Ivanti Neurons for ITSM vs OpenText Service Manager [EOL] comparison

Ivanti and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,672 Views
1,221 Comparison Views

92% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

Ivanti Neurons for ITSM

OpenText Service Manager [EOL]

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Ivanti Neurons for ITSM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: January 2026).

Buyer's Guide

IT Service Management (ITSM)

January 2026

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Helped 881,821 peers since 2012

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

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Help Desk Software (13th), IT Service Management (ITSM) (13th)

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

Rajat_Srivastava

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.

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MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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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

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

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

"It is easy to set up."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

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

"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

More Ivanti Neurons for ITSM pros

"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

"Service Manager gives us a single system where everything is centralized in one base."

"It helps to register things, to see the changing parts, and to correlate incidents."

"It can adapt to any process in the organization."

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

"We can have all our requests and incidents registered in one system."

"It gives us better understanding and control of service management."

"Technical support is pretty good."

More OpenText Service Manager [EOL] pros

Cons

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

"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."

"The patching for non-Windows OSes such as Linux is poor."

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

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

"There is room for improvement in terms of response time. The support team takes a long time to respond."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

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

More Ivanti Neurons for ITSM cons

"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."

"The solution does not interface well with other products and is difficult to implement."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

"The product's technical support services need improvement."

"Customization can be difficult at times because scripting is often required."

"I don't see anything lacking."

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."

More OpenText Service Manager [EOL] cons

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."

"HP Service Manager has moderate pricing."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"The license is not cheap."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Manufacturing Company

10%

Financial Services Firm

Educational Organization

Marketing Services Firm

12%

Computer Software Company

10%

Performing Arts

10%

Educational Organization

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	10
Midsize Enterprise	4
Large Enterprise	38

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.

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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.

See all answers

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...

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Comparisons

ServiceNow vs Ivanti Neurons for ITSM

Compared 14% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 7% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 6% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

More Ivanti Neurons for ITSM Competitors

SCSM vs OpenText Service Manager [EOL]

Compared 20% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 17% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 15% of the time

ServiceNow vs OpenText Service Manager [EOL]

Compared 14% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 12% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

January 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

OpenText Service Manager [EOL]

January 2026

Download OpenText Service Manager [EOL] product report

Also Known As

HEAT Service Management

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

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

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

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

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Buyer's Guide

IT Service Management (ITSM)

January 2026

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