Ivanti Neurons for ITSM vs. Oracle IT Service Management Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Ivanti Neurons for ITSM
Score 9.1 out of 10
N/A
Ivanti Neurons for ITSM offers the flexibility to deploy in the cloud, on-premises or a hybrid combination. It replaces the Ivanti Service Manager, powered by Heat.N/A
Oracle IT Service Management Suite
Score 1.5 out of 10
N/A
Oracle ITSM suite for enterprises was a suite of tools for managing, tracking, and servicing IT based on the Siebel HelpDesk. The suite is now End of Life, Oracle no longer offers the suite for sale.N/A
Pricing
Ivanti Neurons for ITSMOracle IT Service Management Suite
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Ivanti Neurons for ITSMOracle IT Service Management Suite
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Ivanti Neurons for ITSMOracle IT Service Management Suite
Top Pros
Top Cons
Features
Ivanti Neurons for ITSMOracle IT Service Management Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Ivanti Neurons for ITSM
7.6
21 Ratings
7% below category average
Oracle IT Service Management Suite
6.8
1 Ratings
18% below category average
Organize and prioritize service tickets8.021 Ratings5.01 Ratings
Expert directory7.019 Ratings8.01 Ratings
Service restoration8.517 Ratings6.01 Ratings
Self-service tools8.020 Ratings8.01 Ratings
Subscription-based notifications7.015 Ratings00 Ratings
ITSM collaboration and documentation8.020 Ratings00 Ratings
ITSM reports and dashboards6.921 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Ivanti Neurons for ITSM
8.2
19 Ratings
0% below category average
Oracle IT Service Management Suite
-
Ratings
Configuration mangement8.019 Ratings00 Ratings
Asset management dashboard8.018 Ratings00 Ratings
Policy and contract enforcement8.514 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Ivanti Neurons for ITSM
8.8
18 Ratings
5% above category average
Oracle IT Service Management Suite
6.0
1 Ratings
33% below category average
Change requests repository8.518 Ratings7.01 Ratings
Change calendar8.918 Ratings4.01 Ratings
Service-level management9.015 Ratings7.01 Ratings
Best Alternatives
Ivanti Neurons for ITSMOracle IT Service Management Suite
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Ivanti Neurons for ITSMOracle IT Service Management Suite
Likelihood to Recommend
8.9
(22 ratings)
6.0
(1 ratings)
Likelihood to Renew
9.9
(4 ratings)
-
(0 ratings)
Usability
7.8
(7 ratings)
-
(0 ratings)
Support Rating
9.0
(9 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.5
(3 ratings)
-
(0 ratings)
Professional Services
8.1
(3 ratings)
-
(0 ratings)
User Testimonials
Ivanti Neurons for ITSMOracle IT Service Management Suite
Likelihood to Recommend
Ivanti
We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.
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Oracle
It is helpful when someone wants to reassign issues and delegate tasks to other co-workers. However, it is not a good place for documentation because it is difficult to navigate older issue tickets. This is my personal experience with RightNow, an Oracle application used to manage our incident reports and project tracking documents
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Pros
Ivanti
  • Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
  • A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
  • There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.
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Oracle
  • It kept a log of all our issue tickets going back many years.
  • Oracle made it easy to collaborate on issue tickets and work with my team members.
  • It offered a number of features for formatting and inserting images and links, to make our issue tickets resemble an email.
  • Oracle helped our department to delegate issue tickets and monitor each other's projects.
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Cons
Ivanti
  • Had a little trouble sending some files remotely a few times, but it could have been on our end.
  • The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
  • We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.
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Oracle
  • The search function was very poor, which made it difficult to find our issue tickets in RightNow.
  • The Reply feature was kind of messy at times, it was difficult to find out who originally sent in tickets and reply all to people.
  • It could have looked a bit sleeker, it looked somewhat outdated in the RightNow function.
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Likelihood to Renew
Ivanti
We are fully committed to this system. After customizing it for the past 3 years we have no plans to change
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Oracle
No answers on this topic
Usability
Ivanti
There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
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Oracle
No answers on this topic
Support Rating
Ivanti
Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!
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Oracle
No answers on this topic
Alternatives Considered
Ivanti
Ivanti is far more user friendly than ManageEngine, and has more features than Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless
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Oracle
No answers on this topic
Contract Terms and Pricing Model
Ivanti
On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.
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Oracle
No answers on this topic
Professional Services
Ivanti
There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
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Oracle
No answers on this topic
Return on Investment
Ivanti
  • In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
  • In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.
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Oracle
  • It was helpful because it was our only system for organizing incident reports, and it was where I worked 70% of the time to correspond with our customers.
  • The interface was sometimes time-consuming to use, and I wondered if there would have been a more streamlined program to use. It made our work seem slow at times.
  • This program did provide us with a back-log of all of our issues, so it was important for us to use to in order to find repeated incident reports.
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ScreenShots