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."Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's installation depends on its customization. It is easy."
"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."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"It is easy to set up."
"The integrations are quite simple and clear."
"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."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"Easily integrates with other tools."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"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."
"We'd like more integration with solutions like SolarWinds."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"The user interface must be made simpler and more effective."
"The patching for non-Windows OSes such as Linux is poor."
"The performance in cloud service management could be improved."
"The product could improve its asset management."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Integration could be improved."
"There is room for improvement in support."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 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 "Customizable, stable, and integrates well". Ivanti Neurons for ITSM is most compared with ServiceNow, BMC Helix ITSM, Cherwell Service Management, ManageEngine ServiceDesk Plus and PagerDuty Operations Cloud, 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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