Aranda Service Management vs. Ivanti

Brenda Gratas July 11, 2022
- 14 min read

Selecting the right IT Service Management (ITSM) solution for your organization is a critical decision that can have a significant impact on your operational efficiency and service delivery. When faced with the choice between prominent contenders like Aranda Service Management vs. Ivanti Neurons, it's essential to thoroughly evaluate their features, capabilities, and suitability for your unique requirements. However, what if there's an alternative that surpasses both options?

In this blog post, we’ll conduct a comprehensive comparison of Aranda Service Management and Ivanti Neurons for ITSM, delving into their core features, strengths, and weaknesses. We’ll also introduce an alternative solution that stands out amidst this competition – InvGate Service Desk. This service desk software offers streamlined functionalities and places a strong emphasis on digital transformation, presenting organizations with a distinctive opportunity to elevate their IT operations to new heights.

Join us on this ITSM tools comparison and discover the perfect fit for your organization.

Most looked-at features by buyers

When assessing IT Service Management options, potential purchasers concentrate on specific features that match their organization's needs. It is vital to comprehend these desired features in order to make well-informed decisions. 

Let's examine the main factors that prospective buyers typically take into account when comparing ITSM tools.

  1. Ticket Management solution - Buyers recognize the importance of a comprehensive Ticket Management System in help desk software. This feature allows for efficient tracking, assignment, and resolution of customer inquiries and support requests.

  2. Customization and flexibility - Buyers seek software solutions that offer customization options, allowing them to tailor the platform to their business needs. This flexibility ensures that the software aligns with their unique workflows and processes, ultimately enhancing user satisfaction and overall effectiveness.

  3. Support automation and Workflow Management - Buyers actively look for software solutions that provide automation capabilities to streamline routine tasks such as  ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.

  4. User experience and interface - Buyers prioritize ease of use and interface design. They prefer a platform that is user-friendly, with an intuitive interface that encourages user adoption and enhances productivity. Mobile accessibility is also crucial, especially for organizations with remote or mobile workforces.

  5. Scalability - Organizations with evolving needs prioritize solutions that can adapt to their growth and accommodate customization. The solution should allow the creation of custom fields, workflows, and extensions/plugins, enabling them to tailor the software to their unique business requirements.

  6. Optimized IT service catalog - Organizations often require a streamlined IT service catalog that provides a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, improves visibility, and assists in effective service delivery management.

  7. Self-service portal and knowledge base - Buyers highly value the inclusion of a self-service portal that enables end-users to independently resolve common issues and access relevant information without direct assistance.

  8. Insightful reporting - Buyers seek help desk software with powerful reporting tools such as dashboards and reports, providing valuable insights into their IT operations and performance. This data-driven approach facilitates informed decision-making and continuous service improvement.

  9. Seamless integration capabilities - Integration with other systems and applications is a critical requirement for buyers, ensuring smooth data flow and process automation. The ability to integrate with existing tools and platforms (including native integrations with ITAM tools!) is highly valued for improved efficiency and a unified user experience.

  10. Efficient IT Asset Management - Users prioritize software that offers robust ITAM capabilities to maintain accurate inventories and optimize resource utilization within their organizations.

  11. Pricing and support - Buyers consider the cost-effectiveness of the solution, including licensing models, subscription plans, and additional costs for features or users. The availability of reliable customer support, comprehensive documentation, and accessible training resources also play a significant role in the decision-making process.

  12. ITIL compliance - Many organizations prioritize solutions that adhere to ITIL best practices. Buyers may focus on solutions that support ITIL processes such as Incident Management, Problem Management, Change Management, and Asset Management.

 

What is Aranda Service Management?

Aranda Software, a Colombian company specializing in IT service and infrastructure management, offers Aranda Service Management as its primary software solution. This comprehensive software is designed to help businesses efficiently handle various processes and support different types of cases. By utilizing Aranda Service Management, businesses can effectively manage requests, incidents, problems, and changes, all from a centralized console.

In addition to Aranda Service Management, Aranda Software provides various software products that adhere to ITIL best practices. One such product is Aranda Asset Management, which focuses on delivering value to businesses in the Latin American region. With a local presence in 10 Latin American countries, the company offers flexible licensing options, including Cloud, On-premise, Hybrid, and SaaS models.

What users like from Aranda Service Management

The benefits presented are sourced from the company's website at the time of writing. There are no reviews accessible on popular platforms like Gartner, G2, or Capterra, which could provide further insights from the viewpoint of users.

