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

"The integrations are quite simple and clear."

"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."

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

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

"The solution's installation depends on its customization. It is easy."

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

"It is easy to set up."

More Ivanti Neurons for ITSM pros

"The initial setup is pretty easy."

"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."

"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."

"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."

"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."

"We get software developed faster."

"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."

"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."

More JIRA Service Management pros

Cons

"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."

"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."

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

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

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

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

More Ivanti Neurons for ITSM cons

"I think the performance can be better."

"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."

"There is no notification regarding language upgrades."

"At times you will need add-ons or additional software, so built-in features would be helpful."

"The interface could be made easier to use. While it is not the worst, there is still room for improvement."

"The licensing model could be improved."

"There is room for improvement in support."

"There should be better connections with access management. They should improve the connectivity."

More JIRA Service Management cons

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."

"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."

"It costs around $150 to $200 per user."

"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."

"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."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"The pricing is free for us because we are an associate partner for the product."

"Licensing can become quite expensive."

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...

See all answers

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

ServiceNow vs Ivanti Neurons for ITSM

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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