When it comes to selecting the correct IT Service Management (ITSM) software for your organization, conducting a thorough analysis is essential. However, performing an ITSM tool comparison can take time and effort. Fortunately, we are here to help lighten the load by comparing Ivanti Neurons vs. ManageEngine.
In this blog post, we’ll explore the features, advantages, and drawbacks of Ivanti Neurons and ManageEngine. And if these choices fail to meet your specific requirements, we’ll also present InvGate Service Desk as a captivating alternative that has the potential to serve as a solution tailored to your needs.
Table of contents
- TL;DR
- What is Ivanti Neurons?
- What is ManageEngine?
- Considering InvGate Service Desk as an ITSM solution alternative.
TL;DR
- Ivanti Neurons stands out for its intuitive user interface, extensive customization options, robust automation capabilities, and exceptional customer service. However, there are some users who express their dissatisfaction with its default features, intricate backend system, inadequate documentation, and limited integration options.
- ManageEngine has gained recognition for its extensive range of products and impressive growth. However, it has been noted that its integrations beyond the Zoho Ecosystem may have limitations, and there have been concerns regarding vulnerabilities. In 2023, ManageEngine encountered a significant setback when two major vulnerabilities were discovered across 24 of its products.
- On the other hand, InvGate Service Desk places a strong focus on optimizing ITSM implementation, offering flexible deployment options, robust ticketing and incident management features, and self-service capabilities. All of this is done with a strong emphasis on cost-effectiveness and innovation.
Most looked-at features by buyers
Understanding the key considerations when selecting help desk software is crucial for organizations aiming to enhance their IT service delivery.
Buyers evaluate these factors carefully to choose a solution that aligns with their specific needs and maximizes their IT Service Management potential.
- Scalability and customization - Organizations with evolving needs prioritize solutions that can scale with their growth and allow for customization. The ability to create custom fields, workflows, and extensions/plugins is crucial for adapting the solution to unique business requirements.
- User experience and interface - The platform's ease of use is essential for buyers, as a user-friendly interface can enhance user adoption and productivity. It is also crucial for organizations with remote or mobile workforces to have mobile accessibility.
- Ticketing and Incident Management - Buyers seek service desk software with robust ticketing systems that can effectively handle and track customer issues or incidents. Key features include ticket creation, assignment, tracking, prioritization, SLA Management, and escalation workflows.
- Pricing and support - Buyers assess the solution's cost-effectiveness, including licensing models, subscription plans, and additional features or user costs. The availability of customer support, documentation, and training resources also influences decision-making.
- Reporting features - Buyers often look for reporting and analytics capabilities to gain insights into service performance, team productivity, customer satisfaction, and SLA compliance. Customizable dashboards and pre-built reports are valuable in this regard.
- Automation and workflow - Efficient automation and workflow capabilities save time and effort. Buyers consider features such as automation rules, workflows driven by SLAs, approval processes, and integrations with other tools or systems.
- Integration and collaboration - Integration with other tools and systems, such as CRM, project management, or communication platforms, can streamline workflows and ensure data consistency.
- Self-service and knowledge base - Buyers highly value self-service capabilities that empower customers or employees to find solutions to common issues independently. A comprehensive knowledge base system with easy search functionality, FAQs, and guides can enhance self-service options.
- IT service catalog - Some organizations require a service catalog that enables users to request specific IT services or resources. This feature simplifies service requests, provides visibility, and helps manage service delivery effectively.
- ITIL compliance - Many organizations adhere to the best practices of the Information Technology Infrastructure Library (ITIL) for IT Service Management. Buyers may seek solutions that support ITIL processes, such as Incident Management, Problem Management, Change Management, and Asset Management.
What is Ivanti Neurons?
Ivanti Neurons for ITSM is a comprehensive Service Management solution developed by Ivanti, designed for large-scale businesses. It provides a range of deployment options, including both cloud-based and on-premise solutions. This software covers the entire service delivery process, from capturing requests to resolving issues. It adheres to industry standards and incorporates 11 ITIL 4-certified practices, which ensures a strong foundation for managing service needs within organizations.
