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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
11th
Ranking in IT Service Management (ITSM)
9th
Average Rating
8.2
Reviews Sentiment
6.7
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)
3rd
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
66
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of January 2025, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 1.9%, up from 1.4% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.6%, down from 8.0% 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

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"It is easy to set up."
"This is an excellent alternative to ServiceNow for smaller companies."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The solution is easy to use and has a user-friendly interface"
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The strength is its pricing. It is easy to use."
"This solution has provided a way to manage request tracking and resolution."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process."
 

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."
"Support needs improvement in terms of responsiveness and timeliness."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"The user interface must be made simpler and more effective."
"There's a lack of integration with other products. This needs to be improved."
"The patching for non-Windows OSes such as Linux is poor."
"There's no native integrations between the systems."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"The current MDM is very basic and should be expanded."
"Improvement is needed in the Software Assets Management functionality."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"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."
 

Pricing and Cost Advice

"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."
"The price is on the higher side. The support is included in the standard licensing fees."
"Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"Pricing can always be improved and made more affordable."
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"It is above average. But it is neither cheap nor expensive."
"As compared to a lot of systems out there, it is more affordable."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
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Top Industries

By visitors reading reviews
Government
15%
Computer Software Company
13%
Financial Services Firm
9%
Retailer
8%
Educational Organization
62%
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 needs improvement with ManageEngine ServiceDesk Plus?
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.
 

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: January 2025.
831,683 professionals have used our research since 2012.