Ivanti Neurons for ITSM vs xMatters comparison

The compared Ivanti and Everbridge solutions aren't in the same category. Ivanti is ranked #13 in HDS , with an average rating of 8.3, and holds a 2.2% mindshare in the category. Everbridge is ranked #11 in IMS , and holds a 5.9% mindshare. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,672 Views
1,338 Comparison Views

92% willing to recommend

xMatters

Read 31 xMatters reviews

1,375 Views
1,169 Comparison Views

96% willing to recommend

Ivanti Neurons for ITSM

xMatters

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Ivanti Neurons for ITSM and xMatters 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: January 2026).

Buyer's Guide

Help Desk Software

January 2026

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Helped 881,821 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

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Help Desk Software (13th), IT Service Management (ITSM) (13th)

xMatters

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (11th)

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. Ivanti Neurons for ITSM is designed for Help Desk Software and holds a mindshare of 2.2%, up 1.9% compared to last year.
xMatters, on the other hand, focuses on IT Alerting and Incident Management, holds 5.9% mindshare, down 6.1% since last year.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Ivanti Neurons for ITSM	2.2%
ServiceNow	12.9%
JIRA Service Management	6.4%
Other	78.5%

Help Desk Software

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
xMatters	5.9%
PagerDuty Operations Cloud	13.2%
Opsgenie	9.0%
Other	71.9%

IT Alerting and Incident Management

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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reviewer1855452

Infrastructure Analyst at a financial services firm with 10,001+ employees

Helps in ensuring that everyone gets notified when needed, and provides the flexibility to integrate it and build what we want on top of it

They recently released an incident module that allows users, or at least teams, to track major incidents and other things, and you can send out communication via that one webpage. You can engage on-call teams and communicate to stakeholders as well, but one thing that is missing there is a group chat. If there is a group chat on the same webpage that all of the support teams could use, it would be a one-stop shop that all of the major incident managers would use as their product to manage a major incident. Without that, at the moment, they are mainly referring to teams and then adding data into xMatters as and when they can. Some of the workflow development work that we do for the in-house piece can be quite complicated if you don't have experience using the tool. You have to have to go through the documentation, but I suppose that's an expectation. When users first log on and they're configuring the rotas, it does take them a bit of time to get their heads around how to configure the shifts. Some of them do need guidance. We have got a support document, and xMatters also has a support page where they can go and read through the details. Our roles and access for each user are locked down, as opposed to just letting them access the xMatters portal because it can add more confusion because the support portal explains that they can do X, Y, and Z. So, we're removing that ability, but once the users get their head around how to configure the rotas, the overall intuitiveness of the UI is pretty good. It is simple and clean, and they don't have to do that many steps. There are probably one or two group supervisors that configure the rotas, and the rest of them log on. We've already pre-populated the contact details from our directory, so usually, they'll just go and add a personal device, if they do want to get called on a personal device, or they want to set up the app, which is pretty easy using the QR codes. The product looks nice and clean. The only thing is that it takes a little bit of work to get your head around the rotas, but once you do, it's pretty darn simple.

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

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

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

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

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

"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."

"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

"It is easy to set up."

More Ivanti Neurons for ITSM pros

"The most valuable features are the ability to have groups and then have an on-call rotation in the groups. Outlook lacks both these features. Outlook gives you the ability to contact an individual or groups, but you can't contact them based on an on-call rotation, and you can't have built-in timing escalations inside of that. xMatters gives you the ability to do that, which is important when you have 50 or so people in the team, but you only want to contact the person who is on-call. You don't create any unnecessary noise. xMatters allows you to page the right person who is on-call versus just creating excessive noise."

"It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."

"The cloud solution reduces alarming to the core, which means no need to provision your server, which is great."

"Support has been great. They responded very quickly to all the support cases that I have submitted."

"Simple features create flow sets and build APIs for integrations."

"The on-call schedule that they have for groups is amazing in terms of how it works and how it triggers. You don't need to do anything. You just upload the users, and you have the calendar of the schedules. It is amazing how it works and how easy it is to work with this feature."

"For our organization, sending notifications out via subscriptions for outages."

"The ability to notify teams and monitor those notifications in real-time is valuable. Time-based escalation of notifications helps us resolve issues much more quickly."

More xMatters pros

Cons

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

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

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

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

"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."

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

"The user interface must be made simpler and more effective."

More Ivanti Neurons for ITSM cons

"They recently released an incident module that allows users, or at least teams, to track major incidents and other things, and you can send out communication via that one webpage. You can engage on-call teams and communicate to stakeholders as well, but one thing that is missing there is a group chat. If there is a group chat on the same webpage that all of the support teams could use, it would be a one-stop shop that all of the major incident managers would use as their product to manage a major incident. Without that, at the moment, they are mainly referring to teams and then adding data into xMatters as and when they can."

