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."HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"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 technical support is excellent. I rate the technical support a ten out of ten."
"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 is easy to use and has a user-friendly interface"
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's installation depends on its customization. It is easy."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"It's very easy to customize the tool to your business needs."
"The GUI is very good."
"I like the catalog features and workflow. I also like the knowledge space."
"There's no problem with the software."
"The workflow automation is the most valuable feature of this solution."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The user interface must be made simpler and more effective."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"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."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"The patching for non-Windows OSes such as Linux is poor."
"We'd like more integration with solutions like SolarWinds."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"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."
"The timing reporting module, and how it's used is a bit difficult to understand."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"We'd like to have more integration into other platforms."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
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, Cherwell Service Management and PagerDuty Operations Cloud, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice and BMC Helix ITSM. See our Ivanti Neurons for ITSM vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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