Cherwell Service Management vs Ivanti Neurons for ITSM comparison

Cherwell Service Management and Ivanti Neurons for ITSM are both solutions in the Help Desk Software category. Cherwell Service Management is ranked #25, while Ivanti Neurons for ITSM is ranked #12 with an average rating of 8.3. Cherwell Service Management holds a 0.5% mindshare in HDS, compared to Ivanti Neurons for ITSM’s 1.8% mindshare. Additionally, 80% of Cherwell Service Management users are willing to recommend the solution, compared to 90% of Ivanti Neurons for ITSM users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

832 Views
350 Comparison Views

80% willing to recommend

Ivanti Neurons for ITSM

Read 15 Ivanti Neurons for ITSM reviews

1,061 Views
536 Comparison Views

90% willing to recommend

Cherwell Service Management

Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Ivanti Neurons for ITSM and Cherwell Service Management are both IT service management solutions focused on enhancing service delivery. Ivanti Neurons for ITSM is perceived to have an edge due to competitive pricing and customer support satisfaction, while Cherwell is seen as a stronger choice for those requiring robust features.

Features: Ivanti Neurons for ITSM is equipped with AI-driven ticket automation, proactive service resolutions, and a user-friendly interface. Cherwell Service Management offers highly customizable workflows, strong integration capabilities with third-party solutions, and a comprehensive service catalog management system.

Room for Improvement: Ivanti Neurons for ITSM could enhance its customization options further, expand third-party integrations, and improve its reporting capabilities. Cherwell Service Management could work on simplifying its setup process, speeding up its customer service responsiveness, and reducing the overall complexity of configuration options.

Ease of Deployment and Customer Service: Both Ivanti and Cherwell offer cloud and on-premise deployment. Ivanti is noted for simpler and faster deployment, reducing potential downtime. In contrast, Cherwell's deployment is more comprehensive, often requiring more expertise. Ivanti's customer service is quick and responsive, while Cherwell provides detailed but slower support.

Pricing and ROI: Ivanti Neurons for ITSM is competitively priced, offering a promising ROI through its automation features and reduced manual interventions. Cherwell's higher setup costs reflect its more extensive feature set and customization capabilities, providing an adequate ROI for large-scale implementations requiring detailed customization.

To learn more, read our detailed Cherwell Service Management vs. Ivanti Neurons for ITSM Report (Updated: November 2024).

Buyer's Guide

Cherwell Service Management vs. Ivanti Neurons for ITSM

November 2024

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Helped 824,053 peers since 2012

Categories and Ranking

Cherwell Service Management

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

30th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Ivanti Neurons for ITSM

Ranking in Help Desk Software

12th

Ranking in IT Service Management (ITSM)

10th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 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 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

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.

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Sanjay Mukhopadhyay

Director - Sales & Operations - India at Intertec Systems

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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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The dashboard and the reporting functionality are the solution's most valuable features."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"All our activities are carried out in the one place."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

"This is an excellent alternative to ServiceNow for smaller companies."

"It is easy to set up."

"The solution's installation depends on its customization. It is easy."

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

"The integrations are quite simple and clear."

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

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

More Ivanti Neurons for ITSM pros

Cons

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The stability, specifically in the on-premises deployment model, could be improved."

"Access is only available if we're on VPN."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

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

"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."

"They could provide product integration with popular platforms."

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

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."

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

"There's a lack of integration with other products. This needs to be improved."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"The price is on the higher side. The support is included in the standard licensing fees."

"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."

"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 product is affordable for small businesses."

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824,053 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

63%

Government

Computer Software Company

Healthcare Company

Government

16%

Computer Software Company

13%

Financial Services Firm

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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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.

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?

They could provide product integration with popular platforms like WhatsApp for customer communication and enhancing software asset management capabilities.

See all answers

Comparisons

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Compared 13% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 13% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 11% of the time

PagerDuty Operations Cloud vs Ivanti Neurons for ITSM

Compared 8% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

November 2024

Download Cherwell Service Management product report

Buyer's Guide

Ivanti Neurons for ITSM

December 2024

Download Ivanti Neurons for ITSM product report

Also Known As

No data available

HEAT Service Management

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Ivanti

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Ivanti

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

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.

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

Buyer's Guide

Cherwell Service Management vs. Ivanti Neurons for ITSM

November 2024

Free Report: Cherwell Service Management vs. Ivanti Neurons for ITSM

Find out what your peers are saying about Cherwell Service Management vs. Ivanti Neurons for ITSM and other solutions. Updated: November 2024.

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824,053 professionals have used our research since 2012.

See our Cherwell Service Management vs. Ivanti Neurons for ITSM report.

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