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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.
Ivanti Neurons for ITSM
Read 17 Ivanti Neurons for ITSM reviews
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  • 882 Comparison Views
92% willing to recommend
 

Comparison Buyer's Guide

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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, BMC Helix and others in IT Service Management (ITSM).

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2025).
Buyer's Guide
IT Service Management (ITSM)
September 2025
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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

Ivanti Neurons for ITSM
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
Help Desk Software (10th), IT Service Management (ITSM) (8th)
Ivanti Service Desk [EOL]
Average Rating
7.6
Reviews Sentiment
6.0
Number of Reviews
8
Ranking in other categories
No ranking in other categories
 

Featured Reviews

Rajat_Srivastava - PeerSpot reviewer
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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Sayed Munir - PeerSpot reviewer
Beneficial connectors, useful service requests, and setup straightforward
I previously used ManageEngine. I switched because the Ivanti Service Desk has a lot of integrations and connectors which are beneficial. There are a lot of minute details where Ivanti Service Desk has an advantage over ManageEngine. For example, in ManageEngine ITSM we cannot integrate it with Oracle ERP. However, in Ivanti Service Desk we can integrate it with ERP solutions to fit in the user details, and other required objects we want. That's one of the biggest differentiators. Additionally, Ivanti Service Desk gives a lot of customization while in ManageEngine a lot of elements are hardcoded. We cannot customize it up to the minute level.
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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 is easy to use and has a user-friendly interface"
"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."
"The solution's installation depends on its customization. It is easy."
"This is an excellent alternative to ServiceNow for smaller companies."
"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."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"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."
More Ivanti Neurons for ITSM pros
"Incident management and service request management features are the most valuable."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The tool supports a lot of standard reporting KPIs."
"It is highly configurable with PinkVERIFY status."
"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."
"Incident management is a valuable feature."
"The initial setup was quite simple; installing just took a few minutes."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
 

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."
"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."
"The user interface must be made simpler and more effective."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"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."
"They could provide product integration with popular platforms."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
More Ivanti Neurons for ITSM cons
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"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 must be very technical to configure it."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The interface can be improved. It can be made more interactive for self-service users."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"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."
 

Pricing and Cost Advice

"The price is on the higher side. The support is included in the standard licensing fees."
"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."
"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."
Information not available
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Manufacturing Company
11%
Financial Services Firm
11%
Educational Organization
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise6
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise4
 

Questions from the Community

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.
See all answers
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
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Comparisons

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Compared 8% of the time
BMC Helix ITSM vs Ivanti Neurons for ITSM Logo
BMC Helix ITSM vs Ivanti Neurons for ITSM
Compared 7% of the time
JIRA Service Management vs Ivanti Neurons for ITSM Logo
JIRA Service Management vs Ivanti Neurons for ITSM
Compared 7% of the time
IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM Logo
IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM
Compared 7% of the time
More Ivanti Neurons for ITSM Competitors
No data available
 

Product Reports

Buyer's Guide
Ivanti Neurons for ITSM
September 2025
Ivanti Neurons for ITSM reportDownload Ivanti Neurons for ITSM product report
Buyer's Guide
IT Service Management (ITSM)
September 2025
Ivanti Service Desk [EOL] reportDownload Ivanti Service Desk [EOL] product report
 

Also Known As

HEAT Service Management
No data available
 

Overview

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

Deliver outstanding IT support services to employees and customers.

Ivanti
 

Sample Customers

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)
September 2025
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We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.