# Hornbill Service Manager vs Ivanti Neurons for ITSM Comparison --- ## AI Generated Summary - **G2 reviewers report** that Ivanti Neurons for ITSM excels in automation and AI-driven capabilities, which significantly streamline incident, problem, and change management. Users appreciate how it reduces manual work through intelligent workflows, making IT processes more efficient. - **Users say** Hornbill Service Manager stands out for its user-friendly interface and customizable workflows. Reviewers highlight that it simplifies tracking service requests, allowing teams to manage their services dynamically, which enhances overall productivity. - **According to verified reviews** , Ivanti Neurons for ITSM has a higher overall satisfaction score, but it faces challenges with ease of setup and administration. Users have noted that the implementation process can be complex, which may require additional support during onboarding. - **Reviewers mention** that Hornbill Service Manager offers superior support quality, with many users praising the balanced advice and assistance provided throughout the implementation process. This support has been crucial for organizations looking to improve their call monitoring and logging systems. - **G2 reviewers highlight** that while Ivanti Neurons for ITSM is robust in ticketing and automation features, it sometimes struggles with user experience compared to Hornbill Service Manager, which is noted for its intuitive design and ease of use, making it more accessible for teams. - **Users report** that both products are effective in asset management, but Ivanti Neurons for ITSM has received mixed feedback regarding its integration capabilities. In contrast, Hornbill Service Manager allows for more flexibility in managing services in real-time, which users find beneficial for adapting to changing needs. | | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Star Rating** | 4.5 out of 5 | 4.0 out of 5 | | **Total Reviews** | 137 | 296 | | **Largest Market Segment** | Enterprise (58.1% of reviews) | Enterprise (54.0% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | --- ## Top Pros & Cons ### Hornbill Service Manager **Not enough data** ### Ivanti Neurons for ITSM Pros: - Customer Support (1 reviews) - Customizability (1 reviews) Cons: - Clunky Interface (1 reviews) - Compatibility Issues (1 reviews) --- ## Ratings Comparison | Rating | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Meets Requirements** | 8.5 (89 reviews) | 8.3 (220 reviews) | | **Ease of Use** | 8.9 (93 reviews) | 7.8 (250 reviews) | | **Ease of Setup** | 8.1 (55 reviews) | 7.0 (195 reviews) | | **Ease of Admin** | 8.2 (61 reviews) | 7.4 (132 reviews) | | **Quality of Support** | 9.1 (86 reviews) | 7.8 (208 reviews) | | **Has the product been a good partner in doing business?** | 9.3 (61 reviews) | 8.0 (129 reviews) | | **Product Direction (% positive)** | 9.0 (84 reviews) | 7.9 (208 reviews) | --- ## Pricing ### Hornbill Service Manager #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Ivanti Neurons for ITSM #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **Hornbill Service Manager** | 8.3/10 | 59 | | **Ivanti Neurons for ITSM** | 8.4/10 | 152 | #### Administration | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Change Management** | 8.8 (39 reviews) ✓ Verified | 8.2 (69 reviews) ✓ Verified | | **Asset Management** | 7.3 (40 reviews) ✓ Verified | 7.8 (70 reviews) ✓ Verified | | **Reports & Analytics** | 7.3 (44 reviews) ✓ Verified | 7.4 (84 reviews) ✓ Verified | | **IT Asset Management** | Not enough data | Not enough data | | **Knowledge Management** | Not enough data | Not enough data | | **Project Management** | Not enough data | Not enough data | | **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | | **Task Management** | Not enough data | Not enough data | | **Service Request Management** | Not enough data | Not enough data | | **Release Management** | Not enough data | Not enough data | | **Configuration Management** | Not enough data | Not enough data | | **Ticket Management** | Not enough data | 10.0 (5 reviews) | | **Workflow Management** | Not enough data | 10.0 (5 reviews) | | **Problem Management** | Not enough data | Not enough data | | **Incident Management** | Not enough data | Not enough data | | **Contract/License Management** | Not enough data | Not enough data | | **Support Ticket Management** | Not enough data | Not enough data | | **Knowledge Base Management** | Not enough data | Not enough data | | **Capacity Management** | Not enough data | Not enough data | | **Availability Management** | Not enough data | Not enough data | | **Inventory Management** | Not enough data | Not enough data | #### Service Desk | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Help Desk** | 9.1 (54 reviews) ✓ Verified | 8.8 (96 reviews) ✓ Verified | | **Incident Reports** | 8.8 (48 reviews) ✓ Verified | 8.2 (71 reviews) ✓ Verified | | **Process Workflow** | 8.8 (47 reviews) ✓ Verified | 8.3 (104 reviews) ✓ Verified | | **Customizable Reports** | Not enough data | Not enough data | #### Management | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Reporting** | 7.9 (47 reviews) ✓ Verified | 7.8 (40 reviews) ✓ Verified | | **Administration Console** | 8.7 (46 reviews) ✓ Verified | 6.3 (30 reviews) ✓ Verified | | **Access Management** | 8.5 (40 reviews) ✓ Verified | 8.0 (18 reviews) ✓ Verified | | **Asset Management** | 7.6 (39 reviews) ✓ Verified | 8.7 (34 reviews) ✓ Verified | | **Policy Dictation** | 