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 18 Ivanti Neurons for ITSM reviews

2,439 Views
1,829 Comparison Views

92% willing to recommend

Ivanti Service Desk [EOL]

Read 8 Ivanti Service Desk [EOL] reviews

88% willing to recommend

Ivanti Neurons for ITSM

Ivanti Service Desk [EOL]

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, ManageEngine and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

April 2026

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Helped 893,915 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

Ivanti Neurons for ITSM

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (12th), IT Service Management (ITSM) (12th)

Ivanti Service Desk [EOL]

Average Rating

7.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

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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David Gillen

Lifetime Process Manager at a government with 201-500 employees

It offers us the flexibility to use the tool across multiple departments, not just IT

Each company had its own solution before we merged. We were all independent up to that point. My last company was with was using the Touchpaper solution, which became LANDesk, then Ivanti. We've continued with our tool, but there had to be a corporate standard, so the other companies were told to migrate on to the Ivanti platform.

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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 integrations are quite simple and clear."

"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."

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

"This is an excellent alternative to ServiceNow for smaller companies."

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

"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."

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

More Ivanti Neurons for ITSM pros

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

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

"Incident management is a valuable feature."

"It is highly configurable with PinkVERIFY status."

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

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

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

More Ivanti Service Desk [EOL] pros

Cons

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

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

"The patching for non-Windows OSes such as Linux is poor."

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

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

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

"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."

"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."

More Ivanti Neurons for ITSM cons

"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."

"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."

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

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

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

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

"You must be very technical to configure it."

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

More Ivanti Service Desk [EOL] cons

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."

"The product is affordable for small businesses."

"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."

Information not available

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Top Industries

By visitors reading reviews

Manufacturing Company

11%

Financial Services Firm

Computer Software Company

Healthcare Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

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

I think the pricing aspect is cost-efficient.

See all answers

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 devices. I've noticed sometimes it can be a bit flaky with Mac OS environments.

See all answers

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

ServiceNow vs Ivanti Neurons for ITSM

Compared 13% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 6% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 5% of the time

More Ivanti Neurons for ITSM Competitors

BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 16% of the time

Cherwell Service Management vs Ivanti Service Desk [EOL]

Compared 16% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 15% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 14% of the time

Freshservice vs Ivanti Service Desk [EOL]

Compared 13% of the time

More Ivanti Service Desk [EOL] Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

May 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

IT Service Management (ITSM)

April 2026

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Also Known As

HEAT Service Management

No data available

Overview

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

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)

April 2026

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