The main goal of Ivanti Neurons for ITSM, which is part of the larger Ivanti Neurons platform, is to simplify operations by replacing manual tasks with automated workflows. This transformation brings several benefits, including improved efficiency, compliance, and security for organizations.
Ivanti, the company behind Ivanti Neurons, is a private technology firm that specializes in managing and securing modern work environments. Their focus is on enhancing the digital employee experience (DEX). Headquartered in South Jordan, Utah, since its establishment in 1985, Ivanti takes pride in its dedicated workforce, which consists of approximately 2,500 to 4,999 professionals.
What users like from Ivanti Neurons
Ivanti Neurons for ITSM has received positive feedback from users in various industries, including IT Services, Healthcare and Biotech, and Finance, as evidenced by analysis from reputable sources such as Gartner. Let's explore some of the benefits that customers have highlighted.
- Flexibility - Users can create customized group function modules and adjust workflows to suit their particular requirements. The system offers flexibility in adapting to different organizational structures and processes.
- Customization - Users highly appreciate Ivanti's ability to customize the system according to their specific needs.
- Ease of use - The system is praised for its user-friendly interface, particularly when managing tickets, accessing equipment, and navigating call stacks.
- Cost savings - Some users have noticed that Ivanti offers cost savings compared to similar products they have tested.
- Customer service - Ivanti's customer service is frequently commended for its collaborative approach and deep understanding of customer needs.
- Automation - Users value the automation capabilities provided by the platform. Automation streamlines processes, reducing manual effort and improving overall efficiency.
What users don’t like from Ivanti Neurons
Users highly value the powerful capabilities of Ivanti and its transformative impact on their IT service environments. However, some areas could be improved, particularly regarding the user interface and complexity. Based on analyses from trusted sources like Gartner, let's delve into some of the criticisms raised.
- Limited integration - Certain users have expressed frustration over the limited integration capabilities of Ivanti with other tools. This limitation makes achieving seamless process improvements more challenging and hinders their ability to connect and work with other software tools in their IT environment.
- Lack of pre-built features - Some users feel that Ivanti is missing certain features that they would expect from this level of sophistication solution. They desire more comprehensive functionality out-of-the-box.
- Complex backend - Some users have found the backend of Ivanti to be tough, with options scattered across different areas, making navigation and administration challenging. The system's configuration and management can be overwhelming for some users.
- Inadequate support - Some users have experienced difficulties with Ivanti's support function. These issues include getting assigned to the appropriate support agent and difficulties in identifying the root cause of problems.
- Outdated appearance - Some users have mentioned that the product's appearance has an old-fashioned look. This outdated visual design may negatively impact the overall user experience, making the software feel less modern and visually appealing.
- Poor documentation - Users have expressed dissatisfaction with the outdated and insufficient documentation provided by Ivanti. This lack of comprehensive and up-to-date documentation makes it necessary for users to undergo extensive hands-on training to understand and utilize the software fully.
What’s Ivanti Neurons’ argument over ManageEngine?
While both have their merits, Ivanti Neurons presents certain arguments over ManageEngine that may appeal to organizations looking for specific features and capabilities.
- Flexibility and customization - One key argument for Ivanti Neurons is its emphasis on flexibility and customization. Users appreciate the ability to create customized group function modules and adjust workflows to suit their specific requirements. Ivanti Neurons allows for greater adaptability to different organizational structures and processes, providing a tailored experience for users.
- Automation and efficiency - Ivanti Neurons also highlights its automation capabilities as a distinct advantage. Users value the automation opportunities offered by the platform, which streamline processes and improve overall efficiency. This focus on automation can lead to significant time and resource savings for organizations, enhancing productivity and operational effectiveness.
- Customer service and collaboration - Ivanti Neurons emphasizes its customer service approach and deep understanding of customer needs. Users commend Ivanti for its collaborative customer support approach, fostering strong partnerships. This aspect ensures that organizations receive the necessary assistance and guidance throughout their journey with Ivanti Neurons, promoting a positive user experience and satisfaction.
