We performed a comparison between Ivanti Neurons for ITSM and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It is easy to set up."
"The integrations are quite simple and clear."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"This is an excellent alternative to ServiceNow for smaller companies."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"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."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"The solution is stable, scalable and easy to use."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"The solution has very good automation tools."
"There's a lack of integration with other products. This needs to be improved."
"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."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Support needs improvement in terms of responsiveness and timeliness."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"We'd like more integration with solutions like SolarWinds."
"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."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"Service mapping could be less complicated."
"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"Integration capabilities can improve."
"The contract module is quite rudimentary and doesn't support contract line items."
Ivanti Neurons for ITSM is ranked 10th in IT Service Management (ITSM) with 14 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Ivanti Neurons for ITSM is rated 8.2, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Ivanti Neurons for ITSM is most compared with JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus, Cherwell Service Management and PagerDuty Operations Cloud, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Ivanti Neurons for ITSM vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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