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 IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The integrations are quite simple and clear."
"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 installation depends on its customization. It is easy."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"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."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"Allows customized processes for our service contracts."
"Auditing team uses this solution to track audit findings and follow-up."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"Great to be able to create customized forms."
"The simplicity is good for our clients. The price is good."
"The dashboards are nicely laid out."
"The automations will really help the company by delegating work the way your company operates."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Support needs improvement in terms of responsiveness and timeliness."
"The patching for non-Windows OSes such as Linux is poor."
"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."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"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."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"JIRA Service could benefit from improvements to its voice support."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
Ivanti Neurons for ITSM is ranked 10th in IT Service Management (ITSM) with 14 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) 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, ManageEngine ServiceDesk Plus, Cherwell Service Management and PagerDuty Operations Cloud, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Ivanti Neurons for ITSM vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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