We performed a comparison between Cherwell Service Management and Ivanti Neurons for ITSM 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."Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard is very useful to get a quick overview of current tasks."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"It is easy to set up."
"The integrations are quite simple and clear."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"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."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"The solution's installation depends on its customization. It is easy."
"The stability, specifically in the on-premises deployment model, could be improved."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"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."
"Configuration requirements are extensive, even in basic Service Desk processes."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"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."
Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. Cherwell Service Management is rated 7.2, while Ivanti Neurons for ITSM is rated 8.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". Cherwell Service Management is most compared with ServiceNow, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and OpenText Service Management Automation X (SMAX). See our Cherwell Service Management vs. Ivanti Neurons for ITSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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