Ivanti Neurons for ITSM vs JIRA Service Management comparison

Ivanti Neurons for ITSM vs. JIRA Service Management

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Categories and Ranking

Ivanti Neurons for ITSM

Ranking in Help Desk Software

13th

Ranking in IT Service Management (ITSM)

10th

Average Rating

8.2

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

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.0%, up from 1.6% compared to the previous year. The mindshare of JIRA Service Management is 11.4%, down from 12.0% 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

Jul 14, 2023

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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Shambuling-Doni

Sr Manager IT at L&T Technology Services

Nov 22, 2023

Easy to use, offers good stability and visibility for operational efficiency

We use Jira Service Management (JSM) to manage tickets. It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing. The interface is good and…

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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

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

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

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

"It is easy to set up."

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

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

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

More Ivanti Neurons for ITSM pros

"The initial setup is straightforward."

"The dashboards are nicely laid out."

"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."

"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."

"Great to be able to create customized forms."

"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."

"JIRA Service Management is a very user-friendly solution."

"The automations will really help the company by delegating work the way your company operates."

More JIRA Service Management pros

Cons

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

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

"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."

"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."

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

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

"Configuration requirements are extensive, even in basic Service Desk processes."

"They could provide product integration with popular platforms."

More Ivanti Neurons for ITSM cons

"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."

"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."

"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."

"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."

"I don't think the program is very scalable."

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

"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."

"The deployment can be a bit complex, especially for those who are not technical."

More JIRA Service Management cons

Pricing and Cost Advice

"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."

"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."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"The price of the solution is becoming expensive and it should be reduced."

"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."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"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."

"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."

"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."

"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."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Government

15%

Computer Software Company

12%

Healthcare Company

10%

Financial Services Firm

Computer Software Company

19%

Financial Services Firm

10%

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.

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.

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

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

The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.

ServiceNow vs Ivanti Neurons for ITSM

Comparisons

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ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 12% of the time

PagerDuty Operations Cloud vs Ivanti Neurons for ITSM

Compared 9% of the time

Zendesk vs Ivanti Neurons for ITSM

Compared 9% of the time

More Ivanti Neurons for ITSM Competitors

ManageEngine ServiceDesk Plus vs JIRA Service Management

Compared 17% of the time

ServiceNow vs JIRA Service Management

Compared 17% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 8% of the time

Freshdesk vs JIRA Service Management

Compared 7% of the time

IBM Maximo vs JIRA Service Management

Compared 6% of the time

More JIRA Service Management Competitors

Product Reports

Ivanti Neurons for ITSM

Download Ivanti Neurons for ITSM product report

JIRA Service Management

Download JIRA Service Management product report

Also Known As

HEAT Service Management

JIRA Service Desk

Learn More

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Ivanti

Atlassian

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.

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.”

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

Ivanti Neurons for ITSM vs. JIRA Service Management