# Ivanti Neurons for ITSM vs SolarWinds Web Help Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Ivanti Neurons for ITSM excels in automation and AI-driven capabilities, which significantly streamline incident and change management processes. Users appreciate how it reduces manual work through intelligent workflows, making IT operations more efficient.
- **Users say** that SolarWinds Web Help Desk is particularly strong in managing day-to-day support operations from a single platform. Reviewers highlight the effectiveness of automation rules and ticket workflows that save time by automatically assigning and updating tickets, which enhances overall productivity.
- **According to verified reviews** , Ivanti Neurons for ITSM has a higher overall satisfaction score, indicating that users feel more positively about their experience with the software. Many users mention its user-friendly interface, which simplifies the process of logging customer tickets and managing IT needs.
- **Reviewers mention** that while SolarWinds Web Help Desk is easy to set up and use, it may not offer the same level of advanced features as Ivanti Neurons for ITSM. Users appreciate the straightforward nature of SolarWinds, but some feel it lacks the depth of automation and customization found in Ivanti's offering.
- **G2 reviewers highlight** that Ivanti Neurons for ITSM is particularly beneficial for larger enterprises, with a significant portion of its user base coming from this segment. This focus on enterprise needs allows for more robust features tailored to complex IT environments, which some mid-market users of SolarWinds may find lacking.
- **Users report** that while both products have their strengths, SolarWinds Web Help Desk shines in ease of administration and setup, with many users finding it straightforward to implement and manage. This can be a crucial factor for smaller teams or organizations looking for a quick and efficient solution.



| | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Star Rating** | 4.0 out of 5 | 3.9 out of 5 | 
| **Total Reviews** | 283 | 60 | 
| **Largest Market Segment** | Enterprise (54.5% of reviews) | Mid-Market (61.0% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Ivanti Neurons for ITSM

Pros:
- Customer Support (1 reviews)
- Customizability (1 reviews)

Cons:
- Clunky Interface (1 reviews)
- Compatibility Issues (1 reviews)

### SolarWinds Web Help Desk

Pros:
- Ease of Use (1 reviews)

Cons:
- Feature Issues (1 reviews)
- Missing Features (1 reviews)

---
## Ratings Comparison
| Rating | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
  | **Meets Requirements** | 8.3 (215 reviews) | 8.4 (54 reviews) | 
  | **Ease of Use** | 7.7 (242 reviews) | 7.9 (54 reviews) | 
  | **Ease of Setup** | 6.9 (190 reviews) | 8.2 (34 reviews) | 
  | **Ease of Admin** | 7.4 (131 reviews) | 8.6 (35 reviews) | 
  | **Quality of Support** | 7.8 (200 reviews) | 8.0 (44 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.0 (128 reviews) | 8.1 (31 reviews) | 
  | **Product Direction (% positive)** | 7.9 (205 reviews) | 6.1 (51 reviews) | 

---
## Pricing

### Ivanti Neurons for ITSM

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### SolarWinds Web Help Desk

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Ivanti Neurons for ITSM** | 8.2/10 | 143 |
| **SolarWinds Web Help Desk** | 8.9/10 | 10 |

#### Administration

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Change Management** | 8.1 (67 reviews) ✓ Verified | 8.3 (8 reviews) ✓ Verified | 
| **Asset Management** | 7.8 (69 reviews) ✓ Verified | 9.0 (8 reviews) ✓ Verified | 
| **Reports & Analytics** | 7.4 (81 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 

#### Service Desk

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Help Desk** | 8.8 (94 reviews) ✓ Verified | 9.3 (10 reviews) ✓ Verified | 
| **Incident Reports** | 8.2 (71 reviews) ✓ Verified | 9.3 (9 reviews) ✓ Verified | 
| **Process Workflow** | 8.3 (101 reviews) ✓ Verified | 9.0 (10 reviews) ✓ Verified | 

#### Management

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Reporting** | 7.8 (37 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | 
| **Administration Console** | 6.4 (28 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | 
| **Access Management** | 7.8 (17 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **Asset Management** | 8.6 (33 reviews) ✓ Verified | 8.0 (5 reviews) ✓ Verified | 
| **Policy Dictation** | 7.3 (22 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Ticketing System** | 9.5 (49 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | 
| **Performance Logging** | 7.1 (16 reviews) ✓ Verified | 8.6 (6 reviews) | 
| **Alerting** | 7.3 (17 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **Automation** | 9.1 (55 reviews) ✓ Verified | 9.3 (5 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Autonomous Task Execution** | 9.8 (14 reviews) | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | 8.1 (28 reviews) | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | 9.4 (12 reviews) | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Ivanti Neurons for ITSM** | N/A | N/A |
| **SolarWinds Web Help Desk** | 8.8/10 | 10 |

