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 Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"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."
"It is easy to set up."
"The solution is easy to use and has a user-friendly interface"
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's installation depends on its customization. It is easy."
"The most valuable feature of this solution is that it is user-friendly."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"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."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"It's easy to set up the solution."
"A good organizational tool."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"This is a flexible tool for logging and tracking issues efficiently."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"The patching for non-Windows OSes such as Linux is poor."
"We'd like more integration with solutions like SolarWinds."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"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."
"There's a lack of integration with other products. This needs to be improved."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"In-built chat is missing in JIRA Service Management."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"Lacks an interface where the customer can report issues."
"JIRA Service could benefit from improvements to its voice support."
"I would like to see improvement in the ability to filter completed tasks."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 8 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 36 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 "It lets you configure workflows and manage requests; it has a dashboard for monitoring". Ivanti Neurons for ITSM is most compared with ServiceNow, BMC Helix ITSM, Cherwell Service Management, PagerDuty Operations Cloud and ManageEngine ServiceDesk Plus, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Ivanti Neurons for ITSM vs. JIRA Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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