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Ivanti Neurons for ITSM vs Kaseya Vorex comparison

 

Comparison Buyer's Guide

Executive Summary

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
14th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
IT Service Management (ITSM) (13th)
Kaseya Vorex
Ranking in Help Desk Software
18th
Average Rating
9.0
Reviews Sentiment
6.1
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.2%, up from 2.1% compared to the previous year. The mindshare of Kaseya Vorex is 0.6%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Mindshare Distribution
ProductMindshare (%)
Ivanti Neurons for ITSM2.2%
Kaseya Vorex0.6%
Other97.2%
Help Desk Software
 

Featured Reviews

Rajat_Srivastava - PeerSpot reviewer
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.
Rajendra Karad - PeerSpot reviewer
Team Leader at Orient Technologies Pvt. Ltd.
Platform excels across departments but requires more focus on integration and IT management features
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.

Quotes from Members

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

Pros

"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 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."
"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."
"The solution's installation depends on its customization. It is easy."
"HEAT Service Management is a great tool for assets, service desk, and customer service management."
"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."
"Understand that this product is a great investment."
"The platform's most valuable feature is the ability to produce daily summary reports."
"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."
 

Cons

"There could be an improvement in the ability to easily integrate other systems without extensive development."
"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."
"There's a lack of integration with other products. This needs to be improved."
"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."
"They could provide product integration with popular platforms."
"Kaseya Vorex's customization features could be better."
 

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

By visitors reading reviews
Manufacturing Company
11%
Computer Software Company
10%
Financial Services Firm
9%
Educational Organization
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise6
No data available
 

Questions from the Community

What needs improvement with Ivanti Neurons for ITSM?
Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...
What is your primary use case for Ivanti Neurons for ITSM?
What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addressing tasks such as server patching, workstation patching, BIOS updates, and driv...
What advice do you have for others considering Ivanti Neurons for ITSM?
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 cr...
What needs improvement with Kaseya Vorex?
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enha...
What advice do you have for others considering Kaseya Vorex?
There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogether different from a business model perspective. With Kaseya products, I had neve...
What is your primary use case for Kaseya Vorex?
Kaseya Vorex is a platform which caters to an entire organization, from IT support to HR, logistics, and financials. It has a service desk, project module, CRM, a project feature, and a complete fi...
 

Also Known As

HEAT Service Management
No data available
 

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
CROWD, GetApp, Capterra, Software Advice
Find out what your peers are saying about Ivanti Neurons for ITSM vs. Kaseya Vorex and other solutions. Updated: March 2026.
885,311 professionals have used our research since 2012.