Ivanti Neurons for ITSM vs SCSM comparison

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Read 23 SCSM reviews
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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Ivanti Neurons for ITSM and SCSM based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Ivanti Neurons for ITSM vs. SCSM Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation.""HEAT Service Management is good for asset and service desk management. It is the focal point for this solution.""The solution is easy to use and has a user-friendly interface""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.""Primarily, I believe the focus lies on discovery, workflow configuration, and automation.""It is easy to set up.""The integrations are quite simple and clear."

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"The most valuable feature is the reporting of incidents.""The solution is quite easy to integrate with other Microsoft products.""This product has helped our organization by allowing people to connect with each other.""The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.""We use SCSM to manage all of our IT operations, including incident and service requests and problem management.""It is quite scalable.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""It is a simple solution that is easy to configure."

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Cons
"There is room for improvement in terms of response time. The support team takes a long time to respond.""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.""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.""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.""Configuration requirements are extensive, even in basic Service Desk processes.""We'd like more integration with solutions like SolarWinds."

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"We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.""The user interface needs to be improved.""Resources for understanding compliance and relative compliance need to be made available.""It would be good if Microsoft added custom attributes or tagging like in Jamf.""The price of this solution is high and it needs to be cheaper.""They need more integration with open-source products.""I have found SCSM not adequate enough to carry out some functions."

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Pricing and Cost Advice
  • "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."
  • "The product is affordable for small businesses."
  • "The price is on the higher side. The support is included in the standard licensing fees."
  • More Ivanti Neurons for ITSM Pricing and Cost Advice →

  • "It is a lower price vs. other things on the market."
  • "It is an expensive solution."
  • "Licensing can be complex and confusing."
  • "The price should be lower."
  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • "I would rate the pricing as two out of five."
  • More SCSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.
    Top Answer:The price is on the higher side. The support is included in the standard licensing fees.
    Top Answer:For our region, there is room for improvement in price. So, maybe if Ivanti can bundle all the features together. Like, have one console instead of separate ones for different features. The customer… more »
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:For any weaknesses in the product, our company's security team maintains the application for our environment. The logs and reporting-related features of the product have certain shortcomings where… more »
    Ranking
    13th
    out of 59 in Help Desk Software
    Views
    1,717
    Comparisons
    636
    Reviews
    6
    Average Words per Review
    565
    Rating
    8.3
    14th
    out of 59 in Help Desk Software
    Views
    1,579
    Comparisons
    877
    Reviews
    8
    Average Words per Review
    511
    Rating
    7.6
    Comparisons
    Also Known As
    HEAT Service Management
    System Center Service Manager
    Learn More
    Ivanti
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    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.

    System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
    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
    Fibabanka, UMC Health System
    Top Industries
    REVIEWERS
    Computer Software Company29%
    Retailer29%
    Educational Organization14%
    Government14%
    VISITORS READING REVIEWS
    Government19%
    Healthcare Company10%
    Computer Software Company10%
    Manufacturing Company7%
    REVIEWERS
    Financial Services Firm20%
    Computer Software Company10%
    Hospitality Company10%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Government25%
    Computer Software Company10%
    Financial Services Firm9%
    Manufacturing Company9%
    Company Size
    REVIEWERS
    Small Business50%
    Midsize Enterprise14%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise13%
    Large Enterprise68%
    REVIEWERS
    Small Business38%
    Midsize Enterprise21%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise19%
    Large Enterprise66%
    Buyer's Guide
    Ivanti Neurons for ITSM vs. SCSM
    March 2024
    Find out what your peers are saying about Ivanti Neurons for ITSM vs. SCSM and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Ivanti Neurons for ITSM is rated 8.2, while SCSM is rated 7.2. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and ManageEngine ServiceDesk Plus, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Ivanti Neurons for ITSM vs. SCSM report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.