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 solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"This is an excellent alternative to ServiceNow for smaller companies."
"It is easy to set up."
"The solution is easy to use and has a user-friendly interface"
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"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 links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The automations will really help the company by delegating work the way your company operates."
"The customer portal with connection with our knowledge base has been most valuable."
"The customer portal allows users to register tickets themselves."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"There's a lack of integration with other products. This needs to be improved."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"We'd like more integration with solutions like SolarWinds."
"The patching for non-Windows OSes such as Linux is poor."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"The product could improve its asset management."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"The performance in cloud service management could be improved."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"JSM's ability to handle large volumes of emails isn't great."
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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