"When you are not using the conference bridge from xMatters and you are using an external one, it is a little bit hard to get the person whom xMatters calls to jump directly to the external bridge. They need to hang up the phone and then get to the email to get the URL so that they can jump on the bridge. There is no direct connection from xMatters to that external bridge, but I understand that part of the business."

"I would like xMatters to provide users with the capability of administering it on their own. I do a lot of hand-holding with them."

"In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now."

"I would like some minor UI changes. I believe I filed some enhancement requests with xMatters. For example, in one area, they have some way for you to look at a particular functionality with different sets of reporting UI. However, that same reporting UI is not yet available with some other functionalities. Essentially, in their existing functionality, the xMatters application does an excellent job, but in other functionalities within their UI, they don't have that. On the back-end, they are related. Instead of one click where you can see everything, right now you need to go to different areas to access similar information. It would be nice to have everything in one place. While they have an excellent element A, I am hoping that they could just simply make that feature also available in their element B."

"The only thing that has caught us out a little bit is that on certain screens, you don't have the same admin options. There should be more consistency with the admin options because not all screens provide you with the same options. As an administrator, it feels like they should always be there. For example, on some screens, there is an Export button that provides fantastic, detail-rich exports, which obviously are very handy because then you can, as an administrator, do your administration, and extract what has been done to share with or prove to others. However, the Export button is not always present, and on the screens where it isn't, you miss it. You're like, "Oh, where's the Export button?", which can be quite problematic. There should be more consistency in the UI in terms of available options for anything that is referenced data or configurable. If you can put it in, there should be a way to run an export function to essentially pull it out. That's the only improvement that I can really think of."

"The data validation and verification need to be enhanced so that when data is changed, it reviews it in an automated manner and catches all of the anomalies."

"I would like to see some more user templates. There are roles — administrator, user, etc. — but it would be nice to create a user template that restricted what people assigned that role could do."

More xMatters 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 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."

"You should perhaps arrange an evaluation or trial to just test it out. Get your feet wet. That is so important. If you don't try it, then you won't know."

"This is our biggest issue: licensing. Our customer has only purchased a set number of full licensed users, and we are constantly running up against our license limit. To mitigate licensing concerns, we completely control at the admin level user additions and removals, and do a monthly cleanup process driven by security contractor removal reports."

"The pricing is too high... we procured 150 licenses and we have almost 1,500 users in IT. We had to come up with a few ideas for determining which users get a license and which users don't need one. Due to the limitation of the number of licenses, we were unable to integrate the user profiles with Active Directory."

"xMatters shortens the time to resolution, so the amount saved in potential lost revenue and productivity has justified the cost for our organization."

"We're currently per license. We're paying around $44,000 per year for 80 full users and 300 standard users. For a new implementation, we also need to pay for an expert."

"I'm not really involved with the cost standpoint. I've only heard rumors of how much it costs, and if it costs what I think it costs, its cost is very high as compared to a lot of other tools that we're using here. It seems on the higher end from a cost standpoint."

"I am not really privy to how much my client is paying for this service. They just tell me the number of licenses that they have. Every time that I say, "I need extra licenses to make sure that all Level 1 and 2s have their own xMatters account," they keep telling me that it is too expensive. If the only purpose is to call people, it doesn't justify the cost of paying more than the number of licenses that they already have."

"The pricing is tiered so we took that into account. If we were to license 10 or 20 people, that would be a certain price. And if we were to license 50 or 100, there would be a little bit of discounting. But the per-user license was right in line with what we were expecting."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Manufacturing Company

10%

Financial Services Firm

Educational Organization

Performing Arts

13%

Manufacturing Company

Financial Services Firm

Healthcare 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	4
Midsize Enterprise	2
Large Enterprise	24

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

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Comparisons

ServiceNow vs Ivanti Neurons for ITSM

Compared 14% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 7% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 6% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

More Ivanti Neurons for ITSM Competitors

PagerDuty Operations Cloud vs xMatters

Compared 38% of the time

Opsgenie vs xMatters

Compared 21% of the time

Everbridge IT Alerting vs xMatters

Compared 19% of the time

Rootly vs xMatters

Compared 7% of the time

ServiceNow vs xMatters

Compared 4% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

January 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

xMatters

January 2026

Download xMatters product report

Also Known As

HEAT Service Management

xMatters IT Management

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

xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

To learn more, request a demo.

Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.

Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.

Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.

Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.

Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.

Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

Everbridge

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

Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. Visit our website to see how business like yours found solutions with xMatters.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2026.

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