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Ivanti Neurons for ITSM vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
Ranking in Help Desk Software
10th
Ranking in IT Service Management (ITSM)
6th
Average Rating
8.4
Reviews Sentiment
6.7
Number of Reviews
16
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.5%, up from 1.7% compared to the previous year. The mindshare of JIRA Service Management is 9.5%, down from 12.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Anoir LOUHICHI - PeerSpot reviewer
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.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It is easy to set up."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"The integrations are quite simple and clear."
"The solution's installation depends on its customization. It is easy."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"We get software developed faster."
"It's easy to set up the solution."
"Useful for tracking issues with development."
"The simplicity is good for our clients. The price is good."
"Everyone knows how to use it, so there's no need to teach new members."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"The centralized feature allows us to track test cases and integrate with automation and bug fixing."
 

Cons

"We'd like more integration with solutions like SolarWinds."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"There's a lack of integration with other products. This needs to be improved."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"They could provide product integration with popular platforms."
"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."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"The interface could always be updated and improved."
"The initial setup is very complex."
"Cost has prohibited us from switching entirely to this solution."
"The product could improve its asset management."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The deployment can be a bit complex, especially for those who are not technical."
"At times you will need add-ons or additional software, so built-in features would be helpful."
 

Pricing and Cost Advice

"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."
"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."
"Licensing can become quite expensive."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"The pricing is very competitive and I think that it is okay."
"We need a license because we have a higher number than the free part."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
12%
Government
10%
Educational Organization
7%
Computer Software Company
19%
Financial Services Firm
11%
Manufacturing Company
8%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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.
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.
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.
 

Also Known As

HEAT Service Management
JIRA Service Desk
 

Overview

 

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
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Ivanti Neurons for ITSM vs. JIRA Service Management and other solutions. Updated: May 2025.
857,028 professionals have used our research since 2012.