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Agiloft Service Desk Suite vs Ivanti Neurons for ITSM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
660
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
Ivanti Neurons for ITSM
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
19
Ranking in other categories
Help Desk Software (12th), IT Service Management (ITSM) (11th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
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.

Quotes from Members

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

Pros

"The technical support is very good. We are very happy with them."
"We're finding time savings as a benefit. One example would be a customer service rep who might get a question about an order, and it's usually through email. It can take a good three to seven business days to answer a customer's question about their order. When we automate it, it takes hours, if not minutes."
"Automation Anywhere is a good platform with extensive capabilities that has innovated and kept their platform more centered and relevant in the market by introducing AI and agentic capabilities."
"Overall, I would rate Automation Anywhere a nine out of ten."
"The best part about Automation Anywhere is the easy to use UI. It's very user-friendly. You have everything that you want in front of your eyes. You just have to drag and drop, then build your logic accordingly."
"Automation Anywhere is one of the most popular RPA vendors offering powerful and user-friendly RPA capabilities to automate the business processes that are performed by humans. AA is a web-based management system that includes a control to run end-to-end automated business tasks for companies."
"Automation Anywhere has helped us save on both time and cost."
"The stability of Automation Anywhere is not a concern when deployed on the cloud."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Understand that this product is a great investment."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"My advice to others considering Ivanti Neurons for ITSM is that it is a good platform to obtain comprehensive help in one location, and users can utilize this platform comfortably."
"HEAT Service Management is a great tool for assets, service desk, and customer service management."
"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."
"The solution's installation depends on its customization. It is easy."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"It is easy to set up."
 

Cons

"The user interface should be enhanced to make things simpler for the user."
"One area requiring improvement is the debugging process. When I use a multi-structure with conditions to switch from one bot to another, successful debugging of the entire process is not feasible. Each bot has to be debugged individually."
"I would like to be able to look at the steps that are completed as a process is running."
"Instead of depending on other open-source BPM products, AA should provide their own BPM for attended automations."
"They need to improve the OCR engine which is not up to the market."
"There is room for improvement in terms of costs and procurement considerations."
"There is room for improvement when this application is used in a Citrix-based environment."
"Automation Anywhere lacks a desktop version and is solely web-based and cloud-based. Automation Anywhere is not so easy for business users who are not technical."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"There's a lack of integration with other products. This needs to be improved."
"Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices."
"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."
"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."
"Support needs improvement in terms of responsiveness and timeliness."
"The user interface must be made simpler and more effective."
"Currently, the solution only supports SOAP web services, but a REST interface is on the roadmap and has been confirmed for mid-next year."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
 

Pricing and Cost Advice

"The licensing cost is approximately $4,000 USD, which is a seed license."
"We only deal in annual licenses. There are no pay-as-you-go licenses."
"Its cost is good."
"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."
"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."
"Our annual licensing costs are about $500,000."
"The licensing needs to be made simpler or shortened."
"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"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."
"The product is affordable for small businesses."
"The price is on the higher side. The support is included in the standard licensing fees."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
11%
No data available
Manufacturing Company
10%
Financial Services Firm
9%
Construction Company
8%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise7
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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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 devi...
What is your primary use case for Ivanti Neurons for ITSM?
I use this product for patch management, remote access, and endpoint control.
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
HEAT Service Management
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Find out what your peers are saying about Agiloft Service Desk Suite vs. Ivanti Neurons for ITSM and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.