Best alternatives to Ivanti Neurons for ITSM in 2024

Ivanti ITSM, or Ivanti Neurons, has emerged as a popular platform with an array of IT functionalities to benefit organizations. These include case management, self-service options, knowledge management, incident handling, and workflow automation, all aimed at optimizing IT service management operations. 

ITSM, or IT service management, refers to the process-based practice of designing, delivering, managing, and improving IT services to meet an organization's needs effectively. It encompasses activities such as incident management, problem management, change management, service request management, and asset management, all of which aim to ensure that IT services align with business objectives and deliver value to users.

While Ivanti ITSM excels in remote assistance and seamless IT service delivery, its limitations can impede efficient service management. You're in the right place if your business is looking for alternatives to Ivanti Neurons. Here, we'll explore several leading Ivanti alternatives that offer robust features, modern interfaces, and innovative solutions to meet your organization's IT needs. From Freshservice to SolarWinds, ServiceNow to SysAid, and more, we'll dive into each alternative's key strengths, functionalities, and benefits and guide you in choosing the right ITSM platform for your organization's success.

What is Ivanti Neurons ITSM?

Ivanti Neurons for IT Service Management (ITSM) is a platform that combines advanced automation, artificial intelligence (AI), machine learning (ML), and contextual knowledge to create a proactive and intelligent IT service management environment. By leveraging cutting-edge technology and intelligent automation capabilities, Ivanti Neurons for ITSM aims to streamline IT processes, enhance user experiences, and improve overall IT efficiency.

One of the key features of Ivanti Neurons for ITSM is its automation engine, which automates routine IT tasks, such as incident resolution, request fulfillment, asset management, and change management. This automation not only speeds up IT operations but also reduces manual errors and frees up IT teams to focus on more strategic initiatives. The platform also uses AI and ML algorithms to analyze historical data, detect patterns, and predict potential IT issues before they occur. This proactive approach helps prevent service disruptions, minimize downtime, and ensure a smoother IT environment for end users. Ivanti Neurons for ITSM also provides contextual knowledge and insights to your IT teams, allowing them to make informed decisions and prioritize tasks based on business impact.

Why choose Ivanti Neurons?

Ivanti Neurons for ITSM can offer your organization several compelling reasons for its self-service capabilities. First, the platform offers a user-friendly and intuitive self-service portal that enables your end users to easily submit service requests, report incidents, and access knowledge articles without relying on IT support. This empowers your users to resolve common issues independently, reducing the workload on your IT teams and improving overall efficiency.

Ivanti Neurons for ITSM also leverages AI and automation to provide intelligent self-service options. Through features like AI agents and chatbots, the platform can automate responses to common queries, guide users through troubleshooting steps, and even proactively address potential issues before they escalate. This not only enhances the user experience by providing immediate assistance but also accelerates problem resolution and reduces downtime.

The self-service capabilities of Ivanti Neurons for ITSM extend beyond basic service requests to encompass tasks such as software provisioning, password resets, and device configurations. This comprehensive self-service functionality empowers your users to perform a wide range of IT-related activities on their own, leading to increased user satisfaction, faster resolution times, and a more efficient IT service delivery model. Overall, organizations choose Ivanti Neurons for ITSM for its robust and intelligent self-service capabilities that drive user empowerment, productivity, and IT operational excellence.

Management tools 

Effective device management and configuration management features are pivotal for maintaining service continuity and compliance in modern IT environments. An optimal ITSM solution oversees all hardware devices from deployment to disposal, ensuring they are secure, fully functional, and optimized. Configuration management tracks the relationships and details of configuration items, aiding in efficient change management and problem resolution. Together, these features ensure reliable IT services and empower IT teams to manage complex infrastructures. 

IT operations automation

Ivanti Neurons for ITSM offers a powerful automation engine that can streamline and automate a wide range of IT processes, from incident management and request fulfillment to change management and asset discovery. This automation not only speeds up IT operations but also reduces manual errors and frees up your IT teams to focus on more strategic initiatives.

Ivanti Neurons for ITSM also leverages advanced technologies such as artificial intelligence (AI) and machine learning (ML) to enable intelligent automation. The platform can analyze historical data, detect patterns, and predict potential IT issues before they occur, allowing proactive resolution and prevention of service disruptions. This proactive approach helps minimize downtime, improve service reliability, and enhance overall IT performance.

