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

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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

Ivanti Neurons for ITSM

JIRA Service Management

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.

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 882,886 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

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

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
Product	Market Share (%)
JIRA Service Management	7.3%
Ivanti Neurons for ITSM	2.1%
Other	90.6%

IT Service Management (ITSM)

Featured Reviews

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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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.

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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

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

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

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

"It is easy to set up."

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

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

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

"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."

More Ivanti Neurons for ITSM pros

"Auditing team uses this solution to track audit findings and follow-up."

"The most valuable feature of this solution is that it is user-friendly."

"It makes the IT department more transparent and helps the employees."

"The dashboards in Jira have been the most useful feature."

"Everyone knows how to use it, so there's no need to teach new members."

"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."

"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."

"The most valuable features of this solution are Incident and Request Management."

More JIRA Service Management pros

Cons

"They could provide product integration with popular platforms."

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

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

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

"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."

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

"There's a lack of integration with other products. This needs to be improved."

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

More Ivanti Neurons for ITSM cons

"The reporting function of this solution, particularly the filters in the portal, could be improved."

"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."

"Jira Service Management should be more user-friendly."

"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."

"The customizations in Jira could be improved by being simplified. They are currently very complex."

"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."

"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."

"The interface could be made easier to use."

More JIRA Service Management cons

Pricing and Cost Advice

"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."

"The product is affordable for small businesses."

"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."

"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."

"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"The price of JIRA Service Management could be reduced."

"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

11%

Manufacturing Company

11%

Financial Services Firm

10%

Educational Organization

Financial Services Firm

Manufacturing Company

Computer Software Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

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.

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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?

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...

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What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

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What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

See all answers

Comparisons

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Compared 14% 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

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM

Compared 5% of the time

More Ivanti Neurons for ITSM Competitors

ServiceNow vs JIRA Service Management

Compared 15% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 9% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 7% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

More JIRA Service Management Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

February 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

JIRA Service Management

February 2026

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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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