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
Feature comparison
Grouped feature support from verified product research for Freshservice and Ivanti Neurons for ITSM.
Capabilities
| Feature | Freshservice | Ivanti Neurons for ITSM | Winner |
|---|---|---|---|
| Ticketing | Strong | Not evidenced | — |
| Shared inbox | Strong | Not evidenced | — |
| Live chat | Moderate | Not evidenced | — |
| Knowledge base | Strong | Not evidenced | — |
| Omnichannel inbox | Moderate | Not evidenced | — |
| SLA & routing | Strong | Not evidenced | — |
| Macros & automation | Strong | Not evidenced | — |
| Self-service portal | Strong | Not evidenced | — |
| CSAT / satisfaction surveys | Strong | Not evidenced | — |
| Helpdesk reporting | Strong | Not evidenced | — |
| Ecommerce helpdesk | Limited | Not evidenced | — |
| ITSM / service desk | Strong | Not evidenced | — |
| Chatbot / AI agent | Strong | Not evidenced | — |
| Agent copilot | Strong | Not evidenced | — |
| Phone support | Limited | Not evidenced | — |
| Helpdesk integrations | Strong | Not evidenced | — |
| Incident management | Not evidenced | Strong | — |
| Change & problem management | Not evidenced | Strong | — |
| Service catalog | Not evidenced | Strong | — |
| Infrastructure monitoring | Not evidenced | Moderate | — |
| APM & distributed tracing | Not evidenced | Limited | — |
| Log management | Not evidenced | Moderate | — |
| Source control & repos | Not evidenced | Limited | — |
| CI/CD & automation | Not evidenced | Moderate | — |
| Hosting control panel | Not evidenced | Limited | — |
| Managed hosting platform | Not evidenced | Limited | — |
| Cloud PaaS / app platform | Not evidenced | Limited | — |
| Proxy / web data network | Not evidenced | Limited | — |
| ITSM AI assistance | Not evidenced | Strong | — |
| Developer AI assistance | Not evidenced | Limited | — |
| On-call & paging | Not evidenced | Strong | — |
| Enterprise security & SSO | Not evidenced | Strong | — |
| Analytics & reporting | Not evidenced | Strong | — |
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