Ivanti Neurons for ITSM vs JIRA Service Management comparison

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #9 with an average rating of 8.3, while Atlassian is ranked #2 with an average rating of 8.1. Ivanti holds a 2.1% mindshare in ISM, compared to Atlassian’s 10.9% mindshare. Additionally, 91% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

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537 Comparison Views

91% willing to recommend

JIRA Service Management

Read 86 JIRA Service Management reviews

4,637 Views
3,398 Comparison Views

93% willing to recommend

Ivanti Neurons for ITSM

JIRA Service Management

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

JIRA Service Management and Ivanti Neurons for ITSM compete in the IT Service Management category. JIRA Service Management appears to have the upper hand in terms of cost-effectiveness and customization options, while Ivanti Neurons is favored for its comprehensive feature set.

Features: JIRA Service Management offers flexibility in customization, web accessibility, and seamless integration capabilities. It supports effective issue management with functionalities like JIRA Bots, dashboards, and automated workflows. Ivanti Neurons excels in automation capabilities, comprehensive ticketing, and effective configuration and knowledge management, aiding ITSM operations considerably.

Room for Improvement: JIRA faces challenges with complex email integration, limited project management features, and a need for additional marketplace add-ons. Improving mobile integration and document storage is essential. Ivanti Neurons requires enhancements in user interface simplification, ERP tool integration, and making its services more affordable for small companies.

Ease of Deployment and Customer Service: JIRA Service Management offers versatile deployment options including Public Cloud, Private Cloud, and Hybrid Cloud, catering to different operational needs. Its customer service is typically effective, though technical support quality varies. Ivanti Neurons focuses mainly on On-premises and Hybrid Cloud deployment, with suggested improvements in integration simplicity and support responsiveness.

Pricing and ROI: JIRA Service Management is seen as cost-effective, with flexible licensing starting at $10 per user monthly, ensuring quick ROI through reduced operational disruptions. Ivanti Neurons’ pricing can be higher, especially for small businesses due to its subscription models and additional costs for extra users or features, though it remains affordable compared to its competitors.

To learn more, read our detailed Ivanti Neurons for ITSM vs. JIRA Service Management Report (Updated: February 2025).

Buyer's Guide

Ivanti Neurons for ITSM vs. JIRA Service Management

February 2025

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Helped 837,501 peers since 2012

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

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

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

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.

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Karim Yousef

GB, Development Practice - Technical Director at EJADA

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…

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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

"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."

"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."

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

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

"The solution's technical support is excellent. I rate the technical support a ten out of ten."

"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."

"The integrations are quite simple and clear."

More Ivanti Neurons for ITSM pros

"I think one of the most valuable things is that it's all integrated."

"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."

"Everyone knows how to use it, so there's no need to teach new members."

"Auditing team uses this solution to track audit findings and follow-up."

"The dashboards in Jira have been the most useful feature."

"The centralized feature allows us to track test cases and integrate with automation and bug fixing."

"Its integration is most valuable. It is pretty open for integration."

"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."

More JIRA Service Management pros

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."

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

"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."

"We'd like more integration with solutions like SolarWinds."

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

"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."

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

More Ivanti Neurons for ITSM cons

"In-built chat is missing in JIRA Service Management."

"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."

"Jira Service Management should be more user-friendly."

"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."

"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."

"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"

"Generally requires the purchase of additional plugins."

"Instability happens sometimes - although not frequently."

More JIRA Service Management cons

Pricing and Cost Advice

"The product is affordable for small businesses."

"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."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"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."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"We need a license because we have a higher number than the free part."

"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."

"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."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Government

15%

Computer Software Company

13%

Financial Services Firm

Manufacturing Company

Computer Software Company

19%

Financial Services Firm

Manufacturing Company

Government

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.

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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

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

I have not worked directly on the pricing.

See all answers

Comparisons

ServiceNow vs Ivanti Neurons for ITSM

Compared 36% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 12% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 10% of the time

NinjaOne vs Ivanti Neurons for ITSM

Compared 8% of the time

Zendesk vs Ivanti Neurons for ITSM

Compared 8% of the time

More Ivanti Neurons for ITSM Competitors

ServiceNow vs JIRA Service Management

Compared 17% of the time

ManageEngine ServiceDesk Plus vs JIRA Service Management

Compared 17% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 9% of the time

IBM Maximo vs JIRA Service Management

Compared 6% of the time

Freshdesk vs JIRA Service Management

Compared 6% of the time

More JIRA Service Management Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

February 2025

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Buyer's Guide

JIRA Service Management

February 2025

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Also Known As

HEAT Service Management

JIRA Service Desk

Overview

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.

Ivanti

JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

1. Accelerating the flow of work between IT teams, development teams, and business teams

2. Empowering teams to deliver their service more quickly

3. Bringing visibility to their work

Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

JIRA Service Management Features

JIRA Service Management has many valuable key features. Some of the most useful ones include:

Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

JIRA Service Management Benefits

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

The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.

Work is made visible through the open and collaborative JIRA platform.
Connect IT and development on a single platform to accelerate workflow.
Gain significant ROI with competitive pricing on useful features.
Benefit from faster time to value by implementing a full ITSM solution in just a few months.
Lower total cost of ownership without expensive ongoing maintenance and upgrades.
Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

Reviews from Real Users

JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

Atlassian

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

Buyer's Guide

Ivanti Neurons for ITSM vs. JIRA Service Management

February 2025

Free Report: Ivanti Neurons for ITSM vs. JIRA Service Management

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