Furthermore, Ivanti Neurons for ITSM integrates seamlessly with other IT systems and tools, enabling end-to-end automation across your IT environment. Whether it's automating routine tasks, orchestrating complex workflows, or implementing self-healing capabilities, the platform provides a flexible and scalable automation framework that adapts to evolving business needs. This comprehensive automation capability enables organizations to drive operational efficiency, reduce costs, and deliver superior IT services that align with business objectives. Overall, organizations choose Ivanti Neurons for ITSM for its robust and intelligent automation capabilities that transform IT service delivery and drive digital transformation initiatives.

Why would businesses want alternatives to Ivanti Neurons?

Instability

One significant downside of Ivanti ITSM is occasional unexpected halts in internal processes, particularly services, without prior indication or alerts. This lack of clear notifications may result in delays in resolving critical issues, potentially affecting the efficiency of IT service management. This can result in financial losses and reputational damage for your organization, especially if critical services or customer-facing systems are affected.

Complicated set up

Setting up and configuring Ivanti ITSM requires significant resources in terms of time, personnel, and potential expenses for consultancy services. This can strain IT budgets and may not be feasible for organizations with limited resources or tight timelines.

A complicated setup process can prolong the time it takes to deploy the ITSM solution fully. This delay can impact your organization's ability to start realizing the benefits of ITSM, such as improved service delivery, enhanced productivity, and better IT operations management. 

Unreliable search features

Some users of Ivanti Neurons have reported that the search feature consistently fails to perform properly. It is unclear whether there's an issue with the underlying code, but the functionality often won’t align with user expectations. This drawback requires resorting to manual processes to search through numerous pages of tickets, leading to inefficiency and an increased burden on your users as they try to locate specific information.

10 best Ivanti Neurons ITSM alternatives for your business in 2024

1. Freshservice

Freshservice is Freshworks's cloud-native service management solution designed to deliver modern employee experiences and unified service management, empowering businesses with efficiency, fast time-to-value, improved employee satisfaction, and productivity. It offers an out-of-the-box, consumer-grade experience that enables employees to work anywhere, anytime, leveraging AI for contextual and intelligent experiences, enterprise-scale integrations, and workflows through an open platform and marketplace with connectors and APIs for customization. Enterprises utilizing Freshservice can achieve higher ROI, efficiency, and effectiveness.

Key features

• Automated ticket routing

• Ticket prioritization and notifications

• Knowledge base

• Time tracking

• Dashboards

• Mobile app

• Self-service capabilities

• Multi-channel access

• Reports and analytics

• Help desk and incident reports

Pros

• Good integration between ticketing and asset management

• Ease of use

• Granular performance analytics

• Robust customization capabilities

• Affordable compared to some competitors

Cons

• Learning curve for new users

• Some users have reported limited features

Price

• $19 per user per month

2. Zendesk IT

Zendesk's cloud-based customer service platform can be adapted for internal use, creating a comprehensive IT help desk solution. This translates to streamlined ticketing systems, easy-to-access knowledge bases for employees, and even self-service options that empower them to find solutions on their own. Zendesk essentially acts as a communication hub between IT staff and employees, fostering clear documentation and efficient troubleshooting through features like live chat. By automating tasks and workflows, Zendesk frees up IT professionals to tackle more complex issues, ultimately boosting overall efficiency.

Key features

• Ticketing System: This core functionality allows employees to submit IT issue reports electronically. The system tracks tickets, facilitates progress updates, and provides a centralized record of all IT requests.

• Knowledge Base Creation: IT staff can create a searchable knowledge base within Zendesk. This empowers employees to find solutions to common issues on their own, reducing the burden on IT support and improving overall efficiency.

• Self-Service Options: Zendesk allows for the creation of self-service options within the platform. This could involve providing knowledge base articles, FAQs, or even basic troubleshooting guides that employees can access to resolve minor issues independently.

• Live Chat: Real-time chat functionality allows for more efficient communication between IT staff and employees. This can be particularly helpful for quick troubleshooting or offering immediate support for urgent issues.

• Automated Workflows: Zendesk enables automation of repetitive tasks and workflows. For instance, tickets can be automatically routed to the appropriate IT staff member based on the issue type, or automated responses can be sent for frequently encountered problems.

