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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 July 2025, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.5%, up from 1.8% compared to the previous year. The mindshare of JIRA Service Management is 9.1%, down from 12.0% 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

"Ivanti Neurons allows me to adjust our workflow according to our needs."
"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"
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's installation depends on its customization. It is easy."
"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 integrations are quite simple and clear."
"Auditing team uses this solution to track audit findings and follow-up."
"Developing processes is easy and user-friendly."
"The automations will really help the company by delegating work the way your company operates."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"It helps with time management and team management of the new tasks."
"Easy to use and user-friendly."
"Automation capabilities allow for automatic ticket creation using monitoring tools."
 

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."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The patching for non-Windows OSes such as Linux is poor."
"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."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"We'd like more integration with solutions like SolarWinds."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"JSM's ability to handle large volumes of emails isn't great."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"Integration could be improved."
"I'd like to update the dashboard so that more features are available."
"The deployment can be a bit complex, especially for those who are not technical."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
 

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 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."
"The price is on the higher side. The support is included in the standard licensing fees."
"It costs around $150 to $200 per user."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"It is a cheaply priced product."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"Licensing can become quite expensive."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"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."
"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
10%
Government
10%
Educational Organization
9%
Computer Software Company
17%
Financial Services Firm
9%
Manufacturing Company
8%
Government
6%
 

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: July 2025.
864,053 professionals have used our research since 2012.