7.7 (22 reviews) ✓ Verified | 7.3 (22 reviews) ✓ Verified | | **Real-Time Reporting** | Not enough data | Not enough data | #### Functionality | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Ticketing System** | 9.3 (56 reviews) ✓ Verified | 9.5 (50 reviews) ✓ Verified | | **Performance Logging** | 8.2 (39 reviews) ✓ Verified | 7.1 (16 reviews) ✓ Verified | | **Alerting** | 8.3 (35 reviews) ✓ Verified | 7.3 (17 reviews) ✓ Verified | | **Automation** | 8.1 (42 reviews) ✓ Verified | 9.2 (61 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Autonomous Task Execution** | Not enough data | 9.8 (14 reviews) | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | 8.0 (29 reviews) | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | 9.4 (12 reviews) | | **Decision Making** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | | **Resource Allocation & Planning** | Not enough data | Not enough data | | **Multi-Language** | Not enough data | Not enough data | #### Additional Functionality | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Prioritization** | Not enough data | Not enough data | | **Service History** | Not enough data | Not enough data | | **Client Portal** | Not enough data | Not enough data | | **Customizable Forms** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **Service Catalog** | Not enough data | Not enough data | | **Real-Time Notifications** | Not enough data | Not enough data | | **SSL Security** | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | | **Real-Time Monitoring** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | | **Drag & Drop** | Not enough data | Not enough data | | **Self Service Portal** | Not enough data | Not enough data | | **Alerts/Notifications** | Not enough data | Not enough data | | **Automated Responses** | Not enough data | Not enough data | | **Customizable Branding** | Not enough data | Not enough data | | **Customizable Templates** | Not enough data | Not enough data | | **Support Ticket Tracking** | Not enough data | Not enough data | | **Automated Routing** | Not enough data | Not enough data | | **Macros/Templated Responses** | Not enough data | Not enough data | | **Collaboration Tools** | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Customizable Fields** | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | | **Search** | Not enough data | Not enough data | | **Alerts/Escalation** | Not enough data | Not enough data | | **Access Controls/Permissions** | Not enough data | Not enough data | | **Dashboard Creation** | Not enough data | Not enough data | | **Remote Access & Monitoring** | Not enough data | Not enough data | | **Asset Tracking** | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | | **Approval Process Control** | Not enough data | Not enough data | | **Audit Trail** | Not enough data | Not enough data | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **Hornbill Service Manager** | 7.6/10 | 56 | | **Ivanti Neurons for ITSM** | N/A | N/A | #### Generative AI | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | #### Self-Service Experience | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Knowledge Base** | 8.0 (45 reviews) | Not enough data | | **Searchable Articles** | 8.0 (41 reviews) | Not enough data | | **Community Forums** | Feature Not Available | Not enough data | | **Mobile Optimization** | 7.5 (6 reviews) | Not enough data | | **Personalization** | 7.3 (10 reviews) | Not enough data | #### Self-Service Platform | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Branding** | 7.9 (8 reviews) | Not enough data | | **Automation** | 7.1 (12 reviews) | Not enough data | | **Artificial Intelligence** | 7.1 (7 reviews) | Not enough data | | **Integrations** | 7.4 (9 reviews) | Not enough data | #### Agentic AI - Customer Self-Service | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | ### Service Desk | Product | Score | Reviews | |---|---|---| | **Hornbill Service Manager** | 8.3/10 | 67 | | **Ivanti Neurons for ITSM** | 7.5/10 | 113 | #### Incident Management | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Automate Ticket Routing** | 8.5 (59 reviews) | 8.2 (91 reviews) | | **Ticket Prioritization** | 8.6 (59 reviews) | 8.3 (95 reviews) | | **Ticket Notifications** | 8.7 (61 reviews) | 8.1 (99 reviews) | | **Knowledge Base** | 8.0 (51 reviews) | 7.4 (88 reviews) | | **Knowledge Base/Ticket Integration** | 8.2 (48 reviews) | 7.5 (82 reviews) | | **Real-Time Notifications** | Not enough data | Not enough data | #### Reporting | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Dashboards** | 8.2 (55 reviews) | 7.6 (99 reviews) | | **Time Tracking** | 8.2 (41 reviews) | 7.3 (78 reviews) | | **Surveys** | 7.7 (42 reviews) | 6.9 (68 reviews) | | **Activity Tracking** | Not enough data | Not enough data | #### Access & Usability | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Mobile** | 7.3 (37 reviews) | 6.1 (52 reviews) | | **Self Service** | 8.7 (62 reviews) | 7.9 (92 reviews) | | **Active Directory** | 8.5 (57 reviews) | 7.8 (79 reviews) | | **Multi-Channel Access** | 8.5 (48 reviews) | 7.4 (53 reviews) | | **Mobile Access** | Not enough data | Not enough data | #### Agentic AI - Service Desk | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | 7.3 (5 reviews) | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | #### Additional Functionality | Feature | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Project Management** | Not enough data | Not enough data | | **Procurement Management** | Not