Cherwell Service Management vs Ivanti Neurons for ITSM comparison

Cherwell Service Management and Ivanti Neurons for ITSM are both solutions in the Help Desk Software category. Cherwell Service Management is ranked #26, while Ivanti Neurons for ITSM is ranked #10 with an average rating of 8.3. Cherwell Service Management holds a 0.8% mindshare in HDS, compared to Ivanti Neurons for ITSM’s 2.5% mindshare. Additionally, 80% of Cherwell Service Management users are willing to recommend the solution, compared to 91% of Ivanti Neurons for ITSM users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

469 Views
47 Comparison Views

80% willing to recommend

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

902 Views
114 Comparison Views

91% willing to recommend

Cherwell Service Management

Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Ivanti Neurons for ITSM and Cherwell Service Management are both IT service management solutions focused on enhancing service delivery. Ivanti Neurons for ITSM is perceived to have an edge due to competitive pricing and customer support satisfaction, while Cherwell is seen as a stronger choice for those requiring robust features.

Features: Ivanti Neurons for ITSM is equipped with AI-driven ticket automation, proactive service resolutions, and a user-friendly interface. Cherwell Service Management offers highly customizable workflows, strong integration capabilities with third-party solutions, and a comprehensive service catalog management system.

Room for Improvement: Ivanti Neurons for ITSM could enhance its customization options further, expand third-party integrations, and improve its reporting capabilities. Cherwell Service Management could work on simplifying its setup process, speeding up its customer service responsiveness, and reducing the overall complexity of configuration options.

Ease of Deployment and Customer Service: Both Ivanti and Cherwell offer cloud and on-premise deployment. Ivanti is noted for simpler and faster deployment, reducing potential downtime. In contrast, Cherwell's deployment is more comprehensive, often requiring more expertise. Ivanti's customer service is quick and responsive, while Cherwell provides detailed but slower support.

Pricing and ROI: Ivanti Neurons for ITSM is competitively priced, offering a promising ROI through its automation features and reduced manual interventions. Cherwell's higher setup costs reflect its more extensive feature set and customization capabilities, providing an adequate ROI for large-scale implementations requiring detailed customization.

To learn more, read our detailed Cherwell Service Management vs. Ivanti Neurons for ITSM Report (Updated: May 2025).

Buyer's Guide

Cherwell Service Management vs. Ivanti Neurons for ITSM

May 2025

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Helped 857,028 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

Cherwell Service Management

Ranking in Help Desk Software

26th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Ivanti Neurons for ITSM

Ranking in Help Desk Software

10th

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 0.8%, up from 0.8% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.5%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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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Anoir LOUHICHI

Consultant ITSM at Easydesk

Integration flexibility and informative dashboards enable effective workflow management

Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

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

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

"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."

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

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

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

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

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

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

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

"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."

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

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

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

More Ivanti Neurons for ITSM pros

Cons

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

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

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

"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."

"They could provide product integration with popular platforms."

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

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

"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."

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

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

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

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

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

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

"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."

"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."

"The product is affordable for small businesses."

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Top Industries

By visitors reading reviews

Educational Organization

45%

Computer Software Company

12%

Energy/Utilities Company

Financial Services Firm

Computer Software Company

14%

Financial Services Firm

12%

Government

10%

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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 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.

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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

Comparisons

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Compared 100% of the time

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Compared 31% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 11% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 10% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 9% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 8% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

May 2025

Download Cherwell Service Management product report

Buyer's Guide

Ivanti Neurons for ITSM

June 2025

Download Ivanti Neurons for ITSM product report

Also Known As

No data available

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

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

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Buyer's Guide

Cherwell Service Management vs. Ivanti Neurons for ITSM

May 2025

Free Report: Cherwell Service Management vs. Ivanti Neurons for ITSM

Find out what your peers are saying about Cherwell Service Management vs. Ivanti Neurons for ITSM and other solutions. Updated: May 2025.

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