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: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 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 flexibility of Automation Anywhere's truly universal orchestration in integrating with different systems and models has been great for us because we are new to the mission tools and had our data scattered in Salesforce and Oracle Analytics, yet Automation Anywhere has smooth integration with those apps and about ninety percent of our apps are supported, integrating particularly well with Salesforce where our client data and service requests are managed."

"Automation Anywhere improved our organization since it saved us a lot monetary value."

"The best feature is the drag-and-drop command. Users with less coding knowledge can also automate their end-to-end processes very easily."

"By automating processes we give back valuable hours to business stakeholders, which can be spent on value-adding activities instead of repetitive tasks."

"On average, the return that I've seen is about three dollars for every dollar spent on RPA."

"We've been using a lot of object cloning and screen scraping, but we've also had success with: inbuilt email functionality, some integrations to incorporate heterogeneous systems like Python scripting, etc."

"The tech support for Automation Anywhere has been really good, so far. We haven't had to call them very much, but when we have, we have received a good response."

"The valuable features that I see for automation with enterprise RPA are IQ Bot and Bot Insights. If you do anything, Bot Insight will provide the dashboard. It starts from the developer with artificial intelligence and the dashboard, which will provide the visibility of business-level metrics as well as operational-level metrics. Those are the good things I see in automation."

More Automation Anywhere pros

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

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

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

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

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

"The integrations are quite simple and clear."

"Ivanti Neurons allows me to adjust our workflow according to our needs."

"HEAT Service Management is a great tool for assets, service desk, and customer service management."

More Ivanti Neurons for ITSM pros

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

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

"Incident management is a valuable feature."

"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."

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

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

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

More Ivanti Service Desk [EOL] pros

Cons

"We have had some difficulty with ease of use. In addition, we have had some difficulties getting it to interact in predictable ways with our in-house software."

"The IQ Bot is pretty immature, in regards to AI and machine learning. I would like them to add additional logic."

"The only thing I would advocate for is making Automation Anywhere's developer environment Mac-enabled because many of our graduate students are coming out of school with Macs. Everything else in the Automation Anywhere world is built for Windows."

"I suggest having more ways to perform string manipulations and string operations, instead of just what is pre-defined in the V11 tool."

"It would be really good if they could give more priority to tickets which are raised by partners. Right now, Automation Anywhere customers and employees have higher priority."

"Unwanted windows are popping up. We have to train a bot to recognize the window if it comes up, know what it is, and click it. If it is interrupting our bot, I just want to avoid that window, because I am getting failed logs."

"I want Automation Anywhere to work on IQ Bot further to help evolve the tool more and create a certain set of solutions using IQ Bot. They can maybe use better machine learning algorithms to come up with better accuracy for OCR extractions. This is an area that I want them to work on."

"I would like to see improvement in its scalability."

More Automation Anywhere cons

"The support that we're currently getting is just not there."

"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."

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

"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."

"They could provide product integration with popular platforms."

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

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."

"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 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."

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

"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 must be very technical to configure it."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"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."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"The cost can be reduced a little for users."

"They are already coming out with a community license, which is really good. That's something that I wish to have."

"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."

"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."

"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."

More Automation Anywhere pricing and cost advice

"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."

"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."

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Manufacturing Company

11%

Financial Services Firm

Construction Company

Computer Software Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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.

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 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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WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

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Compared 12% of the time

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Compared 7% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 5% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

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Compared 16% of the time

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Compared 15% of the time

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Compared 15% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Ivanti Neurons for ITSM

June 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

IT Service Management (ITSM)

June 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)

June 2026

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