We performed a comparison between Ivanti Neurons for ITSM and ServiceNow 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."The solution's installation depends on its customization. It is easy."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"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."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-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 most recent addition of SAM Premium is a game changer for many organizations."
"Change management is most valuable."
"It is robust and very user-friendly."
"The subsequent chain of tasks, I believe, is valuable."
"I like the ease of use."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"The solution integrates well with other products."
"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."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"The patching for non-Windows OSes such as Linux is poor."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Creating service catalog forms could be made easier."
"The pricing of the solution could be better. It's a bit high."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"I do not like the user interface."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while ServiceNow is ranked 1st in Help Desk Software with 211 reviews. Ivanti Neurons for ITSM is rated 8.2, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Ivanti Neurons for ITSM is most compared with JIRA Service Management, BMC Helix ITSM, Cherwell Service Management, ManageEngine ServiceDesk Plus and PagerDuty Operations Cloud, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Ivanti Neurons for ITSM vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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