  • Design and usability - The software provides an intuitive interface, easy configuration, fast loading times, and overall user-friendliness, contributing to a positive user experience.
  • Unified web console - The platform offers a unified web console that can be accessed through a fully web-based platform. This integrated and centralized suite eliminates the need for installing a console on individual computers.
  • On-premise/Cloud mode - Users have the flexibility to choose from various installation options that align with their infrastructure needs and organizational preferences, whether it's an on-premise or cloud-based deployment.
  • Rapid implementation - The platform aims to expedite the implementation process by providing default configurations, templates, and models. These resources are readily available to accelerate the configuration process and ensure a quick setup.
  • Local support in Spanish - The tool offers a specialized and certified support team available in Latin America, providing assistance to users in their preferred language.
  • Aranda Query Manager included - Users with an ADM package license can take advantage of the Aranda Query Manager feature. This advanced reporting solution offers a customizable dashboard, enhancing reporting capabilities.

What users don’t like from Aranda Service Management

Due to the lack of available reviews or feedback on platforms like Gartner, G2, or Capterra, it is difficult to identify specific dislikes or criticisms regarding Aranda Service Management. As of now, no negative aspects have been highlighted due to the absence of user perspectives and experiences shared on these platforms.

What’s Aranda Service Management’s argument over Ivanti?

Due to the absence of detailed user feedback or reviews for Aranda Service Management, it becomes challenging to make a conclusive and definitive argument about its superiority over Ivanti Neurons for ITSM. However, considering the listed benefits, here are some potential areas where Aranda Service Management could potentially present its advantages over Ivanti.

  1. Design and usability - Aranda Service Management emphasizes an intuitive interface, easy configuration, fast loading times, and overall user-friendliness, which may contribute to a positive user experience compared to Ivanti.

  2. Unified web console - Aranda offers a unified web console accessed through a fully web-based platform, eliminating the need for individual console installations, which might be a more convenient and streamlined approach compared to Ivanti.

  3. Flexible installation options - Aranda Service Management provides users with the choice between on-premise and cloud-based deployments, allowing organizations to align the installation with their infrastructure needs and preferences, potentially offering more flexibility compared to Ivanti.

  4. Rapid implementation - Aranda aims to expedite the implementation process by providing default configurations, templates, and models, enabling quick setup and potentially saving time compared to Ivanti.

  5. Localized support in Spanish - Aranda offers specialized and certified support available in Latin America, catering to users in their preferred language, which may provide an advantage for Spanish-speaking organizations compared to Ivanti.

 

What is Ivanti?

Ivanti Neurons for ITSM is a comprehensive solution for managing services developed by Ivanti. It is designed for large organizations and provides options for deployment in the cloud or on-premises. This solution covers the entire lifecycle of service delivery, starting from capturing requests to resolving issues. It is built on industry standards and incorporates 11 ITIL 4-certified practices, making it a reliable foundation for organizations' Service Management needs.

The main objective of Ivanti Neurons for ITSM, which is part of the broader Ivanti Neurons platform, is to improve operations by replacing manual processes with automated workflows. This digital transformation leads to increased efficiency, compliance, and security within the organization.

Ivanti, the technology company behind the development of Ivanti Neurons, specializes in managing and securing Everywhere Work environments. They strongly emphasize enhancing the digital employee experience (DEX). Founded in 1985 and headquartered in South Jordan, Utah, Ivanti takes pride in its dedicated workforce of approximately 2,500 to 4,999 professionals.

What users like from Ivanti

Ivanti Neurons for ITSM has received positive feedback from users across various industries, including IT Services, Healthcare and Biotech, and Finance. Evaluations from reputable sources, such as Gartner, have highlighted several advantages that customers appreciate.

  • Customization - Users value the extensive customization options available, allowing them to tailor the system to their specific needs.
  • Ease of use - Users find the system user-friendly, especially regarding ticketing, equipment access, and call stacks. It is considered intuitive and easy to navigate.
  • Flexibility - The system enables users to create individual group function modules and adjust workflows according to their requirements.
  • Cost savings - Some users have observed that Ivanti Neurons offers cost savings compared to similar products they have tested.
  • Automation - Users appreciate the platform's automation capabilities.
  • Customer service - Ivanti's customer service is frequently praised for its collaborative approach and understanding of customer needs.

What users don’t like from Ivanti

While users highly appreciate Ivanti's capabilities and its transformative impact on IT service environments, there are areas that users feel could be improved. Evaluations from sources like Gartner have identified the following criticisms.

  • Poor documentation - Users have criticized the platform's documentation, stating that it is outdated and insufficient.
  • Complex backend - Users have found the platform's backend to be complex, with options scattered across different areas, making navigation challenging.
  • Lack of out-of-the-box features - Certain users have felt that Ivanti lacks certain features they would expect from a solution at its level of sophistication.
  • Limited integration: Some users have expressed frustration over the limited integration capabilities of Ivanti with other tools.
  • Outdated appearance - Some users have noted that the product has an old-fashioned look, which may impact the overall user experience.
  • Inadequate support - Some users have faced difficulties with Ivanti's support function, such as identifying the root cause of problems and assigning the appropriate agent.

