Try our new research platform with insights from 80,000+ expert users

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:
 

Customer Service

No sentiment score available
Ivanti Neurons for ITSM customer support is generally responsive, but some users experience delays and additional cost concerns.
Sentiment score
7.0
ManageEngine ServiceDesk Plus's support experiences vary, with mixed reviews on responsiveness, expertise, and availability, especially for non-premium users.
 

Room For Improvement

Sentiment score
4.9
Ivanti Neurons for ITSM needs better integration, simplified UI, improved patching, flexible user permissions, and enhanced support and documentation.
Sentiment score
4.6
Users seek better customization, integration, reporting, and user interface in ManageEngine ServiceDesk Plus, especially for asset and change management.
It would be beneficial to have an option to assign approvals to a user group or a variable.
 

Scalability Issues

Sentiment score
7.8
Ivanti Neurons for ITSM is highly scalable, supporting diverse user bases and integrating seamlessly with other Ivanti solutions.
Sentiment score
8.1
ManageEngine ServiceDesk Plus is scalable for enterprises but may face performance issues in larger deployments with over 5,000 users.
 

Setup Cost

No sentiment score available
Ivanti Neurons for ITSM's annual per-user costs can be high, challenging small businesses with additional licensing and service fees.
Sentiment score
7.7
ManageEngine ServiceDesk Plus offers cost-effective licensing options, appealing for budget-conscious enterprises, often cheaper than competitors like ServiceNow.
 

Stability Issues

Sentiment score
7.0
Ivanti Neurons for ITSM is deemed reliable, though some users report minor access and performance issues under specific conditions.
Sentiment score
8.3
ManageEngine ServiceDesk Plus is stable, reliable, and frequently updated, with only minor, promptly resolved issues reported by users.
We have not faced any stability issues or challenges with this tool.
 

Valuable Features

Sentiment score
8.6
Ivanti Neurons for ITSM offers customizable workflows, automation, and AI features, excelling in incident management and cost-effectiveness.
Sentiment score
7.8
ManageEngine ServiceDesk Plus provides scalable, user-friendly service management with ITIL integration, robust customizations, and efficient asset management at cost-effective pricing.
The automation capabilities are good, with the workflow being an integral part of it.
 

Categories and Ranking

Ivanti Neurons for ITSM
Ranking in Help Desk Software
13th
Ranking in IT Service Management (ITSM)
10th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
15
Ranking in other categories
No ranking in other categories
ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
64
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 1.8%, up from 1.3% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 8.1% 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.
CarlosPerez7 - PeerSpot reviewer
Easy to configure and affordable compared to other software options
I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
816,636 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Government
16%
Computer Software Company
13%
Financial Services Firm
10%
Healthcare Company
9%
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Manufacturing Company
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?
They could provide product integration with popular platforms like WhatsApp for customer communication and enhancing software asset management capabilities.
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?
I am not directly involved with the pricing and negotiations, but I am aware they are managed by the higher management of the company.
What needs improvement with ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow. It should also include more compatibility with different types of devices, especially conc...
 

Also Known As

HEAT Service Management
No data available
 

Learn More

Video not 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: November 2024.
816,636 professionals have used our research since 2012.