We performed a comparison between Ivanti Neurons for ITSM, Serviceaide ChangeGear , and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"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 easy to set up."
"The solution's installation depends on its customization. It is easy."
"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 integrations are quite simple and clear."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"Everything about the schema, including the design of ServiceNow, is great."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"It can scale well if you are managing IT assets."
"We have found change management and CMDB to be very useful."
"Makes ticket information easy to access."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"There are many expansions available."
"There's a lack of integration with other products. This needs to be improved."
"Support needs improvement in terms of responsiveness and timeliness."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"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."
"The patching for non-Windows OSes such as Linux is poor."
"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."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"When it comes to changing some of the features, I would like a little more leeway."
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