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Ivanti Neurons for ITSM Reviews

Vendor: Ivanti
4.1 out of 5
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What is Ivanti Neurons for ITSM?

Ivanti Neurons for ITSM provides a comprehensive suite for automation, integration, and service management. With AI-driven hyper-automation and flexible self-service, it streamlines ticketing and incident management, enhancing productivity with efficient device management across different platforms.

Get the Ivanti Neurons for ITSM Buyer's Guide and find out what your peers are saying about Ivanti Neurons for ITSM, ServiceNow, NinjaOne and more!
Ivanti Neurons for ITSM is the #12 ranked solution in top Help Desk Software and top IT Service Management (ITSM) solutions. PeerSpot users give Ivanti Neurons for ITSM an average rating of 8.2 out of 10. Ivanti Neurons for ITSM is most commonly compared to ServiceNow: Ivanti Neurons for ITSM vs ServiceNow. Ivanti Neurons for ITSM is popular among the large enterprise segment, accounting for 55% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a manufacturing company, accounting for 11% of all views.
Buyer's Guide
Ivanti Neurons for ITSM
April 2026
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Helped 892,868 peers since 2012

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Ivanti Neurons for ITSM mindshare

Product category:
Help Desk Software
As of May 2026, the mindshare of Ivanti Neurons for ITSM in the Help Desk Software category stands at 1.9%, down from 2.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Help Desk Software Mindshare Distribution
ProductMindshare (%)
Ivanti Neurons for ITSM1.9%
ServiceNow11.2%
JIRA Service Management6.0%
Other80.9%
Help Desk Software

PeerResearch reports based on Ivanti Neurons for ITSM reviews

TypeTitleDate
CategoryHelp Desk SoftwareMay 6, 2026Download
ProductReviews, tips, and advice from real usersMay 6, 2026Download
ComparisonIvanti Neurons for ITSM vs ServiceNowMay 6, 2026Download
ComparisonIvanti Neurons for ITSM vs JIRA Service ManagementMay 6, 2026Download
ComparisonIvanti Neurons for ITSM vs ZendeskMay 6, 2026Download
Suggested products
TitleRatingMindshareRecommending
ServiceNow4.311.2%92%228 interviewsAdd to research
NinjaOne4.11.2%95%25 interviewsAdd to research
 
 
Key learnings from peers
Last updated Apr 19, 2026

Valuable Features

Ivanti Neurons for ITSM excels in automation, self-service, and service catalog features enabling efficient software request handling. Its integration with third-party solutions, especially databases like Azure, is seamless. The platform is customizable, enhancing workflow adaptability for organizations. Incident, change, and asset management are crucial capabilities. Cloud functionality improves update processes, while the dashboard provides comprehensive device insights. Cost-effectiveness and stability are notable, with robust support for different operating systems through intuitive management tools.
  • "Ivanti Neurons for ITSM is a key tool and is very important to my service delivery efficiency."
  • "HEAT Service Management is a great tool for assets, service desk, and customer service management."
  • "The solution is easy to use and has a user-friendly interface."

Room for Improvement

Ivanti Neurons for ITSM requires improved patching for non-Windows OS, enhanced support, and more flexible UI customization. Language localization can be expanded. There is a need for better integration with ERP tools, WhatsApp, and popular platforms. Reporting capabilities and training materials need enhancement. There is insufficient support for hybrid environments and Mac devices, and documentation needs simplification. Pricing and bundled features could be more competitive.
  • "Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices."
  • "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's a lack of integration with other products. This needs to be improved."

ROI

Customers experience significant ROI with Ivanti Neurons for ITSM. First Call Close rates for the Service Desk achieve 70-80% with well-implemented workflows and screens. To maximize returns, effective skills transfer and training are essential. Users prefer customizable report templates without incurring additional consultant fees. The platform provides substantial savings equivalent to 10 hours weekly.

Pricing

Ivanti Neurons for ITSM utilizes a subscription-based pricing model, charging per user with flexible licensing options. While some find it affordable, others view it as expensive, especially for small businesses. Users report that pricing includes support but can increase with additional asset management or service management licenses. Annual billing is standard, and professional services are an extra cost. Companies transitioning from platforms like ServiceNow often cite lower licensing fees as a benefit.
  • "The price is on the higher side. The support is included in the standard licensing fees."
  • "The product is affordable for small businesses."
  • "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."

Popular Use Cases

Organizations primarily use Ivanti Neurons for ITSM for service management, acting as a ticketing system and helpdesk software. It supports ITIL-certified processes and features such as workflow and solution builders, a knowledge base, and intelligent chatbots. Users appreciate its flexibility in configuring workflows, managing change requests, and patching tasks. It's beneficial for sectors such as banking and serves as an alternative to ServiceNow for smaller companies, focusing on service desk capabilities and asset management.

Service and Support

Ivanti Neurons for ITSM customer service and support often receive high praise, being described as excellent and responsive. Most users report helpful interactions, with technicians quickly addressing issues. Some feedback suggests improved response time and faster solution delivery, while features and updates prompt satisfaction. The service occasionally requires additional agreements, which some find costly. Overall, endorsements highlight an eight out of ten rating, with heat service management scoring slightly lower.

Deployment

The setup for Ivanti Neurons for ITSM varies in complexity based on deployment type and customization needs. On-premises setups often need network configurations, while cloud deployments are usually faster. Certified personnel are essential for complex modules as they require knowledge of workflows and SLAs. Documentation aids in understanding step-by-step implementation, but additional support might be necessary for specialized customizations. Familiarity with related systems eases the process.

