# Hornbill Service Manager vs Ivanti Neurons for ITSM Comparison - What are their main differences? 

At a Glance

Star Rating

**Hornbill Service Manager** [

4.5/5(137)

](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews#reviews)

**Ivanti Neurons for ITSM** [

4/5(295)

](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews#reviews)

Market Segments

**Hornbill Service Manager**
Enterprise (58.1% of reviews)

**Ivanti Neurons for ITSM**
Enterprise (54.0% of reviews)

Pros & Cons

**Hornbill Service Manager**
Not enough data

**Ivanti Neurons for ITSM**
[
Customer Support (1)
](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews?filters%5Bsentiment_snippet%5D=2507858&qs=pros-and-cons#reviews)[
Customizability (1)
](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews?filters%5Bsentiment_snippet%5D=2328094&qs=pros-and-cons#reviews)[
Clunky Interface (1)
](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews?filters%5Bsentiment_snippet%5D=2507839&qs=pros-and-cons#reviews)[
Compatibility Issues (1)
](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews?filters%5Bsentiment_snippet%5D=2507855&qs=pros-and-cons#reviews)

Entry-Level Pricing

**Hornbill Service Manager**
No pricing available

**Ivanti Neurons for ITSM**
No pricing available

Summary

AI Generated Summary

AI-generated. Powered by real user reviews.

- **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.

Pricing

Entry-Level Pricing

**Hornbill Service Manager**

Hornbill Service Manager
No pricing available

**Ivanti Neurons for ITSM**

Ivanti Neurons for ITSM
No pricing available

Free Trial

**Hornbill Service Manager**

Hornbill Service Manager
No trial information available

**Ivanti Neurons for ITSM**

Ivanti Neurons for ITSM
No trial information available

Ratings

Meets Requirements

8.5

89

8.3

220

Ease of Use

8.9

93

7.8

250

Ease of Setup

8.1

55

7.0

195

Ease of Admin

8.2

61

7.4

132

Quality of Support

9.1

86

7.8

208

Has the product been a good partner in doing business?

9.3

61

8.0

129

Product Direction (% positive)

9.0

84

7.9

208

Features by Category

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

8.3

59

8.4

151

Administration

Change Management

8.8(won by 0.6)

39

|

Verified

8.2

69

|

Verified

Asset Management

7.3

40

|

Verified

7.8(won by 0.5)

70

|

Verified

Reports & Analytics

7.3

44

|

Verified

7.4(won by 0.1)

84

|

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(won by default)

5

Workflow Management

Not enough data

10.0(won by default)

5

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

Help Desk

9.1(won by 0.3)

54

|

Verified

8.8

96

|

Verified

Incident Reports

8.8(won by 0.6)

48

|

Verified

8.2

71

|

Verified

Process Workflow

8.8(won by 0.5)

47

|

Verified

8.3

104

|

Verified

Customizable Reports

Not enough data

Not enough data

Management

Reporting

7.9(won by 0.1)

47

|

Verified

7.8

40

|

Verified

Administration Console

8.7(won by 2.4)

46

|

Verified

6.3

30

|

Verified

Access Management

8.5(won by 0.5)

40

|

Verified

8.0

18

|

Verified

Asset Management

7.6

39

|

Verified

8.7(won by 1.1)

34

|

Verified

Policy Dictation

7.7(won by 0.4)

22

|

Verified

7.3

22

|

Verified

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

9.3

56

|

Verified

9.5(won by 0.2)

50

|

Verified

Performance Logging

8.2(won by 1.1)

39

|

Verified

7.1

16

|

Verified

Alerting

8.3(won by 1.0)

35

|

Verified

7.3

17

|

Verified

Automation

8.1

42

|

Verified

9.2(won by 1.1)

61

|

Verified

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

Not enough data

9.8(won by default)

14

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

8.0(won by default)

29

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

9.4(won by default)

12

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

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[Hide 17 FeaturesShow 17 Features](javascript:void(0);)

7.6

56

Not enough data

Generative AI

AI Text Summarization

Not enough data

Not enough data

Self-Service Experience

Knowledge Base

8.0(won by default)

45

Not enough data

Searchable Articles

8.0(won by default)

41

Not enough data

Community Forums

Feature Not Available

Not enough data

Mobile Optimization

7.5(won by default)

6

Not enough data

Personalization

7.3(won by default)

10

Not enough data

Self-Service Platform

Branding

7.9(won by default)

8

Not enough data

Automation

7.1(won by default)

12

Not enough data

Artificial Intelligence

7.1(won by default)

7

Not enough data

Integrations

7.4(won by default)

9

Not enough data

Agentic AI - Customer Self-Service

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[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

8.3

67

7.5

112

Incident Management

Automate Ticket Routing

8.5(won by 0.3)

59

8.2

91

Ticket Prioritization

8.6(won by 0.3)

59

8.3

95

Ticket Notifications

8.7(won by 0.6)

61

8.1

99

Knowledge Base

8.0(won by 0.6)

51

7.4

88

Knowledge Base/Ticket Integration

8.2(won by 0.7)

48

7.5

82

Real-Time Notifications

Not enough data

Not enough data

Reporting

Dashboards

8.2(won by 0.6)

55

7.6

99

Time Tracking

8.2(won by 0.9)

41

7.3

78

Surveys

7.7(won by 0.8)

42

6.9

68

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

7.3(won by 1.2)

37

6.1

52

Self Service

8.7(won by 0.8)

62

7.9

92

Active Directory

8.5(won by 0.7)

57

7.8

79

Multi-Channel Access

8.5(won by 1.1)

48

7.4

53

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

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(won by default)

5

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

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

Reviews

Reviewers' Company Size

[![Hornbill Service Manager](https://images.g2crowd.com/uploads/product/hd_favicon/e5f6b9b47dd512528203d436e73855d7/hornbill-hornbill-service-manager.svg "Hornbill Service Manager")](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews)

Hornbill Service Manager

Small-Business(50 or fewer emp.)

3.7%

Mid-Market(51-1000 emp.)

38.2%

Enterprise(\> 1000 emp.)

58.1%

[![Ivanti Neurons for ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/c658869715604e5ad8f7f5c5b4660815/ivanti-neurons-for-itsm.svg "Ivanti Neurons for ITSM")](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews)

Ivanti Neurons for ITSM

Small-Business(50 or fewer emp.)

15.1%

Mid-Market(51-1000 emp.)

30.9%

Enterprise(\> 1000 emp.)

54.0%

Small-Business

(50 or fewer emp.)

3.7%

15.1%

Mid-Market

(51-1000 emp.)

38.2%

30.9%

Enterprise

(\> 1000 emp.)

58.1%

54.0%

Reviewers' Industry

[![Hornbill Service Manager](https://images.g2crowd.com/uploads/product/hd_favicon/e5f6b9b47dd512528203d436e73855d7/hornbill-hornbill-service-manager.svg "Hornbill Service Manager")](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews)
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%

Other

36.8%

[![Ivanti Neurons for ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/c658869715604e5ad8f7f5c5b4660815/ivanti-neurons-for-itsm.svg "Ivanti Neurons for ITSM")](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews)
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%

Other

56.5%

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