Ivanti Neurons for ITSM vs SCSM vs ServiceNow comparison

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Ivanti Neurons for ITSM

SCSM

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Executive Summary

We performed a comparison between Ivanti Neurons for ITSM, SCSM, and ServiceNow based on real PeerSpot user reviews.

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

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2025).

IT Service Management (ITSM)

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Helped 869,160 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:

Mindshare comparison

As of October 2025, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 2.0% compared to the previous year. The mindshare of SCSM is 1.6%, down from 2.0% compared to the previous year. The mindshare of ServiceNow is 21.0%, down from 26.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
ServiceNow	21.0%
Ivanti Neurons for ITSM	2.1%
SCSM	1.6%
Other	75.3%

IT Service Management (ITSM)

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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LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

Current setup enables smooth problem-solving but lacks comprehensive guidance and local support

More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

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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

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

"It is easy to set up."

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

"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."

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

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

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

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

More Ivanti Neurons for ITSM pros

"This product has helped our organization by allowing people to connect with each other."

"Many more features than other comparable products."

"The solution is quite easy to integrate with other Microsoft products."

"The most valuable feature is the reporting of incidents."

"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."

"The call logging is the solution's most valuable feature. It's very easy to use."

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

"The solution offers good productivity at a low price point."

More SCSM pros

"I recommend ServiceNow due to its stability and good security."

"A workflow automation platform that's reliable, performs well, and has good reporting and integration."

"The most valuable features of ServiceNow for me are its ticketing and reporting capabilities."

"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."

"The solution's initial setup process is easy."

"You can scale the solution."

"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."

"Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system."

More ServiceNow pros

Cons

"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."

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

"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."

"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."

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

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

More Ivanti Neurons for ITSM cons

"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."

"It would be good if Microsoft added custom attributes or tagging like in Jamf."

"The user interface needs to be improved."

"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."

"We would like to see a web-based interface that works on mobile devices."

"I have found SCSM not adequate enough to carry out some functions."

"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

More SCSM cons

"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."

"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."

"ServiceNow's mobile app should be seamless and it is not right now."

"I do not like the user interface."

"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."

"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."

"It's not user-friendly by default, but it can be customized to be customer-friendly."

"They need to be providing vendors and implementation partners with materials and guidance on implementation."

More ServiceNow cons

Pricing and Cost Advice

"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."

"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 platform is competitively priced."

"I would rate the pricing as two out of five."

"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."

"Licensing can be complex and confusing."

"The license for SCSM is cheap."

"The price should be lower."

"It is a lower price vs. other things on the market."

"The pricing is reasonable."

More SCSM pricing and cost advice

"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."

"I would say it is moderately expensive, ranging from six to seven on a scale of ten."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"It is an expensive platform."

"The mandatory minimum is US$ 20,000 for licensing."

"Getting the solution up and running is expensive."

"In Tunisia, the companies find the licensing costs to be expensive."

"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Manufacturing Company

11%

Financial Services Firm

11%

Educational Organization

Government

26%

University

Computer Software Company

Financial Services Firm

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Government

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	8
Midsize Enterprise	6
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	36
Large Enterprise	163

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 th...

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 h...

What do you like most about SCSM?

The solution offers good productivity at a low price point.

What is your experience regarding pricing and costs for SCSM?

I am not sure about the pricing as I do not have experience with it.

What needs improvement with SCSM?

More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

BMC Helix ITSM vs Ivanti Neurons for ITSM

Comparisons

Compared 8% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 8% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 7% of the time

More Ivanti Neurons for ITSM Competitors

ManageEngine ServiceDesk Plus vs SCSM

Compared 24% of the time

BMC Helix ITSM vs SCSM

Compared 15% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 8% of the time

Infraon Desk vs SCSM

Compared 7% of the time

More SCSM Competitors

BMC Helix ITSM vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

Pega Platform vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 4% of the time

More ServiceNow Competitors

Product Reports

Ivanti Neurons for ITSM

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SCSM

Download SCSM product report

Download ServiceNow product report

Also Known As

HEAT Service Management

System Center Service Manager

No data available

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

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

Microsoft

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

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

Fibabanka, UMC Health System

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

IT Service Management (ITSM)