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Ivanti Neurons for ITSM vs Serviceaide ChangeGear comparison

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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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
660
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
19
Ranking in other categories
Help Desk Software (12th), IT Service Management (ITSM) (11th)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

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.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"The digital worker is interesting."
"We have saved customers 400% in terms of time saved by implementing this product."
"Automation Anywhere can grow alongside our automation needs."
"The best part about Automation Anywhere is the easy to use UI. It's very user-friendly. You have everything that you want in front of your eyes. You just have to drag and drop, then build your logic accordingly."
"The overall UI of the tool is so user-friendly that even a beginner can use it easily."
"Removing manual tasks has been beneficial. It works effectively."
"We offer them a cost and time-effective solution for repeated and time-consuming processes, which surely help a lot in terms of improving quality."
"We were working on a system called AS 400. Automation Anywhere performed well on that old system. It handled complicated processes. I had to review different menus and screens and give resources, storage, and databases. That's complicated."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"HEAT Service Management is a great tool for assets, service desk, and customer service management."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"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."
"It is easy to set up."
"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
 

Cons

"Having some more pre-mapping and pre-setup analysis of what you're going to be doing with it would be helpful."
"Automation Anywhere's network has room for improvement."
"They need to improve the real-time data and analytics."
"As a developer, I would like to have copy commands available from one bot to another."
"Automation Anywhere's frequent updates are unnecessary and disruptive."
"Regarding the pricing, I think it's high, and it's the same for the setup cost and licensing."
"Automation Anywhere can be improved in certain areas specified in the cognitive zone where the information needs better OCR Engine + Machine Learning capabilities. Also, they can improve on the System Identified region function of the IQ Bot - Our team faced a tough time in handling that as we were not able to assign variable to System Identified Region as the IQ Bot tool wasn't allowing it."
"It is not able to use OCR effectively and has limited usability."
"The patching for non-Windows OSes such as Linux is poor."
"I rate Ivanti Neurons for ITSM an eight out of ten because it has many features but needs some improvements."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."
"The user interface must be made simpler and more effective."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"It loses points because it’s not GUI enough, too code-y."
"Usability for IT analysts could be improved."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Importing data with relations is difficult and could be better."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
 

Pricing and Cost Advice

"The solution is quite expensive. Not every organization can consider this option."
"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"Our annual licensing costs are around $100,000 a year."
"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
"The solution is costly and the licensing is very confusing."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
"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."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Manufacturing Company
10%
Financial Services Firm
9%
Construction Company
8%
Healthcare Company
6%
Construction Company
21%
Outsourcing Company
10%
Comms Service Provider
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise7
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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.
Ask a question
Earn 20 points
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
HEAT Service Management
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

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
Oakwood Systems Group
Find out what your peers are saying about Ivanti Neurons for ITSM vs. Serviceaide ChangeGear and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.