#### Monitoring

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Constant Monitoring** | Not enough data | Feature Not Available | 
| **Timely Alerts** | Not enough data | 8.7 (9 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 8.8 (10 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | Not enough data | 

#### Management Tools

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 8.8 (10 reviews) ✓ Verified | 
| **Standardization** | Not enough data | Feature Not Available | 
| **Lifecycle Visualization** | Not enough data | 8.7 (10 reviews) ✓ Verified | 

#### Generative AI

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help 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 | 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 |
|---|---|---|
| **Ivanti Neurons for ITSM** | 7.5/10 | 111 |
| **SolarWinds Web Help Desk** | 7.5/10 | 37 |

#### Incident Management

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Automate Ticket Routing** | 8.2 (90 reviews) | 8.7 (31 reviews) | 
| **Ticket Prioritization** | 8.3 (94 reviews) | 8.7 (33 reviews) | 
| **Ticket Notifications** | 8.1 (98 reviews) | 9.1 (34 reviews) | 
| **Knowledge Base** | 7.4 (87 reviews) | 7.0 (29 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.5 (82 reviews) | 7.1 (30 reviews) | 

#### Reporting

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Dashboards** | 7.6 (99 reviews) | 7.3 (31 reviews) | 
| **Time Tracking** | 7.3 (78 reviews) | 7.4 (28 reviews) | 
| **Surveys** | 6.9 (68 reviews) | 6.9 (24 reviews) | 

#### Access & Usability

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Mobile** | 6.1 (52 reviews) | 5.0 (25 reviews) | 
| **Self Service** | 7.9 (92 reviews) | 7.6 (33 reviews) | 
| **Active Directory** | 7.8 (79 reviews) | 8.6 (33 reviews) | 
| **Multi-Channel Access** | 7.4 (53 reviews) | 7.1 (25 reviews) | 

#### Agentic AI - Service Desk

| Feature | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | 7.3 (5 reviews) | 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 | 

---
## 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 SolarWinds Web Help Desk (1):** [Incident Management Software](https://www.g2.com/categories/incident-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Ivanti Neurons for ITSM | SolarWinds Web Help Desk | 
|---|---|---|
| **Small-Business** | 14.6% | 16.9% | 
| **Mid-Market** | 31.0% | 61.0% | 
| **Enterprise** | 54.5% | 22.0% | 

### By Industry

#### Ivanti Neurons for ITSM

- **Information Technology and Services:** 16.3%
- **Hospital & Health Care:** 7.5%
- **Government Administration:** 6.7%
- **Computer Software:** 6.3%
- **Higher Education:** 5.6%
- **Education Management:** 5.6%
- **Banking:** 4.0%
- **Retail:** 3.2%
- **Staffing and Recruiting:** 2.8%
- **Transportation/Trucking/Railroad:** 2.8%
- **Other:** 39.3%

#### SolarWinds Web Help Desk

- **Information Technology and Services:** 25.4%
- **Education Management:** 18.6%
- **Higher Education:** 6.8%
- **Hospital & Health Care:** 6.8%
- **Banking:** 3.4%
- **Biotechnology:** 3.4%
- **Consumer Electronics:** 3.4%
- **Food Production:** 3.4%
- **Government Administration:** 3.4%
- **Primary/Secondary Education:** 3.4%
- **Other:** 22.0%

---
## Alternatives

### Alternatives to Ivanti Neurons for ITSM

- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1910 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 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 (752 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)

### Alternatives to SolarWinds Web Help Desk

- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1910 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4929 reviews)
- [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (469 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (970 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (583 reviews)

---
## Top Discussions

### Ivanti Neurons for ITSM

No discussions available for this product.

### SolarWinds Web Help Desk

- Title: [Are they ever going to fix the issue with opening new tabs and it updating a different ticket?](https://www.g2.com/discussions/are-they-ever-going-to-fix-the-issue-with-opening-new-tabs-and-it-updating-a-different-ticket) — 1 comment, 1 upvote
  > **Top comment:** "I don't think that will happen in near future.
We have the same issue and got in touch with SolarWinds developers multiple times.
They are hardly any good..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/ivanti-neurons-for-itsm-vs-solarwinds-web-help-desk)