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 IT Service Management (ITSM) 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 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."
"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 integrations are quite simple and clear."
"The solution is easy to use and has a user-friendly interface"
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"I think one of the most valuable things is that it's all integrated."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"We get software developed faster."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The flow of the reports is good."
"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."
"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."
"The user interface must be made simpler and more effective."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"In-built chat is missing in JIRA Service Management."
"The deployment can be a bit complex, especially for those who are not technical."
"I don't think the program is very scalable."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"Cost has prohibited us from switching entirely to this solution."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
Ivanti Neurons for ITSM is ranked 10th in IT Service Management (ITSM) with 14 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) 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, ManageEngine ServiceDesk Plus, Cherwell Service Management and PagerDuty Operations Cloud, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Ivanti Neurons for ITSM vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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