We performed a comparison between Ivanti Neurons for ITSM and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"This is an excellent alternative to ServiceNow for smaller companies."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"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 integrations are quite simple and clear."
"The solution's installation depends on its customization. It is easy."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"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."
"The product scales up effortlessly and you can easily add users."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"The workflow automation is the most valuable feature of this solution."
"I am enjoying the report features, they are quite good."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"There's a lack of integration with other products. This needs to be improved."
"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."
"The user interface must be made simpler and more effective."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"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."
"The patching for non-Windows OSes such as Linux is poor."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"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."
"The self-service feature for end users and the knowledge base need to be improved."
"Offers very limited customizations."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"The UI for the app needs improvement."
"The interface is not the best. The user interface could be more intuitive."
"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."
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Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Ivanti Neurons for ITSM is rated 8.2, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and PagerDuty Operations Cloud, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and ConnectWise PSA. See our Ivanti Neurons for ITSM vs. ManageEngine ServiceDesk Plus report.
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