Ivanti Neurons for ITSM vs ServiceNow vs Spiceworks comparison

Read 225 ServiceNow reviews

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8,603 Comparison Views

91% willing to recommend

Read 47 Spiceworks reviews

2,782 Views
1,141 Comparison Views

86% willing to recommend

Ivanti Neurons for ITSM

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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: March 2026).

Help Desk Software

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Helped 885,444 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 April 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 ServiceNow is 12.6%, down from 23.3% compared to the previous year. The mindshare of Spiceworks is 1.3%, down from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
ServiceNow	12.6%
Ivanti Neurons for ITSM	2.2%
Spiceworks	1.3%
Other	83.9%

Help Desk Software

Featured Reviews

Rajat_Srivastava

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.

Seamless data integration and advanced automation improve service delivery efficiency

MichaelTang1

Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

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

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

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

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

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

"The integrations are quite simple and clear."

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

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

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

"The main features of ServiceNow that I use are incident approval management and the ability to link all the information we receive from the finance bureau service."

"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"

"It's filling a niche I think a lot of people have really, really wanted which is bringing a lot of this information into one central location."

"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."

"The most valuable feature by far of ServiceNow is the rapid development, how quickly you can actually go out and change things, adapt things, ready to fulfill the business needs."

"Everything about the schema, including the design of ServiceNow, is great."

"The stability is excellent, there are no bugs or glitches and it doesn't crash or freeze, and I find it to be reliable."

"ServiceNow can be used for service requests and change management."

More ServiceNow pros

"The price, as it's free."

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

"Considering the fact that this is a free product, all you can get from this software is improvement in the way your organization operates and how your clients perceive you."

"If you want an all in one solution for your IT to support your company, Spiceworks has a nice built in integrated system."

"It's a pretty good product, I like it, and it's given me some fairly valuable information that I've needed on a couple of occasions that no other product would present to me."

"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 offered everything we needed and more, and has improved response times to staff as well as providing an audit trail and growing database of information that can be referenced when similar problems arise."

"Ticketing works really well."

More Spiceworks pros

Cons

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

"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."

"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."

"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."

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

More Ivanti Neurons for ITSM cons

"Its setup is tough. It takes a lot of knowledge and a lot of experience."

"It is annoying that ServiceNow keeps on changing back to Quebec every six months."

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

"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."

"ServiceNow has a user interface that mimics a web-base and is easy on the eyes however, it is too fluid."

"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."

"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."

"An area for improvement would be the accessibility of downloaded and compressed files."

More ServiceNow cons

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

"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."

"Yes, too many. We tried it on a VM, but we had to reboot every 2 days."

"Attachment handling within a ticket could be improved; only one item can be attached at a time unless email is used."

"The devices keep showing offline in the dashboard, but when we check it, it's already online."

"It would be great to see them improve on the ticketing aspect. It still lacks some basic features that other systems have such as limiting the view of queues to certain techs."

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

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

More Spiceworks cons

Pricing and Cost Advice

"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 product is affordable for small businesses."

"Getting the solution up and running is expensive."

"There are licensing fees."

"The setup cost is high compared to others, especially when the scope is not fixed."

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

"They could be more competitive with their licensing."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"This is a pretty expensive product, so the licensing could be better."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

More ServiceNow pricing and cost advice

"The tool is cheap."

"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."

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

"It's free."

"The product is free! Get it now."

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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 needs improvement with Ivanti Neurons for ITSM?

Top Industries

By visitors reading reviews

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

Educational Organization

Financial Services Firm

11%

Manufacturing Company

10%

Computer Software Company

Government

Construction Company

11%

Computer Software Company

11%

University

Manufacturing Company

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	55
Midsize Enterprise	35
Large Enterprise	168

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

Questions from the Community

Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the...

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 addres...

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, yo...

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 needs improvement with Spiceworks?

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

What is your primary use case for Spiceworks?

If our customers need backup support, we can work with them and provide it. Whatever solution the customer requires, ...

What advice do you have for others considering Spiceworks?

It performs its intended functions. We may use it, but perhaps not for ourselves, but for our customers, potentially ...

JIRA Service Management vs Ivanti Neurons for ITSM

Comparisons

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Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 5% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM

Compared 5% of the time

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BMC Helix ITSM vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

ManageEngine ServiceDesk Plus vs Spiceworks

Compared 7% of the time

Lansweeper vs Spiceworks

Compared 6% of the time

Zabbix vs Spiceworks

Compared 6% of the time

Nagios XI vs Spiceworks

Compared 6% of the time

SolarWinds NPM vs Spiceworks

Compared 5% of the time

More Spiceworks Competitors

Product Reports

Ivanti Neurons for ITSM

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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.