We performed a comparison between Ivanti Neurons for ITSM and JIRA Service Management 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 relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"This is an excellent alternative to ServiceNow for smaller companies."
"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."
"It is easy to set up."
"The solution's installation depends on its customization. It is easy."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The most valuable features of this solution are Incident and Request Management."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"The dashboards are nicely laid out."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"The visibility features are great."
"Support needs improvement in terms of responsiveness and timeliness."
"Configuration requirements are extensive, even in basic Service Desk processes."
"There's a lack of integration with other products. This needs to be improved."
"We'd like more integration with solutions like SolarWinds."
"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 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."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The interface could always be updated and improved."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"The product could improve its asset management."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"I would like to see improvement in the ability to filter completed tasks."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Ivanti Neurons for ITSM is rated 8.2, while JIRA Service Management is rated 8.2. 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 JIRA Service Management writes "Customizable, stable, and integrates well". Ivanti Neurons for ITSM is most compared with ServiceNow, BMC Helix ITSM, Cherwell Service Management, ManageEngine ServiceDesk Plus and PagerDuty Operations Cloud, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Ivanti Neurons for ITSM vs. JIRA Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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