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."This is an excellent alternative to ServiceNow for smaller companies."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"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."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The solution's installation depends on its customization. It is easy."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"There are a lot of great templates that you can take advantage of."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"The workflow automation is the most valuable feature of this solution."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"I like the catalog features and workflow. I also like the knowledge space."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"It ensures the tracking of all costs for end-user issues."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Support needs improvement in terms of responsiveness and timeliness."
"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."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The user interface must be made simpler and more effective."
"We'd like more integration with solutions like SolarWinds."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"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."
"Improvement is needed in the Software Assets Management functionality."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"Offers very limited customizations."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"I would like to improve the task management module and analytics."
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, OpenText Service Management Automation X (SMAX) and PagerDuty Operations Cloud, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and ConnectWise PSA. 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.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.