Freshservice vs Ivanti Neurons for ITSM comparison

Freshworks and Ivanti are both solutions in the Help Desk Software category. Freshworks is ranked #7 with an average rating of 8.5, while Ivanti is ranked #12 with an average rating of 8.3. Freshworks holds a 3.4% mindshare in HDS, compared to Ivanti’s 1.8% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 90% of Ivanti users who would recommend it.

Freshservice

Read 35 Freshservice reviews

1,738 Views
1,288 Comparison Views

97% willing to recommend

Ivanti Neurons for ITSM

Read 15 Ivanti Neurons for ITSM reviews

1,061 Views
536 Comparison Views

90% willing to recommend

Freshservice

Ivanti Neurons for ITSM

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

Ivanti Neurons for ITSM and Freshservice compete in the IT service management sector. Freshservice is preferred due to its comprehensive features, justifying its cost.

Features: Ivanti Neurons for ITSM supports automation, integrates with existing systems, and provides extensive tools for IT service management. Freshservice offers an intuitive setup, efficient incident management, and strong reporting features.

Room for Improvement: Ivanti Neurons could benefit from simplifying its customization process, enhancing user interface intuitiveness, and reducing integration complexities with third-party solutions. Freshservice may improve by expanding its customization options, increasing scalability for larger enterprises, and incorporating more advanced AI-driven automation.

Ease of Deployment and Customer Service: Ivanti Neurons for ITSM can demand a complex and customized deployment. In contrast, Freshservice provides a simple deployment process with robust customer service, appealing to organizations seeking quick implementation.

Pricing and ROI: Ivanti Neurons for ITSM is competitively priced with appealing initial setup costs and promises good ROI with its capabilities. Freshservice, though potentially more costly initially, offers a higher perceived ROI due to its user-friendliness and efficient features, enabling rapid IT optimization.

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

Buyer's Guide

Freshservice vs. Ivanti Neurons for ITSM

November 2024

Download the complete report

Helped 824,053 peers since 2012

Categories and Ranking

Freshservice

Ranking in Help Desk Software

7th

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Project Management Software (11th), Cloud Management (15th), IT Asset Management (7th)

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 Freshservice is 3.4%, down from 3.9% 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

Tim Guilder

Head of Production Technology at ITV

Provides excellent traceability along with improved efficiency and reliability

It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"The workflow and the change management process are valuable."

"Ability to scan barcodes and a great search feature."

"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."

"The most valuable features of Freshservice are the notifications, customization, and flexibility."

"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."

"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."

"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."

"There is a nice user interface."

More Freshservice pros

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

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

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

"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."

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

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

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

More Ivanti Neurons for ITSM pros

Cons

"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

"The chat portal is not that great."

"A chat bot needs to be added to the portal."

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

"I experienced some delay in response time for non-function critical queries."

"The analytics could be better."

More Freshservice cons

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

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

"There is room for improvement in terms of response time. The support team takes a long time to respond."

"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."

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

"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."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"The solution may be around 20,000 euros a year."

"We're basically paying about $100 USD per agent per month."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

More Freshservice pricing and cost advice

"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 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."

"The product is affordable for small businesses."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

824,053 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

26%

Manufacturing Company

Financial Services Firm

Retailer

Government

16%

Computer Software Company

13%

Financial Services Firm

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Freshservice?

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...

See all answers

What is your experience regarding pricing and costs for Freshservice?

The solution offers flat licensing and appears to be cost-effective.

See all answers

What needs improvement with Freshservice?

I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.

See all answers

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

ServiceNow vs Freshservice

Compared 27% of the time

Microsoft Project vs Freshservice

Compared 12% of the time

Zendesk vs Freshservice

Compared 11% of the time

ManageEngine ServiceDesk Plus vs Freshservice

Compared 10% of the time

monday.com vs Freshservice

Compared 10% of the time

More Freshservice Competitors

ServiceNow vs Ivanti Neurons for ITSM

Compared 34% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

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

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

Freshservice

December 2024

Download Freshservice product report

Buyer's Guide

Ivanti Neurons for ITSM

December 2024

Download Ivanti Neurons for ITSM product report

Also Known As

Flint

HEAT Service Management

Learn More

Freshworks

Video not available

Ivanti

Overview

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

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

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

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

Freshservice vs. Ivanti Neurons for ITSM

November 2024

Free Report: Freshservice vs. Ivanti Neurons for ITSM

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

DOWNLOAD NOW

824,053 professionals have used our research since 2012.

See our Freshservice vs. Ivanti Neurons for ITSM report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.