- Cost savings - Another argument for Ivanti Neurons is its potential for cost savings compared to similar products. Some users have observed that Ivanti offers cost-effective solutions, allowing organizations to optimize their budgets without compromising functionality. This cost efficiency can be an appealing factor for organizations looking for ITSM solutions that provide value for money.
What is ManageEngine?
ManageEngine, formerly known as AdventNet Inc., rebranded in 2009 and now operates as Zoho Corporation. It specializes in providing comprehensive IT Management solutions for businesses of different sizes, with a focus on small to midsize enterprises.
The company is headquartered in Pleasanton, California, and has a significant global presence, serving over 180,000 customers worldwide.
One of its main offerings is ServiceDesk Plus, a platform that offers flexible deployment options, including cloud-based and on-premise solutions. ServiceDesk Plus covers IT Service Management (ITSM) and IT Asset Management (ITAM) capabilities. In terms of market position, ManageEngine is recognized as a Challenger in the Gartner Magic Quadrant, indicating its competitiveness in the market.
What users like from ManageEngine
ManageEngine has received positive feedback and recognition from customers, as indicated by reputable sources like Gartner. Here are some key benefits highlighted by these customers.
- Competitive pricing - The software stands out with its competitive pricing strategy, providing cost-effective ITSM solutions. With multiple pricing tiers, the platform caters to various budgets, making it an appealing choice for midmarket customers and larger organizations seeking value-driven solutions.
- Wide range of products - ManageEngine offers a comprehensive portfolio of complementary products that cover areas such as endpoint management, network monitoring, application monitoring, and active directory management. Leveraging the low-code development and line-of-business integrations provided by its parent company, Zoho, ManageEngine delivers a broad set of platform capabilities and enhances value for its customers through cross-selling opportunities.
- Strong growth - ManageEngine demonstrates strong growth potential, with flexible deployment models and successful positioning in the midmarket segment. In 2021, the company experienced significant revenue growth and expanded its customer base considerably. Its success is particularly notable in the enterprise sector, establishing itself as a rapidly growing player in the industry.
What users don’t like from ManageEngine
Despite its strengths and positive aspects, ManageEngine has certain areas that customers have expressed concerns about. These concerns have been identified through analysis from reputable sources such as Gartner. Let's explore some specific areas that have raised customer apprehension.
- Limited integrations beyond Zoho Ecosystem - The platform's integrations and extensibility are strongest when combined with other ManageEngine and Zoho ecosystem products. This may pose challenges for customers seeking seamless integration with popular ITOM tools outside of the Zoho ecosystem, potentially requiring them to develop custom API connections.
- Unclear ITSM differentiation in marketing - ManageEngine's marketing efforts often fail to highlight its unique value proposition in the ITSM market effectively. By mainly emphasizing common themes like low-code development, customer privacy, and deployment flexibility, the vendor struggles to stand out among more experienced buyers in the market.
- Limited product innovation - ManageEngine primarily focuses on process enhancements, integrations, and customization support rather than pushing the boundaries of product innovation. While the company has incorporated some AI/ML capabilities in areas like field and template recommendations, it still lags behind more advanced products in this category.
- Security vulnerabilities - In 2023, ManageEngine faced a significant setback when two critical vulnerabilities were discovered across 24 of its products. These vulnerabilities were rated 9.8 out of 10 in terms of severity, as they could potentially enable remote execution of malicious code. However, the company promptly addressed the situation by releasing patches to mitigate the vulnerabilities and strengthen security measures.
What’s ManageEngine’s argument over Ivanti Neurons?
ManageEngine presents its own set of arguments over Ivanti Neurons, showcasing its unique strengths and advantages that may differentiate it from its competitor in the ITSM market.
