We performed a comparison between Hornbill Systems Supportworks and Ivanti Neurons for ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"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."
"The solution is easy to use and has a user-friendly interface"
"It is easy to set up."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The solution's installation depends on its customization. It is easy."
"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."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"We'd like more integration with solutions like SolarWinds."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The patching for non-Windows OSes such as Linux is poor."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"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."
"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."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. Hornbill Systems Supportworks is rated 7.0, while Ivanti Neurons for ITSM is rated 8.2. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". Hornbill Systems Supportworks is most compared with ServiceNow, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Cherwell Service Management.
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