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 #26, while Ivanti is ranked #9 with an average rating of 8.2. IBM holds a 0.9% mindshare in HDS, compared to Ivanti’s 2.4% mindshare. Additionally, 88% of IBM users are willing to recommend the solution, compared to 91% of Ivanti users who would recommend it.

IBM SmartCloud Control Desk

Read 9 IBM SmartCloud Control Desk reviews

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408 Comparison Views

88% willing to recommend

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

1,139 Views
900 Comparison Views

91% 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: July 2025).

Buyer's Guide

IBM SmartCloud Control Desk vs. Ivanti Neurons for ITSM

July 2025

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Helped 864,574 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

26th

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

9th

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (7th)

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of IBM SmartCloud Control Desk is 0.9%, up from 0.7% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.4%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Jose Pedro Muñoz

Director of operations at Vetasi

Helps standardize our workflow, track client tickets, and it's very flexible

Initially we used HPE Service Desk. Then, Remedy (IBM SmartCloud Control Desk) version 5. When selecting a vendor, the most important thing for us is the flexibility of the tool. It must be very flexible to change the workflow or to add new workflows for the clients. It must have stability and scalability as well.

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Anoir LOUHICHI

Consultant ITSM at Easydesk

Integration flexibility and informative dashboards enable effective workflow management

Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

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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

"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."

"The solution is very easy to work with."

"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 brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that."

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

"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 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."

"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

"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."

"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."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

"The integrations are quite simple and clear."

"It is easy to set up."

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

More Ivanti Neurons for ITSM pros

Cons

"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."

"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."

"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."

"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 solution lacks a graphical user interface."

"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."

More IBM SmartCloud Control Desk cons

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

"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."

"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."

"Support needs improvement in terms of responsiveness and timeliness."

"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."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"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."

"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."

"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."

"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."

"The price is on the higher side. The support is included in the standard licensing fees."

"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."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

14%

Financial Services Firm

10%

Government

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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.

See all answers

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?

There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.

See all answers

Comparisons

ServiceNow vs IBM SmartCloud Control Desk

Compared 29% of the time

SCSM vs IBM SmartCloud Control Desk

Compared 26% of the time

Zendesk vs IBM SmartCloud Control Desk

Compared 24% of the time

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ServiceNow vs Ivanti Neurons for ITSM

Compared 24% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 8% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 7% of the time

Zoho Desk vs Ivanti Neurons for ITSM

Compared 5% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

IBM SmartCloud Control Desk

July 2025

Download IBM SmartCloud Control Desk product report

Buyer's Guide

Ivanti Neurons for ITSM

July 2025

Download Ivanti Neurons for ITSM product report

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

July 2025

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

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