• Reporting and Analytics: Zendesk provides valuable reporting and analytics tools. IT departments can gain insights into common trouble tickets, track resolution times, and identify areas for improvement within their IT support processes.

Pros

• Ease of use

• Solid customer support

• Robust scripting capabilities

• Effective remote access and patch management

Cons

• Missing features

• Integration issues

• Reporting issues

• Device limitations

Price

• Customized pricing; quote available upon request

3. SolarWinds

Formerly known as Samanage Service Platform, SolarWinds Service Desk is a cloud-based service desk and IT asset management solution, recognized for its excellence with numerous awards and accolades. Utilizing ITSM best practices, it combines automation, AI, and ML to optimize IT support services and empower employee self-service, making it an accessible and scalable ITSM solution for businesses of all sizes as they grow and adapt their technology infrastructure.

Key features

• Automated ticket routing

• Knowledge base/ticket integration

• Time tracking

• Surveys

• Mobile app

• Self-service and multi-channel access

• Reports and analytics

• Help desk and incident reports

Pros

• Strong customer support

• Detailed ticketing system

• Robust set of features

Cons

• Less intuitive dashboards

• Expensive compared to some competitors

• Steep learning curve

• Customization limitations

Price

• $39 per user per month

4. ServiceNow

ServiceNow ITSM is a cutting-edge management platform designed to revolutionize how organizations deliver and manage IT services. With its comprehensive suite of tools and functionalities, ServiceNow ITSM empowers businesses to streamline service delivery, automate workflows, improve collaboration, and enhance customer satisfaction. It combines powerful features such as incident management, problem management, change management, service request management, and asset management into a unified and intuitive platform, making it a top choice for modern enterprises looking to optimize their IT operations and drive digital transformation.

Key features

• Automated ticket routing, prioritization and notifications

• Dashboards

• Time Tracking

• Mobile app

• Self-service capabilities

• Constant monitoring and timely alerts

Pros

• Robust ticketing features

• Strong implementation capabilities with other software

• Solid customer support

Cons

• Expensive compared to some competitors

• Steep learning curve

• Implementation and customization issues

Price

• Customized pricing; quote available upon request

5. 4me

4me transcends the limitations of traditional IT service management (ITSM) solutions. This comprehensive platform incorporates functionalities from both Enterprise Service Management (ESM) and Supplier Relationship Management (SIAM), creating a unified hub for managing all service requests. Internal employee inquiries, alongside those from external clients and vendors, can be streamlined within a single, secure platform. 4me fosters seamless collaboration across departments and external service providers. Their secure data segregation ensures confidentiality while promoting transparency throughout the service delivery process.

Key features

• Unified Service Management: Unlike traditional ITSM tools, 4me integrates functionalities from Enterprise Service Management (ESM) and Supplier Relationship Management (SIAM). This allows IT departments to manage all service requests in one place, regardless of whether they come from internal employees, external clients, or even vendors.

• Secure Collaboration: 4me fosters collaboration across departments (IT, HR, Facilities) and with external service providers. Data segregation ensures users only see relevant information, maintaining confidentiality while still promoting seamless collaboration through a secure platform.

• Self-Service Portal: 4me prioritizes customer experience by offering a user-friendly self-service portal. This empowers both internal and external users to submit service requests, track their progress, and potentially find solutions through a knowledge base housed within the platform.

• Automated Workflows: 4me helps streamline processes through automation of repetitive tasks and workflows. This could involve automatically routing service requests to the appropriate personnel based on the issue type or sending automated responses for frequently encountered problems.

• SLA Tracking and Cost Optimization: 4me keeps track of service level agreements (SLAs), ensuring service delivery meets established benchmarks. Automated target calculation and cost-control features help optimize efficiency and keep IT operations running smoothly.

• Proactive Notifications: 4me keeps everyone informed by sending proactive notifications. This ensures timely updates on service requests, potential issues, or upcoming deadlines, fostering a sense of transparency and accountability.

• Reporting and Analytics: 4me provides valuable reporting and analytics tools. IT departments can gain insights into service request trends, identify areas for improvement, and track key performance indicators (KPIs) to measure the effectiveness of their service delivery processes.

