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Ivanti Neurons for ITSM vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
10th
Ranking in IT Service Management (ITSM)
6th
Average Rating
8.4
Reviews Sentiment
6.7
Number of Reviews
16
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
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.5%, up from 1.8% compared to the previous year. The mindshare of JIRA Service Management is 9.1%, down from 12.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Anoir LOUHICHI - PeerSpot reviewer
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.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Ivanti Neurons allows me to adjust our workflow according to our needs."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The integrations are quite simple and clear."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"It is easy to set up."
"This is an excellent alternative to ServiceNow for smaller companies."
"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 solution is easy to use and has a user-friendly interface"
"Using JIRA simplifies tracking issues and updates."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"JSM's best feature is the integration with other Jira products."
"The visibility features are great."
"I think one of the most valuable things is that it's all integrated."
"Auditing team uses this solution to track audit findings and follow-up."
"Easily integrates with other tools."
"This solution has helped us a great deal in project management tracking and forecasting."
 

Cons

"The patching for non-Windows OSes such as Linux is poor."
"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."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"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."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"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 is room for improvement in terms of response time. The support team takes a long time to respond."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"The licensing model could be improved."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"We faced challenges with integration for different frameworks like TestComplete."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
 

Pricing and Cost Advice

"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."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"It costs around $150 to $200 per user."
"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 the solution is becoming expensive and it should be reduced."
"Licensing can become quite expensive."
"The pricing is free for us because we are an associate partner for the product."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"The pricing is very competitive and I think that it is okay."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
12%
Government
10%
Educational Organization
8%
Computer Software Company
18%
Financial Services Firm
10%
Manufacturing Company
8%
Government
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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.
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.
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.
 

Also Known As

HEAT Service Management
JIRA Service Desk
 

Overview

 

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
Find out what your peers are saying about Ivanti Neurons for ITSM vs. JIRA Service Management and other solutions. Updated: May 2025.
860,632 professionals have used our research since 2012.