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 #26, while Ivanti Neurons for ITSM is ranked #13 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

877 Views
383 Comparison Views

80% willing to recommend

Ivanti Neurons for ITSM

Read 15 Ivanti Neurons for ITSM reviews

1,140 Views
546 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: October 2024).

Buyer's Guide

Cherwell Service Management vs. Ivanti Neurons for ITSM

October 2024

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Helped 814,649 peers since 2012

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

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

Number of Reviews

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

Senior Manager at Sasria SOC Ltd.

Aug 5, 2022

Having everything in one location has significantly improved our efficiency and reporting

We use the solution for IT service management, it's the key process for recording incidents or problems, and change management. We are customers of Cherwell and I'm an enterprise architect. Previously, the processes we now use Service Management for, were done manually. Implementing CSM has made…

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Sanjay Mukhopadhyay

Director - Sales & Operations - India at Intertec Systems

Jul 14, 2023

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

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

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

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

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

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

"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."

"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."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

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

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

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

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

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

More Ivanti Neurons for ITSM pros

Cons

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

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

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

"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."

"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."

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

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

"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."

"The patching for non-Windows OSes such as Linux is poor."

"They could provide product integration with popular platforms."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

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

"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."

"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."

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

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814,649 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

62%

Government

Computer Software Company

Healthcare Company

Government

15%

Computer Software Company

12%

Healthcare Company

10%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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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.

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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 14% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 14% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 12% of the time

PagerDuty Operations Cloud vs Ivanti Neurons for ITSM

Compared 9% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

October 2024

Download Cherwell Service Management product report

Buyer's Guide

Ivanti Neurons for ITSM

October 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

October 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: October 2024.

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814,649 professionals have used our research since 2012.

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

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