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Ivanti Neurons for ITSM vs Samanage comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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

Ivanti Neurons for ITSM
Ranking in Help Desk Software
14th
Ranking in IT Service Management (ITSM)
13th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
No ranking in other categories
Samanage
Ranking in Help Desk Software
16th
Ranking in IT Service Management (ITSM)
17th
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
IT Asset Management (12th), License Management (5th)
 

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 Samanage is 1.6%, up from 1.0% 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%
Samanage1.6%
Other96.2%
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.
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

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."
"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"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."
"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."
"This is an excellent alternative to ServiceNow for smaller companies."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The solution's installation depends on its customization. It is easy."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
 

Cons

"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."
"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."
"Currently, the solution only supports SOAP web services, but a REST interface is on the roadmap and has been confirmed for mid-next year."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Support needs improvement in terms of responsiveness and timeliness."
"The user interface must be made simpler and more effective."
"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 system shuts down about once a month which is frustrating."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
"The setting up process is not quite easy. It's quite difficult."
"There are definitely areas for improvement, but so far, so good."
 

Pricing and Cost Advice

"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."
"The product is affordable for small businesses."
"It is expensive."
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Top Industries

By visitors reading reviews
Manufacturing Company
10%
Computer Software Company
10%
Financial Services Firm
9%
Educational Organization
7%
Manufacturing Company
16%
Comms Service Provider
10%
Computer Software Company
7%
Financial Services Firm
7%
 

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 do you like most about Samanage?
The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.
What needs improvement with Samanage?
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate o...
What is your primary use case for Samanage?
I use it for incident recording based on your inventory.
 

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
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about Ivanti Neurons for ITSM vs. Samanage and other solutions. Updated: March 2026.
884,976 professionals have used our research since 2012.