We performed a comparison between Ivanti Neurons for ITSM and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The solution's installation depends on its customization. It is easy."
"This is an excellent alternative to ServiceNow for smaller companies."
"The integrations are quite simple and clear."
"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."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"The most valuable feature is its ease of use."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"I like how it can be integrated and expanded with other ManageEngine products."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"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."
"We'd like more integration with solutions like SolarWinds."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"The patching for non-Windows OSes such as Linux is poor."
"The service delivery could be improved."
"The self-service feature for end users and the knowledge base need to be improved."
"The timing reporting module, and how it's used is a bit difficult to understand."
"The solution’s reporting could be improved."
"The product needs to allow for implementation for other departments besides the IT help desk."
"We'd like to have more integration into other platforms."
"I think asset management took a hit recently."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Ivanti Neurons for ITSM is rated 8.2, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and PagerDuty Operations Cloud, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and ConnectWise PSA. See our Ivanti Neurons for ITSM vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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