Ivanti Neurons for ITSM vs ServiceNow vs TOPdesk comparison

Read 225 ServiceNow reviews

24,579 Views
8,603 Comparison Views

91% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,844 Views
1,475 Comparison Views

84% willing to recommend

Ivanti Neurons for ITSM

TOPdesk

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Ivanti Neurons for ITSM, ServiceNow, and TOPdesk 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

Download the complete report

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 TOPdesk is 2.0%, up 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%
TOPdesk	2.0%
Other	83.2%

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.

Read full review

MichaelTang1

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

Seamless data integration and advanced automation improve service delivery efficiency

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.

Read full review

Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Read full review

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."

"The solution's technical support is excellent. I rate the technical support a ten out of ten."

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

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

"Understand that this product is a great investment."

"The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments and when we go to the group assignment they can assign it to me there."

"HEAT Service Management is a great tool for assets, service desk, and customer service management."

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

More Ivanti Neurons for ITSM pros

"As an end user, I would rate it a seven out of ten."

"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."

"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."

"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."

"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."

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

"I would recommend this solution, it's really an excellent tool in comparison to the current market tools like SCP and a lot of other tools out there."

"Most of our tickets go through ServiceNow."

More ServiceNow pros

"Technical support is great and we have not had any issues with them."

"TOPdesk is overall very stable."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"Its ITSM approach is quite useful."

"The most valuable feature of TOPdesk is the reports."

"The most valuable feature of this solution is the incident management module."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"As we have moved to an off-premises deployment, we get regular updates."

More TOPdesk pros

Cons

"The patching for non-Windows OSes such as Linux is poor."

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

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

"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."

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

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

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

More Ivanti Neurons for ITSM cons

"Technical support could be better. We are not satisfied with the level of support they offer."

"Initially, I had some issues with just ease of use. A lot of the having to code and having to know how to use Java and all that kind of stuff just wasn't as easy for us non-coding type of individuals."

"The interface requires an upgrade."

"I've really enjoyed working with it, and I guess it's just the way we have things set up. It's a little frustrating not being able to find things, all the stuff I have to go through to get things fixed."

"Service mapping could be less complicated."

"They could improve license management, particularly when integrating different applications or toolsets."

"There are a few things that it needs to improve, like automation of most things out-of-the-box."

"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."

More ServiceNow cons

"An operator is also a user but requires creating two different records."

"Change management implementation, facility management, and making reservations on assets can be improved."

"The solution's change management could be better."

"Change management implementation, facility management, and making reservations on assets can be improved."

"It is time-consuming to add new users."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

More TOPdesk cons

Pricing and Cost Advice

"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."

"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."

"The price is on the higher side. The support is included in the standard licensing fees."

"The price is okay for us. It's reasonable."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

"The solution is expensive."

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

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

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

"It has a higher cost compared to local/regional solutions."

"The platform offers a free trial, by providing a free developer instance once you sign up."

More ServiceNow pricing and cost advice

"TOPdesk's pricing is cheaper than Jira's."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"The solution's pricing is reasonable and not expensive."

"The solution is inexpensive compared to competitors."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

885,444 professionals have used our research since 2012.

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

Educational Organization

11%

Manufacturing Company

10%

Computer Software Company

10%

Construction 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	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

What needs improvement with Ivanti Neurons for ITSM?

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 is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

JIRA Service Management vs Ivanti Neurons for ITSM

Comparisons

Compared 7% of the time

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

SCSM vs Ivanti Neurons for ITSM

Compared 4% of the time

More Ivanti Neurons for ITSM Competitors

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

JIRA Service Management vs TOPdesk

Compared 10% of the time

GLPI by Teclib vs TOPdesk

Compared 6% of the time

Zendesk vs TOPdesk

Compared 6% of the time

Freshdesk vs TOPdesk

Compared 5% of the time

BMC Helix ITSM vs TOPdesk

Compared 4% of the time

More TOPdesk Competitors

Product Reports

Ivanti Neurons for ITSM

Download Ivanti Neurons for ITSM product report

Download ServiceNow product report

Help Desk Software

Download TOPdesk 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.”