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Ivanti Neurons for ITSM vs ManageEngine SupportCenter Plus comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Ivanti Neurons for ITSM
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
18
Ranking in other categories
Help Desk Software (12th), IT Service Management (ITSM) (11th)
ManageEngine SupportCenter ...
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
Help Desk Software (26th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
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.
reviewer2650164 - PeerSpot reviewer
VP of IT at a aerospace/defense firm with 51-200 employees
Manual ticketing features hinder workflow, but cost-effective ticket management is ensured
We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

Quotes from Members

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

Pros

"For people looking for my recommendation for an automation product, I definitely would recommend Automation Anywhere instead of going for a more orthodox or older technology."
"Using this solution has freed internal operations employees to do more "human value-add" work by removing mundane manual tasks."
"The majority of Indian companies are showing a lot of interest in recruiting students who are trained in this Automation Anywhere RPA tool."
"Object Cloning is the most valuable feature I have found for automating a website or a process that includes multiple mouse clicks."
"Overall, the commands provided have enough range to complete almost any task, with creative out-of-the-box thinking required sometimes for workarounds."
"The feature we found to be the most valuable is the documentation automation as it allows us to focus on the actual important piece of building automation instead of tracking some of the repugnant documentation that goes along with building automation."
"Automation Anywhere provides the best application to use for RPA and other automation requirements. It's very easy to use and easy to understand. It's UI(user interface) which is so friendly and easily understand by the user, it is very easy to install automation anywhere product simply click on next to install, it is easy to develop bot and no coding knowledge is required to develop"
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"The solution's installation depends on its customization. It is easy."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The integrations are quite simple and clear."
"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 interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"The solution is easy to use and has a user-friendly interface."
"Understand that this product is a great investment."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"The product is very scalable and stable when used as a help desk once it is built out."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"We have found the reporting in this product to be very useful."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"Their technical support has been very helpful and is very good."
"The most valuable features are the ITIL compliance and billing."
 

Cons

"It should have more commands, which should remove the dependency on MetaBots or other scripts so that everything is available in the tool itself."
"It takes a lot of effort to build up the internal infrastructure/topics like Virtual Machine/Security/development-Governance/Usecase-Management."
"The solution should have a more robust forum to help users navigate the solution, learn about it, and get help when they need it."
"I have been using IQ Bot, and its accuracy can be improved. It could be more accurate."
"The pricing is a little bit high compared with other tools."
"IQ Bot is useful but the price is not friendly."
"Automation Anywhere is not very scalable because the update and upgrade process requires immense effort from the IT organization to do a tool check."
"It would be better if they could extend the support for AA version 11 for a few more years, as most of the companies have tasks completed in AA version 11, and A2019 is much slower compared to AA 11."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."
"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."
"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."
"We'd like more integration with solutions like SolarWinds."
"There's a lack of integration with other products. This needs to be improved."
"There is no cloud-based version and it would be helpful if it were available."
"ManageEngine, in my experience, fosters that type of environment; it doesn't have an easy button, a graphic user interface, ease-of-use, and ease-of-dev — the product does not have any of that."
"The tech support is terrible and that seems to be a part of their business plan."
"I would like to see some kind of project management or portfolio management in a future version."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The product is very difficult to use and configure and requires specialists."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"The business model for the company is to sell low and charge for customization, education or expertise."
 

Pricing and Cost Advice

"The certifications are free of cost."
"The pricing of AA is similar to UiPath."
"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."
"We have saved a lot of money on taxes based on the stuff that we run."
"It's cheapest among the competition, although bargaining is a must."
"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."
"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."
"Their licensing processes are in par with most industry standards."
"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."
"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 licensing fees depend on different criteria, including options and sizing."
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Manufacturing Company
11%
Financial Services Firm
9%
Construction Company
8%
Computer Software Company
6%
Construction Company
21%
Comms Service Provider
10%
Performing Arts
10%
Retailer
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise6
No data available
 

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...
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...
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.
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...
What is your primary use case for Ivanti Neurons for ITSM?
I use this product for patch management, remote access, and endpoint control.
What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.
What needs improvement with ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, ...
What is your primary use case for ManageEngine SupportCenter Plus?
We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.
 

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

Demo not available
Demo not available
 

Overview

 

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
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems
Find out what your peers are saying about Ivanti Neurons for ITSM vs. ManageEngine SupportCenter Plus and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.