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Ivanti Neurons for ITSM vs SymphonyAI IT Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
Ranking in IT Service Management (ITSM)
12th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
No ranking in other categories
SymphonyAI IT Service Manag...
Ranking in Help Desk Software
20th
Ranking in IT Service Management (ITSM)
18th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
5
Ranking in other categories
IT Asset Management (14th)
 

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 SymphonyAI IT Service Management is 1.8%, up from 1.6% 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%
SymphonyAI IT Service Management1.8%
Other96.1%
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.
Abhishek Bhosle - PeerSpot reviewer
IT Specialist at Tata AIA
Good ticketing tool but limitations with integration
We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

Quotes from Members

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

Pros

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The integrations are quite simple and clear."
"The solution's installation depends on its customization. It is easy."
"The product has the best features for ITSM."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
 

Cons

"There is room for improvement in terms of response time. The support team takes a long time to respond."
"The patching for non-Windows OSes such as Linux is poor."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"Configuration requirements are extensive, even in basic Service Desk processes."
"They could provide product integration with popular platforms."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"We'd like more integration with solutions like SolarWinds."
"Support needs improvement in terms of responsiveness and timeliness."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
"I would like them to add software inventory in the next release. We don't have that right now."
"Integration was a major limitation with SummitAI."
 

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."
"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 product is affordable for small businesses."
"We have a regular license."
"SummitAI IT Management Suite's pricing is a bit expensive."
"The product's cost is average."
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Top Industries

By visitors reading reviews
Manufacturing Company
11%
Computer Software Company
11%
Financial Services Firm
10%
Educational Organization
8%
Manufacturing Company
16%
Computer Software Company
9%
Government
7%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise6
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise6
Large Enterprise3
 

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 do you like most about SummitAI IT Management Suite?
It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners.
What needs improvement with SummitAI IT Management Suite?
Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...
What is your primary use case for SummitAI IT Management Suite?
We mainly used it as a ticketing tool for our IT services. It wasn't bad, but the reporting wasn't great, which is one reason we decided to switch.
 

Also Known As

HEAT Service Management
Summus IT Management Suite
 

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
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Find out what your peers are saying about Ivanti Neurons for ITSM vs. SymphonyAI IT Service Management and other solutions. Updated: January 2026.
881,114 professionals have used our research since 2012.