# Ivanti Neurons for ITSM vs Spiceworks Cloud 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, problem, and change management. Users appreciate how it reduces manual work through intelligent workflows, making IT processes more efficient.
- **Users say** that Spiceworks Cloud Help Desk stands out for its **ease of use** and free access, making it an attractive option for smaller teams. The platform's efficient ticket submission and tracking features, along with a supportive community, enhance the overall user experience.
- **Reviewers mention** that while Ivanti Neurons for ITSM offers robust features, some users find challenges with its setup process. The feedback highlights that the implementation can be complex compared to Spiceworks, which is noted for its straightforward integration and user-friendly onboarding.
- **According to verified reviews** , Spiceworks Cloud Help Desk receives high marks for its **collaboration features** and reporting capabilities. Users find the ability to create knowledge base articles and set ticket priorities particularly useful for managing support tickets effectively.
- **G2 reviewers indicate** that Ivanti Neurons for ITSM has a strong focus on enterprise needs, but this may not align with the requirements of mid-market users. In contrast, Spiceworks is tailored more towards mid-market companies, which is reflected in its higher satisfaction ratings from that segment.
- **Users highlight** that while Ivanti Neurons for ITSM provides a comprehensive solution, it may not be as accessible for smaller teams due to its pricing structure. Spiceworks, being free, offers a significant advantage for budget-conscious organizations looking for effective help desk solutions.



| | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Star Rating** | 4.0 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 277 | 311 | 
| **Largest Market Segment** | Enterprise (55.5% of reviews) | Mid-Market (65.8% of reviews) | 
| **Entry Level Price** | No pricing available | Free | 

---
## Top Pros & Cons

### Ivanti Neurons for ITSM

Pros:
- Customization (3 reviews)
- Integrations (3 reviews)

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

### Spiceworks Cloud Help Desk

Pros:
- Collaboration (1 reviews)
- Communication Efficiency (1 reviews)

Cons:
- Connectivity Issues (1 reviews)
- Integration Issues (1 reviews)

---
## Ratings Comparison
| Rating | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
  | **Meets Requirements** | 8.3 (214 reviews) | 8.6 (286 reviews) | 
  | **Ease of Use** | 7.7 (239 reviews) | 8.7 (287 reviews) | 
  | **Ease of Setup** | 6.9 (189 reviews) | 8.7 (215 reviews) | 
  | **Ease of Admin** | 7.3 (130 reviews) | 8.8 (217 reviews) | 
  | **Quality of Support** | 7.7 (197 reviews) | 8.4 (235 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.0 (127 reviews) | 8.9 (176 reviews) | 
  | **Product Direction (% positive)** | 7.9 (204 reviews) | 8.1 (286 reviews) | 

---
## Pricing

### Ivanti Neurons for ITSM

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Spiceworks Cloud Help Desk

#### Entry-Level Pricing

Plan: Spiceworks Hosts It

Price: Free

Description: Hosted hassle-free in the cloud.
No installation and no hardware.


[Browse all 2 editions](https://www.g2.com/products/spiceworks-cloud-help-desk/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Ivanti Neurons for ITSM** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | 8.1/10 | 13 |

#### Ticket and Case Management

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.2 (13 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.3 (13 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.8 (11 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.3 (10 reviews) | 
| **SLA Management** | Not enough data | 8.8 (7 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.8 (11 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.1 (12 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 9.0 (8 reviews) ✓ Verified | 

#### Generative AI

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

#### Agentic AI - Help Desk

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.3 (12 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 9.3 (12 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 7.5 (6 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 6.0 (5 reviews) | 
| **Voice** | Not enough data | Feature Not Available | 

#### Platform

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Mobile User Support** | Not enough data | 5.8 (8 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 7.4 (9 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 9.2 (10 reviews) ✓ Verified | 
| **Integration** | Not enough data | 7.5 (8 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.3 (9 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.0 (11 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Ivanti Neurons for ITSM** | 8.1/10 | 141 |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Administration

