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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
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'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."
"The integrations are quite simple and clear."
"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."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"Using JIRA simplifies tracking issues and updates."
"Provides excellent management features."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"Useful for tracking issues with development."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"Using JIRA simplifies tracking issues and updates."
"Auditing team uses this solution to track audit findings and follow-up."
"The most valuable feature of this solution is that it is user-friendly."
 

Cons

"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 user interface must be made simpler and more effective."
"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."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"There's a lack of integration with other products. This needs to be improved."
"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."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The performance in cloud service management could be improved."
"JSM's ability to handle large volumes of emails isn't great."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"The solution should be more formalized. It could be more user-friendly."
"The interface could always be updated and improved."
"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."
"The documentation needs improving, it's difficult to find specific procedures."
 

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 product is affordable for small businesses."
"The price is on the higher side. The support is included in the standard licensing fees."
"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."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"The price of JIRA Service Management could be reduced."
"It is a cheaply priced product."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"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 an annual license with JIRA Service Management, but it is billed monthly."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"Licensing can become quite expensive."
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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.