Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL] comparison

Ivanti Neurons for ITSM and Ivanti Service Desk [EOL] are both solutions in the IT Service Management (ITSM) category. Additionally, 92% of Ivanti Neurons for ITSM users are willing to recommend the solution, compared to 88% of Ivanti Service Desk [EOL] users who would recommend it.

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Executive Summary

We performed a comparison between Ivanti Neurons for ITSM and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: July 2026).

Buyer's Guide

IT Service Management (ITSM)

July 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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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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reviewer2150373

Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees

Scalable but interface can be improved

Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…

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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 valuable features that I see for automation with enterprise RPA are IQ Bot and Bot Insights."

"AA has helped to automate a complex Audit process, saving auditors from doing the mundane manual task of logging into multiple applications independently while the bot securely manages credentials, collects screenshots, builds PDFs, and reports results."

"The ease of use for the end user and the very low complexity in trying to build a bot are the big factors for us. We are able to work on a project, identify a use case, come up with a design spec, and execute and build a bot within a span of six to eight weeks. In nine to ten weeks, we are able to go live, which reduced complexity. Once we go live, the user interface and the user experience are extremely good."

"It automates forms for our customers and our analysts."

"We are able to satisfy our clients in ways that we did not think was possible."

"We have a bot running on a computer that is doing manual tasks that we used to do."

"Pulling data from web pages using Object Cloning has been an absolute delight."

"Automation Anywhere has not only my organization but several customers as well, particularly the organizations from the automobile industry, benefitted in their vision to transform their business objective towards the path of digital transformation."

More Automation Anywhere pros

"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."

"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."

"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 and when we go to the group assignment they can assign it to me there."

"It is easy to set up."

"The integrations are quite simple and clear."

More Ivanti Neurons for ITSM pros

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"The tool supports a lot of standard reporting KPIs."

"Ivanti Service Desk gives all the functionality we need."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"It is highly configurable with PinkVERIFY status."

"The initial setup was quite simple; installing just took a few minutes."

"Incident management is a valuable feature."

"Incident management and service request management features are the most valuable."

More Ivanti Service Desk [EOL] pros

Cons

"Automation Anywhere has to improve its technical features."

"We looked at the Bot Store initially and didn't find much."

"MetaBot still needs to be optimized, though Version 11.3 did integrate all the commands into it. We are not able to see all the lines of code which are executed in MetaBot."

"There's a loss of overhead on the computing resources in Automation Anywhere. If you have an encrypted bot, the Automation Anywhere software has to read it first, decrypt it, and run it. So there is a potential that, if the logic of the bot isn't good enough, a lot of CPU and memory overload will happen. This is something which Automation Anywhere should look at because it takes a lot of computing resources. I have seen CPUs running at 100 percent."

"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."

"Queues are great but need improvement. They are helpful because most of the automations are transaction-based."

"We would like a smoother process for moving bots and tasks between the different development environments, from development to testing to production. We find this to be pretty cumbersome to work through."

"One day, there will be a message box saying that the application is down or not available on a weekend. The instructions will say read the information and click, "Okay." But a bot doesn't understand the instructions because it is not the IQ system."

More Automation Anywhere cons

"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."

"There's a lack of integration with other products. This needs to be improved."

"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."

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

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

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

"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."

More Ivanti Neurons for ITSM cons

"I rated it a six out of 10 because it takes a lot to configure it."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"It's not professional support. When we have a problem, Ivanti should investigate."

"The interface can be improved. It can be made more interactive for self-service users."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"You must be very technical to configure it."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."

"The price for Automation Anywhere is reasonable."

"Automation Anywhere's pricing is significantly higher than other RPA solutions."

"I believe it is $10,000 for Bot Creator."

"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."

"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."

"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."

"The major reason that we selected Automation Anywhere was the licensing model."

More Automation Anywhere pricing and cost advice

"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."

"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

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Financial Services Firm

10%

Manufacturing Company

10%

Construction Company

Healthcare Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	3
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

I think the pricing aspect is cost-efficient.

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What needs improvement with Ivanti Neurons for ITSM?

Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devi...

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What is your primary use case for Ivanti Neurons for ITSM?

I use this product for patch management, remote access, and endpoint control.

See all answers

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Comparisons

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AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

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Compared 14% of the time

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Compared 9% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 6% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 4% of the time

Zendesk vs Ivanti Neurons for ITSM

Compared 3% of the time

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Freshservice vs Ivanti Service Desk [EOL]

Compared 18% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 17% of the time

BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 15% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 14% of the time

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Compared 12% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

Ivanti Neurons for ITSM

August 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

IT Service Management (ITSM)

July 2026

Download Ivanti Service Desk [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

HEAT Service Management

No data available

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Ivanti

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Ivanti Neurons for ITSM provides a comprehensive suite for automation, integration, and service management. With AI-driven hyper-automation and flexible self-service, it streamlines ticketing and incident management, enhancing productivity with efficient device management across different platforms.

Ivanti Neurons for ITSM is a dynamic platform designed for IT service management, offering robust features like hyper-automation and AI-enhanced functionalities. With a powerful service catalog, seamless patch and asset management, and advanced incident handling capabilities, it caters to diverse operational needs. Its intuitive interface supports device management across platforms, enhancing productivity through automatic updates. While valuable for its cost-effectiveness and stability, users note areas for improvement, particularly in non-Windows patching, integration versatility, and regional support.

What are the key features?

Hyper-Automation: Leverages AI for efficient task automation and problem-solving.
Service Catalog: Provides a diverse range of predefined service templates for easy access.
Incident Management: Streamlines ticket handling and resolution processes.
Patch Management: Enhances system security with automated patch deployment.
Cloud Neurons: Offers productivity tools with automatic updates to services.

Which benefits do customers look for?

Cost-Effectiveness: Provides stable and affordable service management solutions.
Enhanced Productivity: Increases efficiency with automated processes and updates.
Ease of Use: Facilitates device management with an intuitive interface across platforms.
Flexibility: Adapts to different organizational configurations and needs.

Ivanti Neurons for ITSM is widely implemented across service desks as an ITIL 4-certified system, supporting workflows like server patching, remote access, and incident handling. It aids digital transformation in HR and finance, being user-friendly for end-users while allowing deep configurability for managers. Key sectors benefiting include IT, HR, and finance, where it supports task-specific needs with specialized functionalities.

Ivanti

Deliver outstanding IT support services to employees and customers.

Ivanti

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

Buyer's Guide

IT Service Management (ITSM)

July 2026

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