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 integrations are quite simple and clear."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"It is easy to set up."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"This is an excellent alternative to ServiceNow for smaller companies."
"The solution is easy to use and has a user-friendly interface"
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The most valuable feature is its ease of use."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"Overall this is an easy and convenient solution to use."
"The product scales up effortlessly and you can easily add users."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"The user interface must be made simpler and more effective."
"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."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Support needs improvement in terms of responsiveness and timeliness."
"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."
"The patching for non-Windows OSes such as Linux is poor."
"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."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"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."
"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."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"There's no native integrations between the systems."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
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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