IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM comparison

IBM and Ivanti are both solutions in the Help Desk Software category. IBM is ranked #29, while Ivanti is ranked #12 with an average rating of 8.3. IBM holds a 1.3% mindshare in HDS, compared to Ivanti’s 2.2% mindshare. Additionally, 88% of IBM users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.

IBM SmartCloud Control Desk

Read 9 IBM SmartCloud Control Desk reviews

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586 Comparison Views

88% willing to recommend

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,297 Views
1,038 Comparison Views

92% willing to recommend

IBM SmartCloud Control Desk

Ivanti Neurons for ITSM

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Executive SummaryUpdated on Dec 1, 2024

Ivanti Neurons for ITSM and IBM SmartCloud Control Desk compete in the IT Service Management space, each offering unique advantages. Ivanti Neurons for ITSM often takes the lead in pricing and customer support, making it favorable for cost-conscious organizations, while IBM SmartCloud Control Desk is noted for its comprehensive features catering to complex enterprise needs.

Features: Ivanti Neurons for ITSM is noted for its automated workflows, AI-driven insights, and strong integration capabilities which enhance user-friendliness and adaptability. IBM SmartCloud Control Desk excels with robust asset management, extensive configuration options, and centralized service request management tailored for intricate enterprise environments.

Room for Improvement: Ivanti Neurons for ITSM may enhance by broadening its advanced configuration features, enriching asset management capabilities, and improving scalability for larger enterprises. IBM SmartCloud Control Desk could focus on simplifying its installation process, streamlining user interface complexities, and reducing the steep learning curve associated with its functionality.

Ease of Deployment and Customer Service: Ivanti Neurons for ITSM boasts a straightforward deployment model and responsive customer service, easing the onboarding process for users. In contrast, IBM SmartCloud Control Desk requires a more complex setup but compensates with thorough customer support designed for large-scale deployments, beneficial for organizations with substantial technical expertise.

Pricing and ROI: Ivanti Neurons for ITSM provides a cost-effective solution with a quicker turnaround on investment, owing to its lower pricing structure. Meanwhile, IBM SmartCloud Control Desk incurs higher initial costs yet offers substantial ROI, especially for enterprises that fully utilize its extensive feature set. This financial outlay might appeal to organizations in search of comprehensive, long-term solutions.

To learn more, read our detailed IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM Report (Updated: December 2025).

Buyer's Guide

IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM

December 2025

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Helped 879,259 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

IBM SmartCloud Control Desk

Ranking in Help Desk Software

29th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Ivanti Neurons for ITSM

Ranking in Help Desk Software

12th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (13th)

Mindshare comparison

As of December 2025, in the Help Desk Software category, the mindshare of IBM SmartCloud Control Desk is 1.3%, up from 0.6% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.2%, up from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Ivanti Neurons for ITSM	2.2%
IBM SmartCloud Control Desk	1.3%
Other	96.5%

Help Desk Software

Featured Reviews

Klemen Muhvič

Computer System Engineer at Informatika d.d.

Has centralization and asset management features, and a helpful and knowledgeable technical support team

What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk.

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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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Quotes from Members

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

Pros

"The solution has been stable."

"In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in."

"SLA integrations, reports, and integration with other applications are the most valuable."

"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them."

"The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us."

"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."

"The solution is very easy to work with."

"The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."

More IBM SmartCloud Control Desk pros

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

"The integrations are quite simple and clear."

"It is easy to set up."

"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."

"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

"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."

"The solution is easy to use and has a user-friendly interface"

More Ivanti Neurons for ITSM pros

Cons

"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user."

"The solution lacks a graphical user interface."

"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."

"What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk."

"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."

"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."

"The reporting in relation to updating could be improved upon."

"It could use more facility or flexibility for reporting, and business intelligence in the tool."

More IBM SmartCloud Control Desk cons

"They could provide product integration with popular platforms."

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

"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."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

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

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

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

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."

"The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."

"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."

"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."

"The product is affordable for small businesses."

"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."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

12%

Manufacturing Company

11%

Financial Services Firm

10%

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Large Enterprise	3

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	6

Questions from the Community

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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...

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Comparisons

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Compared 22% of the time

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Compared 18% of the time

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Compared 15% of the time

Ameyo Fusion CX vs IBM SmartCloud Control Desk

Compared 14% of the time

ServiceNow vs IBM SmartCloud Control Desk

Compared 13% of the time

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ServiceNow vs Ivanti Neurons for ITSM

Compared 19% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 7% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Zendesk vs Ivanti Neurons for ITSM

Compared 5% of the time

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Product Reports

Buyer's Guide

IBM SmartCloud Control Desk

December 2025

Download IBM SmartCloud Control Desk product report

Buyer's Guide

Ivanti Neurons for ITSM

December 2025

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Also Known As

SmartCloud Control Desk

HEAT Service Management

Overview

IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.

IBM

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

Sample Customers

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Buyer's Guide

IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM

December 2025

Free Report: IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM

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