Ivanti Neurons for ITSM vs SolarWinds Web Help Desk comparison

Ivanti and SolarWinds are both solutions in the Help Desk Software category. Ivanti is ranked #12 with an average rating of 8.3, while SolarWinds is ranked #15 with an average rating of 9.0. Ivanti holds a 2.1% mindshare in HDS, compared to SolarWinds’s 1.2% mindshare. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,401 Views
1,121 Comparison Views

92% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

784 Views
674 Comparison Views

85% willing to recommend

Ivanti Neurons for ITSM

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Ivanti Neurons for ITSM and SolarWinds Web Help Desk both provide IT service management solutions. Ivanti Neurons stands out with its advanced automation and comprehensive feature set, whereas SolarWinds is noted for its cost-effectiveness and simplicity.

Features: Ivanti Neurons provides AI-driven insights, predictive analytics, and extensive customization options, which support complex IT environments. SolarWinds Web Help Desk offers integrated ticketing, asset management functionalities, and a user-friendly interface that ensure operational efficiency.

Room for Improvement: Ivanti Neurons could improve by simplifying its interface, reducing costs for smaller organizations, and enhancing integration capabilities with third-party applications. SolarWinds could benefit from more advanced automation features, expanded customization options, and stronger analytics functionalities to meet complex IT management needs.

Ease of Deployment and Customer Service: Ivanti Neurons supports both cloud and on-premises deployment, providing flexibility and dedicated support. SolarWinds Web Help Desk is recognized for seamless deployment and an intuitive interface, with reliable customer support facilitating transition and ongoing management.

Pricing and ROI: Ivanti Neurons requires a higher initial investment due to its extensive features, offering long-term ROI through operational efficiencies. SolarWinds Web Help Desk offers competitive pricing, providing a quick return through easy implementation and low ongoing costs, making it an attractive option for budget-conscious organizations.

To learn more, read our detailed Ivanti Neurons for ITSM vs. SolarWinds Web Help Desk Report (Updated: December 2025).

Buyer's Guide

Ivanti Neurons for ITSM vs. SolarWinds Web Help Desk

December 2025

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Helped 881,114 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:

Categories and Ranking

Ivanti Neurons for ITSM

Ranking in Help Desk Software

12th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (12th)

SolarWinds Web Help Desk

Ranking in Help Desk Software

15th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 1.8% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.2%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Ivanti Neurons for ITSM	2.1%
SolarWinds Web Help Desk	1.2%
Other	96.7%

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.

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GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Has supported daily operational workflows and improved approval management across departments

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

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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 installation depends on its customization. It is easy."

"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."

"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."

"It is easy to set up."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

More Ivanti Neurons for ITSM pros

"The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level."

"SolarWinds is scalable as far as adding devices and servers."

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

"Once installed, it runs like a charm and doesn't ever crash."

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

"It is easy to use."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

Cons

"Configuration requirements are extensive, even in basic Service Desk processes."

"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."

"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."

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

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

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

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

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

More Ivanti Neurons for ITSM cons

"It would be good if there were training and tutorial videos on the Web Help Desk."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

"A little outdated compared to newer products that include protection and detection."

"The working part, the deployment part, and the configuration part was a little bit complex."

"This solution needs to have mobile application support added."

Pricing and Cost Advice

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

"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."

"They charge by the technician. It costs $117 per technician per year."

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

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Top Industries

By visitors reading reviews

Manufacturing Company

11%

Computer Software Company

11%

Financial Services Firm

10%

Educational Organization

Retailer

15%

Performing Arts

13%

Government

University

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	5
Midsize Enterprise	1
Large Enterprise	3

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.

See all answers

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.

See all answers

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...

See all answers

What needs improvement with SolarWinds Web Help Desk?

Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of use, and ease of access. These were the three functionalities we were looking for ...

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What is your primary use case for SolarWinds Web Help Desk?

For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are dealing with Zoho. We are not dealing with solutions such as Zoho Mail or Zoho P...

See all answers

What advice do you have for others considering SolarWinds Web Help Desk?

See all answers

Comparisons

ServiceNow vs Ivanti Neurons for ITSM

Compared 19% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 6% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 6% of the time

More Ivanti Neurons for ITSM Competitors

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 15% of the time

ServiceNow vs SolarWinds Web Help Desk

Compared 15% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 15% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 11% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 11% of the time

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

January 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

SolarWinds Web Help Desk

January 2026

Download SolarWinds Web Help Desk 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

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

SolarWinds

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

Instacart

Buyer's Guide

Ivanti Neurons for ITSM vs. SolarWinds Web Help Desk

December 2025

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