Cherwell Service Management vs Ivanti Neurons for ITSM comparison

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Executive Summary

We performed a comparison between Cherwell Service Management 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).
765,234 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
"The most valuable features are problem management and change management.""The dashboard is very useful to get a quick overview of current tasks.""Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.""Clear processes with transparent responsibilities led to more efficiencies within the teams.""The dashboard and the reporting functionality are the solution's most valuable features.""All our activities are carried out in the one place."

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"The solution is easy to use and has a user-friendly interface""It is easy to set up.""The integrations are quite simple and clear.""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 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.""It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable.""HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

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Cons
"The stability, specifically in the on-premises deployment model, could be improved.""Application service mapping, GRC, SecOps, and things like that need improvement.""Access is only available if we're on VPN.""Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

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"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.""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.""There's a lack of integration with other products. This needs to be improved.""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.""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.""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."

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Pricing and Cost Advice
  • "For an ITIL user, the cost is probably about 50 bucks a month."
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  • "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 →

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    Questions from the Community
    Top Answer:All our activities are carried out in the one place.
    Top Answer:We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to… more »
    Top Answer:We use the solution for IT service management, it's the key process for recording incidents or problems, and change management. We are customers of Cherwell and I'm an enterprise architect.
    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
    18th
    out of 59 in Help Desk Software
    Views
    1,355
    Comparisons
    702
    Reviews
    1
    Average Words per Review
    477
    Rating
    9.0
    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
    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

    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
    Ausenco, Highlights for Children, B/E Aerospace
    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
    VISITORS READING REVIEWS
    Educational Organization52%
    Government11%
    Computer Software Company5%
    Retailer4%
    REVIEWERS
    Computer Software Company29%
    Retailer29%
    Educational Organization14%
    Government14%
    VISITORS READING REVIEWS
    Government19%
    Healthcare Company10%
    Computer Software Company10%
    Manufacturing Company7%
    Company Size
    VISITORS READING REVIEWS
    Small Business10%
    Midsize Enterprise57%
    Large Enterprise33%
    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.
    765,234 professionals have used our research since 2012.

    Cherwell Service Management is ranked 18th in Help Desk Software with 6 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. Cherwell Service Management is rated 7.2, while Ivanti Neurons for ITSM is rated 8.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". Cherwell Service Management is most compared with ServiceNow, JIRA Service Management and BMC Helix ITSM, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and PagerDuty Operations Cloud.

    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.