Cherwell Service Management vs Ivanti Neurons for ITSM vs ServiceNow comparison

Cherwell Service Management

Read 225 ServiceNow reviews

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8,848 Comparison Views

91% willing to recommend

Ivanti Neurons for ITSM

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Executive Summary

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

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2026).

IT Service Management (ITSM)

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Helped 885,667 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 April 2026, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.7%, up from 0.7% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.1%, down from 2.3% compared to the previous year. The mindshare of ServiceNow is 15.8%, down from 24.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
ServiceNow	15.8%
Ivanti Neurons for ITSM	2.1%
Cherwell Service Management	1.7%
Other	80.4%

IT Service Management (ITSM)

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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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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MichaelTang1

Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees

Seamless data integration and advanced automation improve service delivery efficiency

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

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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

"We use the solution every day and quite extensively."

"Its integration features, orchestration features, and discovery tools are the most valuable."

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

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

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

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

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

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

More Cherwell Service Management pros

"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."

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

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

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

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

"Understand that this product is a great investment."

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

"HEAT Service Management is a great tool for assets, service desk, and customer service management."

More Ivanti Neurons for ITSM pros

"Remote access is most valuable."

"The new developer tools with Geneva have been the most valuable so far."

"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."

"The pricing of the product is quite good. It's not too expensive."

"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."

"Ninety percent of the time the people that respond to the high tickets that we open are really knowledgeable and solve our questions within a week."

"The solution offers very good functionality and transparency."

"Go ahead and get it. You'll have a cleaner insight into your organization, and how it's really working."

More ServiceNow pros

Cons

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly."

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

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"The solution could be more user-friendly."

"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."

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

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

More Cherwell Service Management cons

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

"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."

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

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

"They could provide product integration with popular platforms."

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

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

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

More Ivanti Neurons for ITSM cons

"If you have a lot of users, a lot of developers on a single platform, probably not everybody knows what the other ones do and you have, of course, different quality and experience of the developers."

"One area of improvement is the user interface."

"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."

"When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again."

"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."

"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined."

"I have enjoyed all the features. There is not any feature that I have missed or didn't have."

"The biggest issue that I see is the way that they license some of their add-on products."

More ServiceNow 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."

"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."

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."

"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"It is very expensive because it is a big organization. You have to pay for additional things."

"The licenses are expensive."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Construction Company

12%

Computer Software Company

12%

Manufacturing Company

11%

Healthcare Company

10%

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

Educational Organization

Financial Services Firm

11%

Manufacturing Company

10%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	168

Questions from the Community

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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...

What is your primary use case for Ivanti Neurons for ITSM?

What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addres...

What advice do you have for others considering Ivanti Neurons for ITSM?

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, yo...

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

BMC Helix ITSM vs Cherwell Service Management

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Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 6% of the time

IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM

Compared 5% of the time

TOPdesk vs Ivanti Neurons for ITSM

Compared 5% of the time

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Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

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Product Reports

IT Service Management (ITSM)

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Ivanti Neurons for ITSM

Download Ivanti Neurons for ITSM product report

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Also Known As

No data available

HEAT Service Management

No data available

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

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

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

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

IT Service Management (ITSM)