Freshservice vs Ivanti Neurons for ITSM
Compare Freshservice and Ivanti Neurons for ITSM on features, pricing, and buyer fit using the same researched criteria.
Freshservice
Freshworks ITSM service desk — Starter $19, Growth $49, Pro $99 agent/mo annual. ITSM landscape; no cross-cluster comparisons.
Best for
- • IT teams needing ITIL-style incidents, changes, and asset management
- • Employee service desk and internal support portals
- • Freshworks customers wanting ITSM separate from Freshdesk
Starting from $19.00/user/mo
No free plan
VS
Our verdict
No universal winner. Choose based on which criteria matter most for your team.
Freshservice is better for
- ✓ Ticketing depth
- ✓ Live chat
- ✓ Knowledge base
- ✓ Omnichannel inbox
Tie
- • AI features
- • Integrations
Choose Freshservice if: IT teams needing ITIL-style incidents, changes, and asset management
Choose Ivanti Neurons for ITSM if: Enterprises already in Ivanti endpoint/ITAM who want Neurons ITSM on the same gravity well
Ivanti Neurons for ITSM
Enterprise ITSM (Ivanti Neurons / Service Manager) — contact sales. No public list. Does not outrank ServiceNow 8.7 / Freshservice 8.4.
Best for
- • Enterprises already in Ivanti endpoint/ITAM who want Neurons ITSM on the same gravity well
- • RFP buyers comparing Ivanti to ServiceNow and BMC Helix
- • Desks that will not self-serve a $19 Freshservice Starter
Starting from $95.00/user/mo
No free plan
Freshservice vs Ivanti Neurons for ITSM at a glance
Criterion-level leaders from verified research.
Scorecard preview
Criterion leaders based on verified research — open the Scorecard tab for evidence detail.
- Starting pricingDepends
Freshservice
Ivanti Neurons for ITSM
- Free planDepends
Freshservice
Ivanti Neurons for ITSM
- Agent / licence minimumDepends
Freshservice
Ivanti Neurons for ITSM
- Ticketing depthFreshservice
Freshservice
Ivanti Neurons for ITSM
- Live chatFreshservice
Freshservice
Ivanti Neurons for ITSM
Which Customer Service is better for you?
Quick picks based on fit — not a universal ranking.
- → Freshservice
Best for ticketing depth
Stronger coverage across ticketing, macros automation.
- → Freshservice
Best for live chat
Stronger coverage across live chat, shared inbox.
- → Freshservice
Best for knowledge base
Stronger coverage across knowledge base, self service portal.
The biggest differences
Where the products diverge most clearly on verified criteria.
Ticketing depth
Freshservice winsFreshservice
Stronger coverage across ticketing, macros automation.
Ivanti Neurons for ITSM
Trails Freshservice on this criterion
Live chat
Freshservice winsFreshservice
Stronger coverage across live chat, shared inbox.
Ivanti Neurons for ITSM
Trails Freshservice on this criterion
Knowledge base
Freshservice winsFreshservice
Stronger coverage across knowledge base, self service portal.
Ivanti Neurons for ITSM
Trails Freshservice on this criterion
Omnichannel inbox
Freshservice winsFreshservice
Stronger coverage across omnichannel inbox, unified inbox, shared inbox.
Ivanti Neurons for ITSM
Trails Freshservice on this criterion
SLA & routing
Freshservice winsFreshservice
Stronger coverage across sla routing, ticketing.
Ivanti Neurons for ITSM
Trails Freshservice on this criterion
Ecommerce helpdesk
Freshservice winsFreshservice
Stronger coverage across ecommerce helpdesk, ticketing.
Ivanti Neurons for ITSM
Trails Freshservice on this criterion
Which should you choose?
Choose Freshservice if
- IT teams needing ITIL-style incidents, changes, and asset management
- Employee service desk and internal support portals
- Freshworks customers wanting ITSM separate from Freshdesk
Choose Ivanti Neurons for ITSM if
- Enterprises already in Ivanti endpoint/ITAM who want Neurons ITSM on the same gravity well
- RFP buyers comparing Ivanti to ServiceNow and BMC Helix
- Desks that will not self-serve a $19 Freshservice Starter
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Alternatives to consider
ServiceNow
Enterprise ITSM / Now Platform — contact sales. 2026 ITSM tiers Foundation / Advanced / Prime with bundled Now Assist; no public list price.
Jira Service Management
Atlassian ITSM on Jira Cloud — Free ≤3 agents; Standard from $20/agent/mo; Premium ~$51.42/agent/mo; Enterprise contact.
BMC Helix ITSM
Enterprise ITSM (Helix / Remedy lineage) — no BMC.com list; AppExchange signal ~$114.75/named user/mo. Always RFP. Does not outrank ServiceNow 8.7.
ManageEngine ServiceDesk Plus
SMB/mid-market ITSM — Cloud Standard from $13/technician/mo; free up to 5 techs Standard; Professional $27; Enterprise $67; 30-day trial. Does not outrank ServiceNow 8.7 / Freshservice 8.4.
How we compare
A short look at the comparison process. Full methodology
1
Collect
Collect official product information, pricing, and product evidence.
2
Normalize
Map evidence to the same category evaluation criteria for both products.
3
Compare
Evaluate both products against identical criteria — ties and depends are allowed.
4
Explain
Show why each product wins, loses, or ties, with evidence behind the outcome.
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- No invented scores or prices
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