Try our new research platform with insights from 80,000+ expert users

Ivanti Neurons for ITSM vs JIRA Service Management 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:
 

Categories and Ranking

Ivanti Neurons for ITSM
Ranking in Help Desk Software
11th
Ranking in IT Service Management (ITSM)
9th
Average Rating
8.4
Reviews Sentiment
6.7
Number of Reviews
16
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 1.7% compared to the previous year. The mindshare of JIRA Service Management is 10.9%, down from 12.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

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.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

Quotes from Members

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

Pros

"The solution is easy to use and has a user-friendly interface"
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"The solution's installation depends on its customization. It is easy."
"The integrations are quite simple and clear."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"Great to be able to create customized forms."
"Developing processes is easy and user-friendly."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"It helps with time management and team management of the new tasks."
"Its integration is most valuable. It is pretty open for integration."
"JSM's best feature is the integration with other Jira products."
"It makes the IT department more transparent and helps the employees."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
 

Cons

"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."
"They could provide product integration with popular platforms."
"Configuration requirements are extensive, even in basic Service Desk processes."
"We'd like more integration with solutions like SolarWinds."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"The patching for non-Windows OSes such as Linux is poor."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"We faced challenges with integration for different frameworks like TestComplete."
"The support we received was not fully provided at that time."
"​SaaS version for large organizations (more than 2000 users) is not available."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
 

Pricing and Cost Advice

"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."
"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."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"The cost has recently increased. It might be around $20 to $25 per user license."
"I price of JIRA Service Management is reasonable."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"The pricing is free for us because we are an associate partner for the product."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
837,501 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Government
15%
Computer Software Company
13%
Financial Services Firm
9%
Manufacturing Company
9%
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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

HEAT Service Management
JIRA Service Desk
 

Overview

 

Sample Customers

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Ivanti Neurons for ITSM vs. JIRA Service Management and other solutions. Updated: February 2025.
837,501 professionals have used our research since 2012.