and ROI: SysAid is recognized for competitive pricing, emphasizing cost-effectiveness and high ROI, often achieved within the first year through operational efficiencies. Ivanti Neurons for ITSM is perceived as more expensive, offering a per-user subscription model with additional costs for professional services, which may not suit small businesses despite positive ROI reports.

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

Ivanti Neurons for ITSM vs. SysAid

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Helped 881,757 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

13th

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

SysAid

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

25th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.2%, up from 1.9% compared to the previous year. The mindshare of SysAid is 1.6%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Ivanti Neurons for ITSM	2.2%
SysAid	1.6%
Other	96.2%

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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Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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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

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

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

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

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

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

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

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

More Ivanti Neurons for ITSM pros

"SysAid is more user-friendly, and its configuration is easier than other tools."

"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."

"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."

"I would say the overall flexibility of the product is its most valuable feature."

"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

"The simplicity of the solution is excellent."

More SysAid pros

Cons

"Support needs improvement in terms of responsiveness and timeliness."

"They could provide product integration with popular platforms."

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

"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."

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

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

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

"The user interface must be made simpler and more effective."

More Ivanti Neurons for ITSM cons

"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."

"Currently, SysAid does not have a mobile application."

"SysAid has fewer AI features compared to other tools."

"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."

"We would like them to approve the security functionalities, e.g., management security features."

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"There is a learning curve for the users."

More SysAid 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."

"SysAid is a good solution, especially from a pricing perspective."

"The pricing of SysAid is less than its competitors."

"We saw our investment back at the end of year one."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Manufacturing Company

10%

Financial Services Firm

Educational Organization

Computer Software Company

15%

Comms Service Provider

11%

Financial Services Firm

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	5
Midsize Enterprise	1
Large Enterprise	4

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?

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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Compared 13% of the time

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Spiceworks vs SysAid

Compared 3% of the time

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Product Reports

Ivanti Neurons for ITSM

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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

SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. Whether you're an SMB or an Enterprise, SysAid offers a customizable IT service delivery platform tailored to your unique needs, ensuring optimal performance and ROI at every stage of growth.

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

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank

Ivanti Neurons for ITSM vs. SysAid