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Ivanti Neurons for ITSM vs ManageEngine ServiceDesk Plus comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

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
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
Number of Reviews
63
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
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.
CarlosPerez7 - PeerSpot reviewer
Mar 15, 2023
Easy to configure and affordable compared to other software options
In my experience, I have implemented it at four different companies including Banyan Health Systems, Jessie Trice Health Systems, Harvard Maintenance, and another service-based company. I primarily use it to maintain different health systems One of the most valuable features of Service Desk Plus…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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."
"The solution is easy to use and has a user-friendly interface"
"It is easy to set up."
"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."
"The solution's installation depends on its customization. It is easy."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The most valuable feature is its ease of use."
"It's very easy to customize the tool to your business needs."
"It's stable."
"Overall this is an easy and convenient solution to use."
"I like the catalog features and workflow. I also like the knowledge space."
"I am enjoying the report features, they are quite good."
"The management of this application is good."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
 

Cons

"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Support needs improvement in terms of responsiveness and timeliness."
"They could provide product integration with popular platforms."
"We'd like more integration with solutions like SolarWinds."
"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."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"The self-service feature for end users and the knowledge base need to be improved."
"The UI for the app needs improvement."
"The solution does not have an automated approach to integration with other ManageEngine products."
"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."
"They could improve the screens."
"There's no native integrations between the systems."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
 

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."
"The price is on the higher side. The support is included in the standard licensing fees."
"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 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."
"The price is much better than other products so pricing is rated an eight out of ten."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"Cost-wise, we're quite happy."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"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."
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Top Industries

By visitors reading reviews
Government
15%
Computer Software Company
12%
Healthcare Company
10%
Financial Services Firm
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

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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: October 2024.
814,649 professionals have used our research since 2012.