Considering InvGate Service Desk as an ITSM solution alternative
While Ivanti Neurons and ManageEngine are well-known competitors in the ITSM industry, it is important to consider alternative solutions that may better align with your organization's unique needs. In this regard, InvGate Service Desk emerges as a compelling option that deserves careful consideration. Let's explore some of the highly beneficial features of InvGate Service Desk that make it a worthwhile choice for your organization.
- Competitive pricing - ManageEngine highlights its competitive pricing strategy as a significant advantage. The platform offers cost-effective ITSM solutions with multiple pricing tiers, catering to various budgets. This affordability makes ManageEngine an attractive choice for midmarket customers and larger organizations seeking value-driven solutions.
- Wide range of products - ManageEngine stands out with its diverse product portfolio, encompassing various areas such as endpoint management, network monitoring, application monitoring, and active directory management. Leveraging the low-code development and line-of-business integrations provided by its parent company, Zoho, ManageEngine delivers a broad set of platform capabilities and enhances value for its customers through cross-selling opportunities.
- Strong growth and market presence - ManageEngine demonstrates strong growth potential and has successfully positioned itself in the midmarket segment. The company experienced significant revenue growth in 2021 and expanded its customer base considerably. Its success is particularly notable in the enterprise sector, establishing ManageEngine as a rapidly growing player in the industry.
1. Powerful Ticketing and Incident Management
InvGate Service Desk stands out with its robust features for managing tickets and incidents. It enables efficient tracking, collaboration, and resolution of tickets, empowering IT teams to prioritize and manage incidents effectively. The platform streamlines incident resolution processes through automated routing, customizable workflows, and SLA Management.
2. Extensive reporting and analytics
InvGate Service Desk offers comprehensive reporting and analytics functionality, allowing organizations to gain valuable insights into their IT operations and performance. The platform provides pre-built reports and dashboards and the flexibility to create custom reports. These features enable IT teams to analyze data, identify trends, and make informed decisions to improve service delivery.
3. Cost-effective solution
InvGate Service Desk provides a cost-effective solution without compromising functionality. It offers a robust set of ITSM features and capabilities at a competitive price point, making it an appealing choice for organizations seeking a balance between affordability and functionality compared to alternatives like Ivanti Neurons and ManageEngine.
4. User-friendly and intuitive interface
InvGate Service Desk offers an intuitive and user-friendly interface, ensuring seamless navigation for both IT teams and end-users. The streamlined design and intuitive workflows guarantee a smooth user experience, reducing the learning curve for new users.
5. Self-service capabilities
InvGate Service Desk includes robust self-service capabilities, such as a user-friendly self-service portal, a comprehensive IT service catalog, and a knowledge base. These features empower end-users to find answers to common issues independently, access a wide range of IT services, and leverage self-help resources, resulting in improved efficiency and reduced burden on IT teams.
6. Customization and flexibility
InvGate Service Desk offers a high level of customization and flexibility. The platform can be easily configured and adapted to align with specific IT processes and business requirements, providing a personalized ITSM experience.
7. Comprehensive Asset Management
InvGate Service Desk is not only a service desk solution but also includes comprehensive Asset Management functionality. It enables organizations to track and manage their IT assets throughout their lifecycle effectively. The platform features IT Asset Discovery, Inventory Management, Software License Management, and maintenance scheduling features.
8. AI-Powered features
InvGate Service Desk harnesses the power of AI with features like AI-Improved Responses and Support Assist. Response Suggestions uses AI to assist agents in responding to tickets, saving time and improving the quality of customer interactions. Support Assist utilizes machine learning algorithms to automate ticket categorization and routing, enhancing the efficiency of ticket management processes.
Next steps
Selecting the appropriate ITSM solution is a crucial choice that can greatly influence your organization's IT service delivery and overall effectiveness. By carefully assessing your alternatives, you can ensure you implement a solution that aligns with your requirements and objectives.
Explore the live demo of InvGate Service Desk to get a firsthand experience of how it can improve your business operations. Additionally, download our complimentary ITSM implementation checklist to help you plan your next steps effectively.