enough data | Not enough data | | **CMDB** | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | | **IT Risk Management** | Not enough data | Not enough data | | **Service Catalog** | Not enough data | Not enough data | | **Inventory Management** | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | | **Change Management** | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | | **Task Management** | Not enough data | Not enough data | | **Email Templates** | Not enough data | Not enough data | | **Benchmarking** | Not enough data | Not enough data | | **Localization Automation** | Not enough data | Not enough data | | **Real-Time Reporting** | Not enough data | Not enough data | | **Customer Support** | Not enough data | Not enough data | | **Scheduled/Automated Reports** | Not enough data | Not enough data | | **Alerts/Escalation** | Not enough data | Not enough data | | **Release & Deployment** | Not enough data | Not enough data | | **Email Management** | Not enough data | Not enough data | | **Contract/License Management** | Not enough data | Not enough data | | **Workflow Management** | Not enough data | Not enough data | | **Problem Management** | Not enough data | Not enough data | | **Analytics** | Not enough data | Not enough data | | **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | | **Configuration Management** | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | | **IT Asset Management** | Not enough data | Not enough data | | **Remote Access/Control** | Not enough data | Not enough data | | **Live Chat** | Not enough data | Not enough data | | **Customizable Reports** | Not enough data | Not enough data | | **Incident Management** | Not enough data | Not enough data | | **Asset Lifecycle Management** | Not enough data | Not enough data | | **Support Ticket Management** | Not enough data | Not enough data | | **Customizable Templates** | Not enough data | Not enough data | | **Customizable Branding** | Not enough data | Not enough data | --- ## Categories **Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk) **Unique to Hornbill Service Manager (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) --- ## Reviewer Demographics ### By Company Size | Segment | Hornbill Service Manager | Ivanti Neurons for ITSM | |---|---|---| | **Small-Business** | 3.7% | 15.1% | | **Mid-Market** | 38.2% | 30.9% | | **Enterprise** | 58.1% | 54.0% | ### By Industry #### Hornbill Service Manager - **Information Technology and Services:** 16.2% - **Government Administration:** 14.0% - **Hospital & Health Care:** 13.2% - **Financial Services:** 13.2% - **Pharmaceuticals:** 6.6% - **Construction:** 5.1% - **Higher Education:** 3.7% - **Computer Software:** 2.9% - **Utilities:** 2.2% - **Public Policy:** 1.5% - **Other:** 21.3% #### Ivanti Neurons for ITSM - **Information Technology and Services:** 16.9% - **Hospital & Health Care:** 8.1% - **Government Administration:** 6.5% - **Computer Software:** 6.5% - **Higher Education:** 5.4% - **Education Management:** 5.4% - **Banking:** 4.2% - **Financial Services:** 3.1% - **Retail:** 3.1% - **Staffing and Recruiting:** 2.7% - **Other:** 38.1% --- ## Alternatives ### Alternatives to Hornbill Service Manager - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1350 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1949 reviews) - 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[Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (991 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (297 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (250 reviews) - [BMC Helix Remedyforce](https://www.g2.com/products/bmc-helix-remedyforce/reviews) — 3.9/5 stars (49 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews) - [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews) — 4.2/5 stars (20 reviews) - [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews) --- ## Top Discussions ### Hornbill Service Manager - Title: [How do I stop the screen from flashing when updating](https://www.g2.com/discussions/40997-how-do-i-stop-the-screen-from-flashing-when-updating) — 2 comments, 1 upvote > **Top comment:** "Hi Sarah, Thank you for your query. I have checked with the team here and it seems that this unfortunately might be an issue on your side. Your Hornbill..." - Title: [What modules has your organization adopted?](https://www.g2.com/discussions/32056-what-modules-has-your-organization-adopted) — 2 comments, 1 upvote > **Top comment:** "Hi Jibran We certainly have Change Management and Document Management modules which are extremely feature rich. Customers who have adopted these are not..." - Title: [Why does search not find what I'm looking for?](https://www.g2.com/discussions/30423-why-does-search-not-find-what-i-m-looking-for) — 2 comments, 1 upvote > **Top comment:** "Hi Charles, Like many transactional systems, the search is complex mostly because of the sheer amount of data involved. There are a lot of search options..." - Title: [How can we automatically capture emails into tickets and respond with an auto-responder ticket?](https://www.g2.com/discussions/40756-how-can-we-automatically-capture-emails-into-tickets-and-respond-with-an-auto-responder-ticket) — 1 comment, 1 upvote > **Top comment:** "Hi Adam, Thank you for your query. A member of our Customer Success team will contact you very shortly to assist. " ### Ivanti Neurons for ITSM No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/hornbill-hornbill-service-manager-vs-ivanti-neurons-for-itsm)