We performed a comparison between Ivanti Neurons for ITSM, Serviceaide ChangeGear , and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution's technical support is excellent. I rate the technical support a ten out of ten."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The solution is easy to use and has a user-friendly interface"
"The integrations are quite simple and clear."
"It is easy to set up."
"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."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"It is robust and very user-friendly."
"The workflow capability for easy setup is powerful."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"ServiceNow is very easy to set up."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"Change management is most valuable."
"Remote access is most valuable."
"The user interface must be made simpler and more effective."
"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."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"We'd like more integration with solutions like SolarWinds."
"Support needs improvement in terms of responsiveness and timeliness."
"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."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There's a lack of integration with other products. This needs to be improved."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"The interface can be a bit more intuitive."
"It's a little expensive compared to other tools."
"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."
"The scalability needs improvement."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"The user interface for accessing assistance sometimes disconnects."
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