Scalability

Ivanti Neurons for ITSM is praised for its scalability, accommodating both small and large enterprises. Companies have reported seamless integration for expanding systems, enhancing their operational capabilities. Its adaptability allows users to manage substantial growth, supporting hundreds to thousands of users without issues. Many rate its scalability high, confirming its effectiveness in diverse sectors. Its capacity to integrate additional services as organizations expand is widely appreciated, with consistent feedback indicating smooth scalability transitions.

Stability

Ivanti Neurons for ITSM is highly stable, often rated around eight to nine out of ten. Users generally do not experience significant downtime, though some report occasional caching issues or browser compatibility problems. Stability varies based on usage and integration levels, with some facing minor access challenges. While HEAT Service Management is consistently praised for reliability, consistent performance is recognized as a key strength of Ivanti.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our Ivanti Neurons for ITSM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise5
By reviewers
By visitors reading reviews
Company SizeCount
Small Business65
Midsize Enterprise35
Large Enterprise123
By visitors reading reviews

Top industries

By visitors reading reviews
Manufacturing Company
11%
Financial Services Firm
9%
Computer Software Company
9%
Healthcare Company
6%
Government
6%
University
6%
Insurance Company
5%
Construction Company
5%
Retailer
5%
Educational Organization
4%
Comms Service Provider
4%
Non Profit
4%
Energy/Utilities Company
3%
Real Estate/Law Firm
3%
Aerospace/Defense Firm
3%
Outsourcing Company
2%
Hospitality Company
2%
Marketing Services Firm
1%
Leisure / Travel Company
1%
Transportation Company
1%
Performing Arts
1%
Wholesaler/Distributor
1%
Consumer Goods Company
1%
Legal Firm
1%
Media Company
1%
Mining And Metals Company
1%

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Learn more about Ivanti Neurons for ITSM

Ivanti Neurons for ITSM is a dynamic platform designed for IT service management, offering robust features like hyper-automation and AI-enhanced functionalities. With a powerful service catalog, seamless patch and asset management, and advanced incident handling capabilities, it caters to diverse operational needs. Its intuitive interface supports device management across platforms, enhancing productivity through automatic updates. While valuable for its cost-effectiveness and stability, users note areas for improvement, particularly in non-Windows patching, integration versatility, and regional support.

What are the key features?
  • Hyper-Automation: Leverages AI for efficient task automation and problem-solving.
  • Service Catalog: Provides a diverse range of predefined service templates for easy access.
  • Incident Management: Streamlines ticket handling and resolution processes.
  • Patch Management: Enhances system security with automated patch deployment.
  • Cloud Neurons: Offers productivity tools with automatic updates to services.
Which benefits do customers look for?
  • Cost-Effectiveness: Provides stable and affordable service management solutions.
  • Enhanced Productivity: Increases efficiency with automated processes and updates.
  • Ease of Use: Facilitates device management with an intuitive interface across platforms.
  • Flexibility: Adapts to different organizational configurations and needs.

Ivanti Neurons for ITSM is widely implemented across service desks as an ITIL 4-certified system, supporting workflows like server patching, remote access, and incident handling. It aids digital transformation in HR and finance, being user-friendly for end-users while allowing deep configurability for managers. Key sectors benefiting include IT, HR, and finance, where it supports task-specific needs with specialized functionalities.

Ivanti Neurons for ITSM was previously known as HEAT Service Management.

Ivanti Neurons for ITSM 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

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Product Categories

Product Categories
Help Desk Software
IT Service Management (ITSM)

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Ivanti Neurons for ITSM Reviews Summary
Author infoRatingReview Summary
Manager - Technical Support at a tech vendor with 10,001+ employees4.0I've used Ivanti Neurons for ITSM for over 13 years, finding it reliable for change requests and ticketing. It's stable and effective, though I’d appreciate more training videos to support quicker learning for new users.
Technical Account Manager at a computer software company with 11-50 employees4.0I find Ivanti Neurons for ITSM excellent for patch management and endpoint visibility, saving me 10 hours weekly. While its cross-platform support is great, Mac reliability can be flaky. I rate it 8/10.
Director - Sales & Operations - India at Intertec Systems4.5I use Ivanti Neurons for ITSM for service management due to its ITIL 4-certified processes and flexibility with workflow building. The powerful platform supports hyper-automation but needs improved patching for non-Windows OSes like Linux.
Consultant ITSM at Easydesk4.5I use Ivanti Neurons for its flexibility to adjust workflows, integrate solutions, and manage incidents. It features an easy interface and effective dashboards. Improvements are needed in system integration without extensive development, despite iPaaS being introduced to address this.
Manager, Application Support at a university with 1,001-5,000 employees3.5Ivanti Neurons for ITSM lacks a strong support model and has limitations in its self-service portal and survey customization. It also has a weak community presence, making professional services a necessity for effective implementation.
Solution Consultant at PDT3.5I implemented Ivanti Neurons for ITSM by integrating it with third-party solutions like LDAP and Azure, finding it cost-effective and customizable. While it offers ROI, it needs a simpler interface and more ERP integrations compared to ServiceNow's superior stability.
Infrastructure Engineer at SeniorsIt4.0Ivanti Neurons for ITSM is a powerful IT service management tool that combines ITSM and ITAM capabilities, offering workflow configuration and automation. While user-friendly with a no-code interface, ITIL experience benefits managers. Localization could be improved.
Solutions Architect at Nile4.5We use Ivanti Neurons for ITSM to transition customers from paper to digital in HR and finance systems. Its assistance with incident, project, and service management is valuable, though integration with SolarWinds would enhance it. It's easy to set up and stable.