Ivanti Neurons for ITSM vs Salesforce Service Cloud comparison

Ivanti and Salesforce are both solutions in the Help Desk Software category. Ivanti is ranked #14 with an average rating of 8.3, while Salesforce is ranked #7 with an average rating of 8.1. Ivanti holds a 2.2% mindshare in HDS, compared to Salesforce’s 1.9% mindshare. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,793 Views
1,488 Comparison Views

92% willing to recommend

Salesforce Service Cloud

Read 57 Salesforce Service Cloud reviews

3,155 Views
1,388 Comparison Views

96% willing to recommend

Ivanti Neurons for ITSM

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Ivanti Neurons for ITSM compete in the IT service management category. Salesforce holds an advantage due to its integration capabilities and rapid implementation, while Ivanti stands out with its automation and workflow efficiency.

Features: Salesforce Service Cloud focuses on comprehensive case management, seamless omni-channel support, and integration with marketing platforms like Marketo. Its automated updates enhance ease of onboarding. Ivanti Neurons offers robust incident management, extensive self-service options, and a flexible platform for custom service requests without deep technical skills. Its integrated automation elevates productivity by reducing manual tasks.

Room for Improvement: Salesforce Service Cloud users seek better performance in mobile apps, enhanced email integration with Outlook, more advanced reporting, and a refined UI. Ivanti Neurons needs improvements in its user interface to compete effectively with ServiceNow, better integration with platforms like WhatsApp, enhanced self-service portal customization, and expanded localization choices.

Ease of Deployment and Customer Service: Salesforce predominantly offers public cloud deployment with positive feedback for accessibility and extensive community resources. Premium support is occasionally needed for complex queries. Ivanti supports hybrid and on-premises solutions, attracting organizations needing customized deployment. However, Ivanti's support could improve, particularly in response times and community interaction.

Pricing and ROI: Salesforce Service Cloud is recognized for high costs, justified by its extensive features and integration. It is ideal for large enterprises seeking significant efficiency gains. Ivanti Neurons follows a subscription model beneficial for budget-minded small and medium enterprises. Though perceived as costly, Ivanti's ROI is realized through automation and decreased operational expenses.

To learn more, read our detailed Ivanti Neurons for ITSM vs. Salesforce Service Cloud Report (Updated: March 2026).

Buyer's Guide

Ivanti Neurons for ITSM vs. Salesforce Service Cloud

March 2026

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Helped 884,976 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

Ranking in Help Desk Software

14th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (13th)

Salesforce Service Cloud

Ranking in Help Desk Software

7th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

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 Salesforce Service Cloud is 1.9%, down from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Salesforce Service Cloud	1.9%
Ivanti Neurons for ITSM	2.2%
Other	95.9%

Help Desk Software

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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reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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

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

"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."

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

"Understand that this product is a great investment."

"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."

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

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

More Ivanti Neurons for ITSM pros

"Service Cloud has allowed our organization to centralize multiple tools and resources into one tech stack that has optimized our ability to coordinate service efforts across the organization."

"The interface is quite user-friendly."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"I love this product."

"We use Salesforce Service Cloud for lead management and opportunity management."

"The built-in, ready-to-go package of case management, email management and social media management with a knowledge base helps to speed up the implementation time."

More Salesforce Service Cloud pros

Cons

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

"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."

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

"The support that we're currently getting is just not there."

"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."

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

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

"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."

More Ivanti Neurons for ITSM cons

"The initial set up can be a non-event. However, most businesses would need complex customizations."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"They could improve upon analytics."

"I guess it loses a point because the demos we see on world tours have a lot of customization in them and are not at all out-of-the-box."

"As a help desk solution, ZenDesk is much better."

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"UI/UX has always proven difficult to keep up with. Salesforce, in general, requires a continued training effort to keep people up to speed and to encourage adoption in the tools."

"I face challenges with Salesforce Service Cloud because it requires and is difficult to customize."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"The product is affordable for small businesses."

"The price is on the higher side. The support is included in the standard licensing fees."

"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."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The price of the solution depends on how many users need access to it"

"Salesforce Service Cloud is a highly expensive solution"

"Salesforce Service Cloud is a bit expensive."

"The price is too expensive."

"Salesforce is not a cheap product. It can be expensive."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

Educational Organization

Financial Services Firm

15%

University

Outsourcing Company

Performing Arts

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	20
Midsize Enterprise	13
Large Enterprise	25

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...

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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...

See all answers

What advice do you have for others considering Ivanti Neurons for ITSM?

See all answers

What is your experience regarding pricing and costs for Salesforce Service Cloud?

Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.

See all answers

What needs improvement with Salesforce Service Cloud?

While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Customers who are asset-heavy prefer to stay with ServiceMax and other field service a...

See all answers

What is your primary use case for Salesforce Service Cloud?

I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in the product. It definitely assists on-site support operations.

See all answers

Comparisons

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Compared 15% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 5% of the time

SysAid vs Ivanti Neurons for ITSM

Compared 3% of the time

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Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 16% of the time

ServiceNow vs Salesforce Service Cloud

Compared 8% of the time

NICE CXone vs Salesforce Service Cloud

Compared 7% of the time

Zendesk vs Salesforce Service Cloud

Compared 5% of the time

Salesforce Sales Cloud vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

March 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

Salesforce Service Cloud

February 2026

Download Salesforce Service Cloud product report

Also Known As

HEAT Service Management

Service Cloud

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 Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

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

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

Ivanti Neurons for ITSM vs. Salesforce Service Cloud

March 2026

Free Report: Ivanti Neurons for ITSM vs. Salesforce Service Cloud

Find out what your peers are saying about Ivanti Neurons for ITSM vs. Salesforce Service Cloud and other solutions. Updated: March 2026.

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