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Ivanti Neurons for ITSM vs JIRA Service Management comparison

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #13 with an average rating of 8.3, while Atlassian is ranked #2 with an average rating of 8.1. Ivanti holds a 2.1% mindshare in ISM, compared to Atlassian’s 7.3% mindshare. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.
Ivanti Neurons for ITSM
Read 17 Ivanti Neurons for ITSM reviews
  • 1,672 Views
  • 1,221 Comparison Views
92% willing to recommend
JIRA Service Management
Read 88 JIRA Service Management reviews
  • 5,671 Views
  • 4,140 Comparison Views
93% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Ivanti Neurons for ITSM are competitive products in the IT service management category. JIRA Service Management has the upper hand due to its robust deployment options and comprehensive community support.

Features: JIRA Service Management offers robust customization options, allowing users to tailor task management, ticket routing, and dashboards to their needs. Its capabilities in prioritizing tasks and managing service requests provide insightful statistics for resource deployment. Ivanti Neurons for ITSM provides comprehensive change management, strong automation capabilities, and flexible self-service features, making it ideal for IT and service desk operations.

Room for Improvement: JIRA Service Management could benefit from enhanced customization features in workflows and seamless integration with external systems. Additionally, users seek a more intuitive interface and a flexible licensing approach concerning add-on costs. Ivanti Neurons for ITSM needs improvements in its user interface, integration simplicity, and support model. Enhanced community presence and localization features are also areas for growth.

Ease of Deployment and Customer Service: JIRA Service Management provides various deployment options, including Public, Private, Hybrid Cloud, and On-premises, catering to diverse organizational needs. Its customer support, despite mixed reviews on responsiveness, is well-regarded. Ivanti Neurons for ITSM supports Public, Hybrid Cloud, and On-premises deployment, but its customer support is perceived as less robust concerning localization and community support compared to JIRA.

Pricing and ROI: JIRA Service Management uses a tiered pricing model based on user numbers, making it affordable for smaller organizations. Its competitive pricing and perceived ROI benefits have led to widespread adoption, though add-on costs can increase expenses. Ivanti Neurons for ITSM, with a higher price point, offers subscription-based licensing integrating various capabilities, appealing to organizations seeking comprehensive ITSM solutions. It is seen as cost-effective given the provided value.

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To learn more, read our detailed Ivanti Neurons for ITSM vs. JIRA Service Management Report (Updated: January 2026).
Buyer's Guide
Ivanti Neurons for ITSM vs. JIRA Service Management
January 2026
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Helped 881,515 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
13th
Ranking in IT Service Management (ITSM)
13th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
88
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 2.1% compared to the previous year. The mindshare of JIRA Service Management is 7.3%, down from 11.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
JIRA Service Management7.3%
Ivanti Neurons for ITSM2.1%
Other90.6%
IT Service Management (ITSM)
 

Featured Reviews

Rajat_Srivastava - PeerSpot reviewer
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.
Read full review
Sohaib Ahmad - PeerSpot reviewer
Sohaib Ahmad
Vice President Service Delivery at quixel
Comprehensive workflows and data views have supported complex teams but still need cost improvements
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.
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

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"The solution's installation depends on its customization. It is easy."
"This is an excellent alternative to ServiceNow for smaller companies."
"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."
More Ivanti Neurons for ITSM pros
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Everyone knows how to use it, so there's no need to teach new members."
"It scales well."
"The automations will really help the company by delegating work the way your company operates."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The dashboards in Jira have been the most useful feature."
More JIRA Service Management pros
 

Cons

"Support needs improvement in terms of responsiveness and timeliness."
"The user interface must be made simpler and more effective."
"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."
"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."
"There's a lack of integration with other products. This needs to be improved."
"The patching for non-Windows OSes such as Linux is poor."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
More Ivanti Neurons for ITSM cons
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"Jira Service Management should be more user-friendly."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"An AI feature that enables automation and alerts for users can be an improvement."
"At times you will need add-ons or additional software, so built-in features would be helpful."
More JIRA Service Management cons
 

Pricing and Cost Advice

"The product is affordable for small businesses."
"The price is on the higher side. The support is included in the standard licensing fees."
"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."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"The pricing is free for us because we are an associate partner for the product."
"I price of JIRA Service Management is reasonable."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"The pricing is very competitive and I think that it is okay."
"It is a cheaply priced product."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
More JIRA Service Management pricing and cost advice
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Top Industries

By visitors reading reviews
Computer Software Company
10%
Manufacturing Company
10%
Financial Services Firm
9%
Educational Organization
8%
Financial Services Firm
9%
Computer Software Company
9%
Manufacturing Company
9%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise6
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise24
Large Enterprise33
 

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?
Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...
See all answers
What is your favorite Help Desk Software and why?
JIRA Due to its agility.
See all answers
What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
See all answers
What is your experience regarding pricing and costs for JIRA Service Management?
The price is actually reasonable.
See all answers
 

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Product Reports

Buyer's Guide
Ivanti Neurons for ITSM
January 2026
Ivanti Neurons for ITSM reportDownload Ivanti Neurons for ITSM product report
Buyer's Guide
JIRA Service Management
January 2026
JIRA Service Management reportDownload JIRA Service Management product report
 

Also Known As

HEAT Service Management
JIRA Service Desk, Atlassian Jira Service Management
 

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

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?
  • Customizable Workflows: Adapt workflows to meet business needs.
  • Integration: Seamlessly connects with other tools, including Jira and Confluence.
  • Real-Time Updates: Keeps teams informed and synchronized.
  • Automation: Reduces manual tasks with automated processes.
  • Scalability: Grows with organizations, accommodating increasing demands.
What benefits and ROI can be expected from JIRA Service Management?
  • Efficiency Gains: Improves operational efficiency through streamlined processes.
  • User-Friendly Interface: Simplifies adoption with intuitive navigation.
  • Comprehensive Reporting: Provides valuable insights to drive decisions.
  • Quick Setup: Fast deployment enhances time-to-value.
  • SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian
 

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
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Buyer's Guide
Ivanti Neurons for ITSM vs. JIRA Service Management
January 2026
Free Report: Ivanti Neurons for ITSM vs. JIRA Service Management
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