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Ivanti Neurons for ITSM vs SolarWinds Service Desk comparison

 

Comparison Buyer's Guide

Executive Summary

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

Ivanti Neurons for ITSM
Ranking in IT Service Management (ITSM)
12th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
Help Desk Software (12th)
SolarWinds Service Desk
Ranking in IT Service Management (ITSM)
13th
Average Rating
9.0
Reviews Sentiment
6.5
Number of Reviews
3
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of January 2026, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 2.1% compared to the previous year. The mindshare of SolarWinds Service Desk is 0.6%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
Ivanti Neurons for ITSM2.1%
SolarWinds Service Desk0.6%
Other97.3%
IT Service Management (ITSM)
 

Featured Reviews

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.
Vaibhav Patkar - PeerSpot reviewer
CISO at Orient Technologies Pvt. Ltd.
Improved service requests and network monitoring have increased efficiency but integration needs work
SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities. SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them. SolarWinds Service Desk is an affordable product. SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.

Quotes from Members

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

Pros

"Ivanti Neurons allows me to adjust our workflow according to our needs."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"The solution is easy to use and has a user-friendly interface"
"The solution's installation depends on its customization. It is easy."
"It is easy to set up."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"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 solution's technical support is excellent. I rate the technical support a ten out of ten."
"SolarWinds Service Desk is a recognized product across the world and a dependable product."
"The solution is very stable."
"What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance."
 

Cons

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"There's a lack of integration with other products. This needs to be improved."
"The patching for non-Windows OSes such as Linux is poor."
"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."
"The primary concern so far is the integration part because of the APIs; this is the main area of concern."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
 

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."
"The price is on the higher side. The support is included in the standard licensing fees."
"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."
Information not available
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Top Industries

By visitors reading reviews
Manufacturing Company
11%
Computer Software Company
11%
Financial Services Firm
10%
Educational Organization
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise6
No data available
 

Questions from the Community

What do you like most about Ivanti Neurons for ITSM?
I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.
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?
Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...
What needs improvement with SolarWinds Service Desk?
The primary concern so far is the integration part because of the APIs; this is the main area of concern. Currently, the installation of SolarWinds Service Desk is simple, but the integration may b...
What is your primary use case for SolarWinds Service Desk?
SolarWinds Service Desk is used for ITSM and network monitoring purposes. The major use cases being utilized are from Kaseya itself; the same use cases that were previously implemented are being re...
What advice do you have for others considering SolarWinds Service Desk?
I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, which is the reason we have moved to that. It has actually helped my customers' tec...
 

Also Known As

HEAT Service Management
No data available
 

Overview

 

Sample Customers

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Information Not Available
Find out what your peers are saying about Ivanti Neurons for ITSM vs. SolarWinds Service Desk and other solutions. Updated: December 2025.
881,114 professionals have used our research since 2012.