Ivanti Neurons for ITSM vs ServiceNow vs Spiceworks comparison

Read 223 ServiceNow reviews

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7,003 Comparison Views

91% willing to recommend

Read 47 Spiceworks reviews

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885 Comparison Views

86% willing to recommend

Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive Summary

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

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: September 2025).

Help Desk Software

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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 Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 1.7% compared to the previous year. The mindshare of ServiceNow is 17.3%, down from 25.5% compared to the previous year. The mindshare of Spiceworks is 1.4%, down from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
ServiceNow	17.3%
Ivanti Neurons for ITSM	2.1%
Spiceworks	1.4%
Other	79.2%

Help Desk Software

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.

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

Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

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.

Cloud storage with no hardware needed and great comprehensive reports

Rohit Samel

Account Manager Enterprise Sales at Navdeep Technologies Pvt.Ltd

The software is cloud-based, so I do not need to store any data locally. It is a fully software-based solution, eliminating the need for investment in hardware. We have the capability to create reports as needed. It is good software to use, as there were no incidents where I needed to contact technical support. Additionally, it is free software.

More Ivanti Neurons for ITSM pros

Quotes from Members

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

Pros

"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 interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."

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

"Ivanti Neurons allows me to adjust our workflow according to our needs."

"It is easy to set up."

"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."

"It's a very low-code platform, and it's simple. The user experience is also really good."

"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."

"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."

"You can scale the solution."

"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."

"The solution has very good automation tools."

"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."

"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."

More ServiceNow pros

"The solution is easy to use and easy to manage."

"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."

"The most valuable features are the inventory and personalization."

"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."

"Tickets by e-mail, with actions by hastag."

"The software is cloud-based, so I do not need to store any data locally."

"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."

"Spiceworks is generic and free."

More Spiceworks pros

Cons

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

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

"There is room for improvement in terms of response time. The support team takes a long time to respond."

"We'd like more integration with solutions like SolarWinds."

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

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

"They could provide product integration with popular platforms."

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

More Ivanti Neurons for ITSM cons

"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."

"It's missing monitoring capabilities."

"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 interface is not user-friendly."

"Their GUI could be updated."

"The product’s standard user experience is not the best."

"There are sometimes challenges with the portal being a bit confusing for new users. The implementation of the portal and workspaces is quite different, and improvements in this area would be beneficial."

"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."

More ServiceNow cons

"Since Spiceworks is a free tool, it's not very scriptable or customizable."

"I am unable to provide suggestions for improvement at this moment."

"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."

"The SNMP sniffer requires a lot of work to get right."

"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."

"Having an integrated asset management tool, where I can plug in things that are offline, would be good."

"The GUI must be improved."

"Sometimes, it can be difficult to integrate what you need."

More Spiceworks 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."

"Getting the solution up and running is expensive."

"There is an annual subscription to use this solution."

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

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

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

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"The cost is quite high."

"It is very expensive because it is a big organization. You have to pay for additional things."

More ServiceNow pricing and cost advice

"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."

"The product is free! Get it now."

"It's free."

"The tool is cheap."

"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."

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Comparison Review

it_user174738

IT Developer at a tech services company with 51-200 employees

May 31, 2015

Nagios vs. Zabbix vs. PRTG vs. Spiceworks vs. Solarwinds Network Performance Monitor

I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want…

What do you like most about Ivanti Neurons for ITSM?

Top Industries

By visitors reading reviews

Computer Software Company

13%

Manufacturing Company

11%

Financial Services Firm

11%

Educational Organization

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Government

University

15%

Computer Software Company

14%

Manufacturing Company

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	54
Midsize Enterprise	36
Large Enterprise	163

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	14
Large Enterprise	10

Questions from the Community

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...

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.

What do you like most about Spiceworks?

The solution is easy to use and easy to manage.

What is your experience regarding pricing and costs for Spiceworks?

The tool is cheap.

What needs improvement with Spiceworks?

I am unable to provide suggestions for improvement at this moment, however, I can provide feedback later. Currently, ...

BMC Helix ITSM vs Ivanti Neurons for ITSM

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IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM

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ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

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BMC Helix ITSM vs ServiceNow

Compared 5% of the time

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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

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Zabbix vs Spiceworks

Compared 21% of the time

Lansweeper vs Spiceworks

Compared 20% of the time

Freshdesk vs Spiceworks

Compared 7% of the time

SolarWinds NPM vs Spiceworks

Compared 6% of the time

ManageEngine ServiceDesk Plus vs Spiceworks

Compared 6% of the time

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Product Reports

Ivanti Neurons for ITSM

Download Ivanti Neurons for ITSM product report

Download ServiceNow product report

Download Spiceworks product report

Also Known As

HEAT Service Management

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

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.”

From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.