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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
10th
Ranking in IT Service Management (ITSM)
8th
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 April 2025, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.3%, up from 1.7% compared to the previous year. The mindshare of JIRA Service Management is 10.2%, down from 12.2% 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's installation depends on its customization. It is easy."
"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."
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"The solution is easy to use and has a user-friendly interface"
"This is an excellent alternative to ServiceNow for smaller companies."
"The most valuable feature of this solution is that it is user-friendly."
"It scales well."
"The customer portal with connection with our knowledge base has been most valuable."
"Its integration is most valuable. It is pretty open for integration."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"This solution has helped us a great deal in project management tracking and forecasting."
 

Cons

"The user interface must be made simpler and more effective."
"They could provide product integration with popular platforms."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"Cost has prohibited us from switching entirely to this solution."
"It is difficult to navigate if you don't have any prior knowledge."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
 

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."
"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."
"The product is affordable for small businesses."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"We need a license because we have a higher number than the free part."
"It is a cheaply priced product."
"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"I price of JIRA Service Management is reasonable."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
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Top Industries

By visitors reading reviews
Government
14%
Computer Software Company
14%
Financial Services Firm
10%
Retailer
8%
Computer Software Company
19%
Financial Services Firm
10%
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?
There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.
 

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.
845,040 professionals have used our research since 2012.