Pros

• Strong customer support

• Robust app and browser extensions

• Onboarding/offboarding workflows

Cons

• Learning Curve: 4me offers a comprehensive set of features, which can lead to a steeper learning curve for new users compared to simpler ITSM tools. This might require additional training or onboarding resources for your team.

• Limited Customization: While 4me offers functionalities across ITSM, ESM, and SIAM, some users report that customization options are more limited compared to certain specialized ITSM tools. If extensive customization is crucial for your specific needs, 4me might not be the most adaptable solution.

• Integration Challenges: While 4me offers integrations with some popular tools, some users report encountering difficulties integrating 4me with specific software they use. It's important to research compatibility beforehand and consider potential workarounds if necessary.

• Limited Reporting Features: While 4me offers reporting functionalities, some users report that the out-of-the-box reports may be limited. For more in-depth data analysis or customized reports, additional configuration or third-party tools might be required.

Price

• Customized pricing; quote available upon request

6. SysAid

SysAid offers a comprehensive platform infused with generative AI across service management components, packaged in an intuitive, conversational user interface. It empowers organizations to effortlessly deliver exceptional service, delighting employees with a reliable, easily accessible, and highly convenient service experience. SysAid also liberates administrators to concentrate on strategic tasks, unlocking the true potential of organizations.

Key features

• Automated ticket routing

• Knowledge base/ticket integration

• Mobile app

• Self-service and multi-channel access

• Reports and analytics

• Help desk and incident reports

Pros

• User-friendly interface

• Robust remote access capabilities

• Solid customization potential

Cons

• Steep learning curve

• Long helpdesk waits

• Integration limitations with other software

Price

• Customized pricing; quote available upon request

7. ManageEngine  

ManageEngine is a software company specializing in IT management solutions. They offer a comprehensive suite of tools designed to streamline various aspects of an organization's IT infrastructure. This includes managing IT services (think incident resolution, problem identification, and change management) through popular products like ServiceDesk Plus and Endpoint Central. ManageEngine also tackles IT security with vulnerability management, endpoint protection, and access control solutions. Additionally, they offer network management tools for monitoring, optimizing bandwidth usage, and maintaining network configurations. Known for their feature-rich offerings at competitive prices, ManageEngine provides both cloud-based and on-premise solutions, catering to the diverse needs of businesses of all sizes.

Key features

• Customization

• User, role, and access management

• Endpoint security

• Ticket creation and response user experience

• SLA management

• Customer portal

Pros

• Affordable compared to some competitors

• Easy implementation

• Intuitive interface

Cons

• Better for larger teams

• Features limited by pricing plans

• Limited integration with other software

Price

• $14 per user per month

8. Jira Service Management

Jira Service Management is an integrated platform designed to streamline and enhance IT service delivery and support processes. It empowers teams to collaborate effectively, automate routine tasks, and prioritize service requests based on business impact. With features like incident management, problem management, change management, and service request management, Jira Service Management enables organizations to resolve issues faster, improve service levels, and enhance overall IT operations. Its intuitive interface, customizable workflows, and robust reporting capabilities make it a versatile solution for managing IT services and ensuring a seamless experience for both internal and external stakeholders.

Key features

• Automated ticket routing

• Knowledge base/ticket integration

• Mobile app

• Self-service and multi-channel access

• Reports and analytics

• Help desk and incident reports

<h3>Pros

• Ease of use

• Extensive ticketing features

• Robust project management capabilities

Cons

• Complex implementation

• Non-customizable reports

• Limited mobile functionality

• Cobbled solution

• Poor support

Price

• $17.65 per agent per month (Standard)

• $44.27 per agent per month (Premium)

9. BMC

BMC Helix ITSM is a comprehensive and scalable platform that empowers organizations to deliver high-quality IT services efficiently. It offers a range of features including incident management, problem management, change management, service request management, and asset management, all integrated into a single solution. BMC Helix ITSM leverages automation, AI, and machine learning capabilities to streamline IT processes, enhance productivity, and improve service levels. It also provides self-service options for end users, customizable workflows for IT teams, and robust analytics for data-driven decision-making. Overall, BMC Helix ITSM is designed to optimize IT service delivery, reduce costs, and drive business value.

