Agiloft Service Desk Suite vs Ivanti Neurons for ITSM comparison

Cancel
You must select at least 2 products to compare!
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Agiloft Service Desk Suite and Ivanti Neurons for ITSM based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Our customer service and productivity have increased in quality and quantity since using this product."

More Agiloft Service Desk Suite Pros →

"This is an excellent alternative to ServiceNow for smaller companies.""The integrations are quite simple and clear.""The solution is easy to use and has a user-friendly interface""Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation.""The solution's installation depends on its customization. It is easy.""The solution's technical support is excellent. I rate the technical support a ten out of ten.""Primarily, I believe the focus lies on discovery, workflow configuration, and automation.""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."

More Ivanti Neurons for ITSM Pros →

Cons
"We have found the documentation a bit confusing at times. This area could use some improvement."

More Agiloft Service Desk Suite Cons →

"The user interface must be made simpler and more effective.""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.""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.""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.""Configuration requirements are extensive, even in basic Service Desk processes.""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."

More Ivanti Neurons for ITSM Cons →

Pricing and Cost Advice
  • "Agiloft has by far the best entry point for both cost and learning curve."
  • "After about six months, we started making a return on our investment at more than 300%."
  • More Agiloft Service Desk Suite Pricing and Cost Advice →

  • "If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
  • "I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."
  • "The product is affordable for small businesses."
  • "The price is on the higher side. The support is included in the standard licensing fees."
  • More Ivanti Neurons for ITSM Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    765,386 professionals have used our research since 2012.
    Questions from the Community
    Ask a question

    Earn 20 points

    Top Answer:I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.
    Top Answer:The price is on the higher side. The support is included in the standard licensing fees.
    Top Answer:For our region, there is room for improvement in price. So, maybe if Ivanti can bundle all the features together. Like, have one console instead of separate ones for different features. The customer… more »
    Ranking
    40th
    out of 59 in Help Desk Software
    Views
    110
    Comparisons
    95
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    13th
    out of 59 in Help Desk Software
    Views
    1,717
    Comparisons
    636
    Reviews
    6
    Average Words per Review
    565
    Rating
    8.3
    Comparisons
    Also Known As
    HEAT Service Management
    Learn More
    Ivanti
    Video Not Available
    Overview

    Top rated by analysts and users

    Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

    What we can do for you

    Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.

    Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

    Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.

    With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

    Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

    Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

    Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

    Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

    With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.


    “Agiloft is one of the most caring and responsive vendors that I have ever worked with”

    — Dave Ross, Cal Poly


    Get more information | Try it now | Request a demo


    What Makes Us Different

    • Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
    • Available both as a hosted cloud solution and as an in-house deployment.
    • Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
    • One affordable price that includes all features and functionality. No hidden fees, no surprises.

    Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

    Sample Customers
    EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
    AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
    Top Industries
    No Data Available
    REVIEWERS
    Computer Software Company29%
    Retailer29%
    Educational Organization14%
    Government14%
    VISITORS READING REVIEWS
    Government19%
    Healthcare Company10%
    Computer Software Company10%
    Manufacturing Company7%
    Company Size
    No Data Available
    REVIEWERS
    Small Business50%
    Midsize Enterprise14%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise13%
    Large Enterprise68%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Agiloft Service Desk Suite is ranked 40th in Help Desk Software while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. Agiloft Service Desk Suite is rated 9.6, while Ivanti Neurons for ITSM is rated 8.2. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". Agiloft Service Desk Suite is most compared with , whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and ManageEngine ServiceDesk Plus.

    See our list of best Help Desk Software 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.