Ivanti Neurons for ITSM vs TOPdesk comparison

Ivanti and TOPdesk are both solutions in the Help Desk Software category. Ivanti is ranked #10 with an average rating of 8.0, while TOPdesk is ranked #16 with an average rating of 8.0. Ivanti holds a 2.1% mindshare in HDS, compared to TOPdesk’s 2.2% mindshare. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 84% of TOPdesk 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

TOPdesk

Read 10 TOPdesk reviews

1,185 Views
936 Comparison Views

84% willing to recommend

Ivanti Neurons for ITSM

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Ivanti Neurons for ITSM and TOPdesk compete in IT service management. Ivanti leads in customization, while TOPdesk is more cost-effective with integrated features.

Features:Ivanti Neurons for ITSM features robust automation, detailed analytics, and personalization for workflows, enhancing flexibility. TOPdesk offers all-in-one incident, problem, and change management, with an intuitive self-service portal and seamless resource integration.

Room for Improvement:Ivanti might improve by simplifying deployment, enhancing user interface design, and offering more built-in integrations for quicker setup. TOPdesk could offer more customization options, advanced analytics capacities, and integration with third-party tools for extended functionality.

Ease of Deployment and Customer Service:Ivanti's deployment can be complex due to its extensive customization, but it has comprehensive support. TOPdesk offers simple deployment, praised for its easy setup and intuitive design, with responsive customer service.

Pricing and ROI:Ivanti Neurons for ITSM can have higher setup costs due to its features and customization, promising long-term ROI through efficiencies. TOPdesk presents lower initial costs and quicker ROI due to integrated features and easier launch.

To learn more, read our detailed Ivanti Neurons for ITSM vs. TOPdesk Report (Updated: September 2025).

Buyer's Guide

Ivanti Neurons for ITSM vs. TOPdesk

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

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

TOPdesk

Ranking in Help Desk Software

16th

Ranking in IT Service Management (ITSM)

13th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

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 TOPdesk is 2.2%, up from 1.6% 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	2.1%
TOPdesk	2.2%
Other	95.7%

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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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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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

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

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

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

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

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

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

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

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

More Ivanti Neurons for ITSM pros

"Its ITSM approach is quite useful."

"TOPdesk is overall very stable."

"Change management is the most critical feature."

"It is an easy-to-use solution."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"The most valuable feature of TOPdesk is the reports."

More TOPdesk pros

Cons

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

"The patching for non-Windows OSes such as Linux is poor."

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

"They could provide product integration with popular platforms."

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

"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."

"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."

More Ivanti Neurons for ITSM cons

"It is time-consuming to add new users."

"The solution's change management could be better."

"An operator is also a user but requires creating two different records."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"Change management implementation, facility management, and making reservations on assets can be improved."

More TOPdesk cons

Pricing and Cost Advice

"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."

"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."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution is inexpensive compared to competitors."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The solution's pricing is reasonable and not expensive."

"TOPdesk's pricing is cheaper than Jira's."

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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

16%

Educational Organization

10%

Manufacturing Company

Healthcare 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	2
Midsize Enterprise	3
Large Enterprise	7

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 do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

See all answers

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...

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

More Ivanti Neurons for ITSM Competitors

ServiceNow vs TOPdesk

Compared 35% of the time

JIRA Service Management vs TOPdesk

Compared 19% of the time

Freshdesk vs TOPdesk

Compared 11% of the time

BMC Helix ITSM vs TOPdesk

Compared 7% of the time

GLPI by Teclib vs TOPdesk

Compared 4% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

September 2025

Download Ivanti Neurons for ITSM product report

Buyer's Guide

Help Desk Software

September 2025

Download TOPdesk product report

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

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

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

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

Ivanti Neurons for ITSM vs. TOPdesk

September 2025

Free Report: Ivanti Neurons for ITSM vs. TOPdesk

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