Key features

• Automated ticketing

• Time tracking

• Asset management

• Reports and analytics

• Process workflow

• Mobile and multi-channel access

Pros

• Strong customer support

• Ease of use

• Ease of integration with other software

Cons

• Expensive compared to some competitors

• Performance lagging

• Limited customization

Price

Customized pricing; quote available upon request

10. ServiceTeam 

The ServiceTeam ITSM Power App offers modern and affordable ITSM solutions for both Microsoft Customers and MSPs. Built within the Microsoft ecosystem, ServiceTeam ITSM aligns with ITIL standards and leverages the Power Platform, Dynamics 365, Microsoft 365, Azure, Power BI, and Teams to optimize investments in Microsoft technologies. This results in a highly secure, scalable, and flexible ITSM solution. ServiceTeam ITSM includes two editions, Professional and Enterprise, along with an optional ServiceTeam ITAM add-on.

Key features

• Dashboards and reports

• Workflows and automation streams

• Codeless configuration

• Incident management and request fulfillment

• SLAs and ticket service metrics

Pros

• Extensive Microsoft integrations

• Robust customization capabilities

• Ease of implementation and use

Cons

• Expensive compared to some competitors

• Limited knowledge base and documentation

• Performance lagging

Price

$45 per user per month

How to choose the right ITSM software for your business

When selecting an ITSM solution for your business, consider several factors to ensure it aligns with your organization's needs and goals. First, assess the specific ITSM capabilities required, such as incident management, problem management, change management, service request management, and asset management. Determine if the ITSM solution offers customization options to tailor workflows and processes to your unique business requirements. Also, the scalability of the ITSM platform should be considered to accommodate future growth and expansion, as well as its integration capabilities with existing IT systems and tools to ensure seamless connectivity and data sharing.

Second, evaluate the user experience and interface of the ITSM solution to ensure it is intuitive, user-friendly, and accessible for both IT teams and end users. Look for features like self-service portals, knowledge bases, and mobile-friendly interfaces to enhance productivity and user satisfaction. Consider the level of automation and AI-driven capabilities offered by the ITSM solution to streamline IT processes, improve efficiency, and enable proactive problem resolution. Finally, assess factors such as vendor reputation, customer support, security features, compliance with industry standards, and total cost of ownership (TCO) to make an informed decision and choose an ITSM solution that best suits your business needs and objectives.

Take your ITSM to the next level with Freshservice today!

Elevating your ITSM to the next level is made easy with Freshservice. This modern and comprehensive ITSM platform offers a range of advanced features and capabilities designed to enhance efficiency, improve service delivery, and boost user satisfaction. Freshservice empowers IT teams to deliver exceptional support through a user-friendly interface that streamlines IT operations.

But what truly sets Freshservice apart is its industry-leading omnichannel integration. Freshservice seamlessly connects various communication channels – email, phone calls, chatbots, social media – into a unified platform. This allows your IT team to see all user interactions, regardless of channel, in one place. Imagine a technician resolving an incident reported through a chat window while referencing previous email exchanges or social media posts about the same issue.This streamlined approach eliminates the need for users to repeat information and ensures context is preserved across every touchpoint. The result? Faster resolutions, happier users, and a more efficient IT team.

In addition to omnichannel integration, Freshservice provides modules for incident management, problem management,change management, service request management, and asset management. This ensures comprehensive and integrated solutions for your business, all within a single, user-friendly platform.

Freshservice goes beyond traditional ITSM with automation and AI smarts. It automates routine tasks, freeing your IT team for complex issues, and accelerates resolutions with features like intelligent routing. But Freshservice does more. Its built-in AI, Freddy, proactively identifies and resolves problems before they hit users. Imagine Freddy analyzing tickets and logs to detect potential issues, triggering alerts or suggesting solutions – all to prevent disruptions.

Freddy AI also empowers users with self-service options like AI agents and chatbots that answer questions,troubleshoot issues, and deflect tickets, reducing the burden on IT and improving overall productivity. Robust reporting and analytics provide actionable insights to continuously improve your ITSM processes, ensuring your IT services deliver superior value. Freshservice empowers you to transform your ITSM, creating a smoother experience for everyone. Overall, Freshservice empowers businesses to take their ITSM capabilities to new heights and deliver superior IT services to their stakeholders.