What’s Ivanti’s argument over Aranda Service Management?

Based on the advantages highlighted for Ivanti Neurons, the following points could potentially form Ivanti's argument over Aranda Service Management.

  1. Customization - Ivanti Neurons offers extensive customization options, allowing users to tailor the system to their specific needs. 

  2. Ease of use - Users appreciate the user-friendly nature of Ivanti Neurons, particularly in ticketing, equipment access, and call stacks. 

  3. Flexibility - Ivanti Neurons enables users to create individual group function modules and adjust workflows according to their specific requirements. 

  4. Cost savings - Some users have observed that Ivanti Neurons provides cost savings compared to similar products they have tested.

  5. Automation capabilities - Users appreciate the automation capabilities of Ivanti Neurons, which streamline processes and improve efficiency. 

  6. Customer service - Ivanti's customer service is frequently praised for its collaborative approach and understanding of customer needs. 

 

Considering InvGate Service Desk as an ITSM solution alternative

In the competitive field of IT Service Management, Aranda Service Management and Ivanti Neurons are recognized competitors. However, it is essential to explore alternative solutions that closely align with the unique needs of your organization. In this context, InvGate Service Desk emerges as a compelling choice that demands careful consideration. 

Let's now delve into the extensive features of InvGate Service Desk that make it a valuable option for meeting your organization's ITSM requirements.

Exceptional user experience

InvGate Service Desk places a strong emphasis on delivering an outstanding user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption, minimizes the need for extensive training, and ensures a user-friendly design that maximizes productivity.

invgate-service-desk-interface

Robust Ticketing and Incident Management

InvGate Service Desk offers powerful features that enable efficient tracking, collaboration, and resolution of tickets. It includes automated ticket routing, customizable workflows, and SLA Management, empowering IT teams to handle and prioritize incidents effectively.

Example of a Ticket Management view on InvGate Service Desk.

Strong self-service capabilities

InvGate Service Desk provides robust self-service functionalities, such as a user-friendly portal, an extensive IT service catalog, and a knowledge base. These features empower end-users to independently resolve common issues, access various IT services, and utilize self-help resources, thereby reducing the workload on IT staff.

invgate-service-desk-self-service-portal

Cost-effective solution

InvGate Service Desk provides a cost-effective solution without compromising functionality. It offers a comprehensive range of ITSM features at a competitive price, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like Aranda Service Management and Ivanti Neurons, InvGate Service Desk strikes a balance between cost and functionality.

Focused on ITSM with ESM extension

InvGate Service Desk is purpose-built for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). This allows operational departments to improve their processes and fully embrace the benefits of digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

Simplified configuration and setup

InvGate Service Desk simplifies the configuration and setup process with a user-friendly, no-code/low-code approach. This allows both novice and experienced users to implement the system without extensive technical expertise. The platform offers straightforward configuration options, enabling organizations to leverage its powerful ITSM capabilities quickly.

Comprehensive reporting and analytics

InvGate Service Desk provides extensive reporting and analytics functionalities, empowering organizations to gain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and customizable dashboards, allowing IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

InvGate Service Desk's customizable dashboard view.

ITIL-certified readiness

InvGate Service Desk has achieved the prestigious ITIL4 certification from PINK Elephant, demonstrating its commitment to upholding ITSM excellence. Whether organizations are starting their ITIL journey or managing complex operations, InvGate Service Desk provides a user-friendly and feature-rich experience aligned with industry best practices.

Customization and flexibility

InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can cater to the specific requirements of different sectors and industries.

Comprehensive Asset Management

Integrating InvGate Service Desk with InvGate Insight provides organizations with a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.

 

 

 

Fast ROI and ongoing innovation

InvGate Service Desk ensures a rapid return on investment through efficient implementation processes. Within weeks, organizations can begin experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Next steps

In the comparison between Aranda Service Management vs. Ivanti Neurons for ITSM, both platforms offer unique features and advantages for organizations seeking effective IT Service Management solutions. While this analysis provides valuable insights, it is crucial to consider alternative options to ensure the best fit for specific requirements. 

One such alternative worth exploring is InvGate Service Desk, a comprehensive solution designed to streamline IT operations and elevate Service Management.

To further assist in implementing an effective ITSM solution, download our free ITSM implementation checklist. This comprehensive resource will guide you through the necessary steps to map out a successful implementation strategy and ensure a seamless transition to the new platform.

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