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Ivanti Neurons for ITSM vs ManageEngine ServiceDesk Plus 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
ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
67
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 2.2%, up from 1.4% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 7.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

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.
Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.

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."
"The integrations are quite simple and clear."
"It is easy to set up."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"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."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"The ticketing function is very straightforward and easy to use."
"We have not faced any stability issues or challenges with this tool."
"The most valuable feature is the ticketing system which is working well."
"It's stable."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"I rate the solution a ten out of ten for scalability."
"ManageEngine provides additional modules that we can integrate in the future."
"Overall this is an easy and convenient solution to use."
 

Cons

"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."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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 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."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"They could improve the screens."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable."
 

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."
"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 licensing is around $10,000 per year."
"It is cheaper than its competitors."
"We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
"Cost-wise, we're quite happy."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
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Top Industries

By visitors reading reviews
Government
14%
Computer Software Company
13%
Financial Services Firm
10%
Manufacturing Company
8%
Educational Organization
58%
Computer Software Company
9%
Financial Services Firm
5%
Government
3%
 

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.
What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area. For instance, when assigning a ticket to a person or ...
 

Also Known As

HEAT Service Management
No data available
 

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
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about Ivanti Neurons for ITSM vs. ManageEngine ServiceDesk Plus and other solutions. Updated: April 2025.
848,576 professionals have used our research since 2012.