Cherwell Service Management vs Clarity SM vs Ivanti Neurons for ITSM comparison

Ivanti and Broadcom are both solutions in the Help Desk Software category. Ivanti is ranked #27, while Broadcom is ranked #25. Ivanti holds a 1.4% mindshare in HDS, compared to Broadcom’s 1.2% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 85% of Broadcom users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

576 Views
507 Comparison Views

80% willing to recommend

Clarity SM

Read 107 Clarity SM reviews

1,038 Views
779 Comparison Views

85% willing to recommend

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,176 Views
929 Comparison Views

92% willing to recommend

Cherwell Service Management

Clarity SM

Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Cherwell Service Management, Clarity SM, and Ivanti Neurons for ITSM based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: September 2025).

Buyer's Guide

Help Desk Software

September 2025

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Helped 868,706 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:

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.4%, up from 0.4% compared to the previous year. The mindshare of Clarity SM is 1.2%, up from 1.0% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.1%, up from 1.7% 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	2.1%
Clarity SM	1.2%
Cherwell Service Management	1.4%
Other	95.3%

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Türker Kara

Application & Software Architect at Turkiye Finans Participation Bank

Quite good back-end architecture for end users but the API is very, very bad

Our company uses the solution for system, program, service request, change, and knowledge-based management. We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations. We have about…

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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.

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

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The most valuable features are problem management and change management."

"The dashboard and the reporting functionality are the solution's most valuable features."

"All our activities are carried out in the one place."

"The dashboard is very useful to get a quick overview of current tasks."

"The in-service catalog is quite useful."

"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."

"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."

"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."

"The view it provides into who's doing the work."

"The value for the clients is that you can save information in the application and get reports with that information."

"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."

"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."

More Clarity SM pros

"The integrations are quite simple and clear."

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

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

"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."

"It is easy to set up."

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

"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."

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

More Ivanti Neurons for ITSM pros

Cons

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"The stability, specifically in the on-premises deployment model, could be improved."

"Access is only available if we're on VPN."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."

"The SDM administration and customisation needS deep information about architecture and vendor support continuously."

"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."

"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."

"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."

"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."

"We would like more information about all the configurations that we have on our infrastructure side."

"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."

More Clarity SM cons

"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."

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

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

"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."

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

"They could provide product integration with popular platforms."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"I don't see anyone other than large companies being able to afford this system."

"The solution is quite reasonable compared to other solutions in the market."

"It is a bit expensive, but you definitely get what you pay for. It is worth it!"

"I think pricing of this model is suitable for growing corporations."

"The pricing is based on a subscription model."

"Pricing is simple, as it’s per concurrent analysts."

"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."

"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."

"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 product is affordable for small businesses."

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Energy/Utilities Company

14%

Manufacturing Company

10%

Healthcare Company

Performing Arts

13%

Computer Software Company

Financial Services Firm

Manufacturing Company

Computer Software Company

13%

Manufacturing Company

11%

Financial Services Firm

10%

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	15
Large Enterprise	66

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	6

Questions from the Community

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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 th...

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 h...

See all answers

Comparisons

ServiceNow vs Cherwell Service Management

Compared 64% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 26% of the time

More Cherwell Service Management Competitors

JIRA Service Management vs Clarity SM

Compared 48% of the time

ServiceNow vs Clarity SM

Compared 37% of the time

Vision Helpdesk vs Clarity SM

Compared 14% of the time

More Clarity SM Competitors

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

ConnectWise PSA vs Ivanti Neurons for ITSM

Compared 5% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download Cherwell Service Management product report

Buyer's Guide

Clarity SM

September 2025

Download Clarity SM product report

Buyer's Guide

Ivanti Neurons for ITSM

September 2025

Download Ivanti Neurons for ITSM product report

Also Known As

No data available

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight

HEAT Service Management

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

Broadcom

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

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini

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 ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: September 2025.

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