Ivanti Neurons for ITSM vs LinkLive comparison

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Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Ivanti Neurons for ITSM and LinkLive are competing in the IT service management domain. Ivanti Neurons for ITSM appears to have the upper hand in terms of pricing and support, while LinkLive is noted for its specific standout features that justify the investment.

Features: Ivanti Neurons for ITSM provides advanced automation capabilities, predictive analytics, and flexibility in workflow customization, ensuring comprehensive service management. On the other hand, LinkLive is recognized for its strong communication features, integration capabilities, and collaborative tools. Ivanti leads in delivering comprehensive IT service management functionalities, whereas LinkLive focuses on communication-centric offerings.

Room for Improvement: Ivanti Neurons for ITSM could enhance its interface simplicity and reduce initial complexity in setup. There is also potential to improve integration with non-ITSM platforms. Furthermore, simplifying certain advanced features can enhance usability for a broader range of users. LinkLive might improve by expanding its IT management functionalities, enhancing detailed reporting, and developing more extensive automation capabilities to match broader IT environments.

Ease of Deployment and Customer Service: Ivanti Neurons for ITSM provides a structured deployment process with substantial customer support, offering clear guidance. LinkLive’s cloud-native architecture allows for a straightforward deployment, significantly minimizing setup complexity and facilitating a quicker rollout.

Pricing and ROI: Ivanti Neurons for ITSM entails higher initial setup costs; however, its extensive features result in a strong long-term ROI. LinkLive offers a lower initial investment with a quicker ROI, appealing to organizations seeking immediate cost-effectiveness.

To learn more, read our detailed Ivanti Neurons for ITSM vs. LinkLive Report (Updated: September 2025).

Ivanti Neurons for ITSM vs. LinkLive

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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

Ivanti Neurons for ITSM

Ranking in Help Desk Software

10th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (8th)

LinkLive

Ranking in Help Desk Software

13th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (6th), Contact Center as a Service (CCaaS) (7th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 1.7% compared to the previous year. The mindshare of LinkLive is 0.4%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Ivanti Neurons for ITSM	2.1%
LinkLive	0.4%
Other	97.5%

Help Desk Software

Featured Reviews

Rajat_Srivastava

Manager - Technical Support at Persistent Systems

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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Emily Aubele

Quality Assurance Director at United Way of Pennsylvania

The functionality and efficiency have reduced our call wait times and support is unbelievably responsive

There are so many valuable features. One of the things that we really appreciate is the uptime. LinkLive rarely, if ever, goes down or disconnects calls. We appreciate that we don't have to be concerned about dropping calls or losing a customer mid-call as a result of those issues. It's also very easy to use. It's intuitive. We are able to easily transfer calls and get a customer to where they need to be if they have ended up in the wrong queue. We can also make changes to groups on the fly. The amount of self-service that you can do in the program is really helpful. In addition, all of your channels are within one interface. The other thing that's really nice is that now, there are two ways to access that interface. One is an app that's downloaded onto your machine, and another is via a URL. Depending on what you like, as an agent, you have those options. Both options do the same things. Our people who use the browser-based option love it. The single interface is really important because you don't want to have to jump all over the place or go from screen to screen. With everything in front of you, you can see it all. It allows the agent to work much more efficiently and effectively without having to look all over the place for what they need. When using that single interface to switch between modes on the fly, it's pretty seamless, in terms of supervisor-to-agent, agent-to-agent, and agent-to-customer communication. It's a one-stop shop. You can even work in multiple channels at the same time. You can handle a text and a chat, or a chat and a phone call, simultaneously. We also use the solution's AI quite a bit for our chat. The AI aspect is pretty important because it allows us to triage customers' needs without taking agent time. Using it, a customer can self-select. Plus, we find that a lot of our web users prefer a more anonymous contact for clarification of information they got while searching our website, which they now need more help with. The fact that we can translate that call from AI to a live agent is really helpful. By the time it gets to the live agent, there is a good sense of what the customer needs and what they're looking for. Our agent has more time to search for the needed resources, rather than gathering details about what the customer is looking for. It's a time-saver. It allows the customer to really identify what exactly it is they need and it does help answer some general questions that ultimately help us with customer eligibility. It measures all aspects of a call pretty well and we appreciate that. The dashboard we're currently using is a nice feature. I know that's being updated with workforce management, but the tool we currently use, the MMP (Measuring, Monitoring & Planning Portal) is fine for those quick reports.

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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 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."

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

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

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

"The solution is easy to use and has a user-friendly interface"

"The solution's technical support is excellent. I rate the technical support a ten out of ten."

"The integrations are quite simple and clear."

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

More Ivanti Neurons for ITSM pros

"Our agents find the authenticated session feature to be the most helpful. It can take 30 to 45 seconds to verify someone with verifying questions through digital banking, and we didn't have the capability of verifying questions through digital banking before LinkLive. This feature allowed us to work in partnership with our digital banking provider, who can see that a customer is within an authenticated digital banking session. They do not need to ask verifying questions again to ensure that the person is who they say they are. That is one of the nicest things for us, and especially for our agents."

"In the future, we may take advantage of LinkLive's video or phone capabilities, but we strictly use text chat now, so I would say that is most valuable to us at the moment."

