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Cherwell Service Management vs Ivanti Neurons for ITSM 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:
 

Customer Service

No sentiment score available
Cherwell Service Management scores well in customer and technical support but lags behind ServiceNow, with varying expertise from partners.
No sentiment score available
Ivanti Neurons for ITSM customer support is generally responsive, but some users experience delays and additional cost concerns.
 

Room For Improvement

No sentiment score available
Cherwell Service Management needs mobile, UI, deployment, Agile, JIRA, workflow, usability, integration, and access improvements for better functionality.
Sentiment score
4.9
Ivanti Neurons for ITSM needs better integration, simplified UI, improved patching, flexible user permissions, and enhanced support and documentation.
 

Scalability Issues

No sentiment score available
Cherwell Service Management is scalable due to its on-premise design, allowing flexible server expansion and growth capacity.
Sentiment score
7.8
Ivanti Neurons for ITSM is highly scalable, supporting diverse user bases and integrating seamlessly with other Ivanti solutions.
 

Stability Issues

No sentiment score available
Cherwell Service Management is highly stable with improved cloud performance, while Avante's acquisition impact on stability is uncertain.
Sentiment score
7.0
Ivanti Neurons for ITSM is deemed reliable, though some users report minor access and performance issues under specific conditions.
 

Valuable Features

No sentiment score available
Cherwell Service Management offers intuitive dashboards, seamless integrations, centralized IT services, and supports multiple departments for enhanced usability and compliance.
Sentiment score
8.6
Ivanti Neurons for ITSM offers customizable workflows, automation, and AI features, excelling in incident management and cost-effectiveness.
 

Setup Cost

No sentiment score available
No sentiment score available
Ivanti Neurons for ITSM's annual per-user costs can be high, challenging small businesses with additional licensing and service fees.
 

Categories and Ranking

Cherwell Service Management
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
30th
Average Rating
7.2
Number of Reviews
6
Ranking in other categories
No ranking in other categories
Ivanti Neurons for ITSM
Ranking in Help Desk Software
13th
Ranking in IT Service Management (ITSM)
10th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
15
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Cherwell Service Management is 0.5%, down from 1.3% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 1.8%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Sanjay Mukhopadhyay - PeerSpot reviewer
The solution comes with a host of features for hyper-automation
The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace. With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.
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Top Industries

By visitors reading reviews
Educational Organization
62%
Government
8%
Computer Software Company
6%
Healthcare Company
3%
Government
16%
Computer Software Company
12%
Financial Services Firm
10%
Healthcare Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
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?
They could provide product integration with popular platforms like WhatsApp for customer communication and enhancing software asset management capabilities.
 

Also Known As

No data available
HEAT Service Management
 

Learn More

Video not available
 

Overview

 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Find out what your peers are saying about Cherwell Service Management vs. Ivanti Neurons for ITSM and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.