"There are so many valuable features. One of the things that we really appreciate is the uptime. LinkLive rarely, if ever, goes down or disconnects calls. We appreciate that we don't have to be concerned about dropping calls or losing a customer mid-call as a result of those issues."

"LinkLive gives us a central location for our communication channels and that is very important. I can go back and see if someone has a complaint. Although our users are spread out, everything, all the conversations, is housed in one place. I can keep up with the conversations. The interface works wonderfully."

"It's very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."

"One of the primary features we use it for is the Agent Connect screen-sharing feature. I find it invaluable when troubleshooting customer problems with online banking. It saves us time, and time is money."

"Being the president of our organization, I love the secured email because there are a lot of messages that I have to send out that are secure. There have not been any issues with sending the messages or with individuals receiving and viewing them."

Cons

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

"Configuration requirements are extensive, even in basic Service Desk processes."

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

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

"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."

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

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

"We'd like more integration with solutions like SolarWinds."

More Ivanti Neurons for ITSM cons

"Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out. Right now, the way that canned responses are set up, they could be set up with as many responses as you want. However, the one thing that they liked from our previous providers is that you could categorize responses. So, if you have a certain area where you might have four or five responses related to one topic, then you could easily just click on the topic and see your responses. That is one area which is not a huge deal, but it gives back those five seconds that you are looking for a response to get more lengthy responses out to a customer. It would be nicer to have that a little bit more available."

"On the back-office side, it houses email addresses for when you look at the agent hunt groups. I can't use my work email address in my own online banking account because it messes up whether I'm an employee or a customer."

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition."

"The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two."

"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."

"The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."

"I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications."

"In the browser-based experience, I would love to see a hold button. Presently, you have to drag the hold music into a call and then drag it out. A hold button would really be easier, particularly if you have to put someone on hold multiple times."

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."

"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."

"The product is affordable for small businesses."

"In terms of cost, LinkLive was similar to other products. I find it reasonable. Its features, for the cost, were a better deal comparatively speaking."

"The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."

"You definitely get more bang for the money with LinkLive.You can get a more expensive product that does what this one does, and possibly more, but for the cost, it works perfectly with our core system."

"We have been very comfortable with the pricing. We are a smaller financial institution so pricing is always a factor. We feel that we are just getting a ton of value for what we are spending."

"The pricing is fair."

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Manufacturing Company

12%

Financial Services Firm

11%

Educational Organization

Computer Software Company

59%

Financial Services Firm

10%

Healthcare Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1
Large Enterprise	2

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.

What do you like most about Revation LinkLive?

The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly.

What is your experience regarding pricing and costs for Revation LinkLive?

The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage.

What needs improvement with Revation LinkLive?

The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators. This would ensure that everyone is well-equipped to utilize the features effectiv...

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Product Reports

Ivanti Neurons for ITSM

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Also Known As

HEAT Service Management

Revation LinkLive

Overview

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

LinkLive is an advanced communication platform designed to elevate the way businesses interact with their customers securely, enhance personalized customer engagement and team collaboration. The platform utilizes a combination of human expertise and artificial intelligence (AI) to provide secure communication solutions, and improving operational efficiencies. It was formerly known as Revation Systems.

At its core, LinkLive unifies voice, video, chat, and email communications into a single, integrated platform. This consolidation enables businesses to offer a more cohesive and responsive customer service experience. Users can seamlessly switch between communication modes, ensuring that customer interactions are both flexible and efficient.

LinkLive places a strong emphasis on security and regulatory compliance, making it an ideal choice for sectors such as healthcare, finance, and government, where data protection is paramount. The platform incorporates end-to-end encryption, robust access controls, and audit trails to safeguard sensitive information and comply with industry regulations like HIPAA, GDPR, and more.

Leveraging AI and machine learning, LinkLive offers advanced personalization capabilities. It can analyze customer data in real-time to provide personalized interactions and recommendations. This level of insight helps businesses tailor their services to individual customer needs, enhancing satisfaction and loyalty.

Charles Larsen, a Senior Director at Banner Health, shared with us that LinkLive is "very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

Emily Aubele, Quality Assurance Director at United Way of Pennsylvania, shared with us that they chose LinkLive over other vendors, because with LinkLive, "all of the applications are in-house, meaning the chat, the text—everything that you use—is developed and maintained internally by LinkLive. In the other systems, chat, text, and video were all third-party applications."

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

1. AT&T 2. Verizon 3. T-Mobile 4. Sprint 5. Comcast 6. CenturyLink 7. Vodafone 8. Orange 9. Telefonica 10. BT Group 11. Deutsche Telekom 12. Telstra 13. NTT Communications 14. China Mobile 15. SoftBank 16. SK Telecom 17. Telecom Italia 18. Bell Canada 19. Rogers Communications 20. Telus 21. KDDI 22. Swisscom 23. Telkom Indonesia 24. Singtel 25. Etisalat 26. Ooredoo 27. Turkcell 28. Saudi Telecom Company 29. Telecom Egypt 30. PLDT 31. MTN Group 32. América Móvil

Ivanti Neurons for ITSM vs. LinkLive