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Change Management** | 8.2 (66 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 7.7 (68 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 7.4 (79 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Help Desk** | 8.7 (92 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 8.2 (71 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.3 (99 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Reporting** | 7.9 (35 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 6.5 (27 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 7.7 (16 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.6 (32 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 7.3 (22 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Ticketing System** | 9.4 (47 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 7.1 (16 reviews) ✓ Verified | Not enough data | 
| **Alerting** | 7.1 (16 reviews) ✓ Verified | Not enough data | 
| **Automation** | 9.1 (54 reviews) ✓ Verified | Not enough data | 

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

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Autonomous Task Execution** | 9.8 (14 reviews) | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | 8.2 (27 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 (11 reviews) | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Ivanti Neurons for ITSM** | 7.5/10 | 110 |
| **Spiceworks Cloud Help Desk** | 8.6/10 | 140 |

#### Incident Management

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Automate Ticket Routing** | 8.2 (89 reviews) | Feature Not Available | 
| **Ticket Prioritization** | 8.3 (94 reviews) | 8.8 (125 reviews) | 
| **Ticket Notifications** | 8.1 (98 reviews) | 9.3 (131 reviews) | 
| **Knowledge Base** | 7.4 (87 reviews) | 8.2 (113 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.5 (82 reviews) | 8.2 (102 reviews) | 

#### Reporting

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Dashboards** | 7.6 (99 reviews) | 8.6 (127 reviews) | 
| **Time Tracking** | 7.3 (78 reviews) | 8.4 (107 reviews) | 
| **Surveys** | 6.9 (68 reviews) | Feature Not Available | 

#### Access & Usability

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Mobile** | 6.1 (52 reviews) | 8.1 (98 reviews) | 
| **Self Service** | 7.9 (92 reviews) | 8.9 (106 reviews) | 
| **Active Directory** | 7.8 (79 reviews) | 8.9 (89 reviews) | 
| **Multi-Channel Access** | 7.4 (53 reviews) | Feature Not Available | 

#### Agentic AI - Service Desk

| Feature | Ivanti Neurons for ITSM | Spiceworks Cloud 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 (1):** [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Ivanti Neurons for ITSM (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)

**Unique to Spiceworks Cloud Help Desk (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | Ivanti Neurons for ITSM | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Small-Business** | 13.7% | 22.1% | 
| **Mid-Market** | 30.8% | 65.8% | 
| **Enterprise** | 55.5% | 12.1% | 

### By Industry

#### Ivanti Neurons for ITSM

- **Information Technology and Services:** 16.9%
- **Hospital & Health Care:** 7.2%
- **Government Administration:** 6.8%
- **Computer Software:** 6.4%
- **Higher Education:** 5.6%
- **Education Management:** 5.6%
- **Banking:** 4.0%
- **Retail:** 3.2%
- **Transportation/Trucking/Railroad:** 2.8%
- **Staffing and Recruiting:** 2.8%
- **Other:** 38.6%

#### Spiceworks Cloud Help Desk

- **Information Technology and Services:** 17.9%
- **Education Management:** 8.5%
- **Higher Education:** 4.9%
- **Hospital & Health Care:** 4.6%
- **Computer Software:** 2.6%
- **Consumer Goods:** 2.3%
- **Marketing and Advertising:** 2.3%
- **Retail:** 2.3%
- **Primary/Secondary Education:** 2.0%
- **Non-Profit Organization Management:** 2.0%
- **Other:** 50.8%

---
## 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 (1896 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 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 (294 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 (48 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 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 Spiceworks Cloud Help Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1214 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [GLPI](https://www.g2.com/products/glpi/reviews) — 4.5/5 stars (42 reviews)

---
## Top Discussions

### Ivanti Neurons for ITSM

No discussions available for this product.

### Spiceworks Cloud Help Desk

- Title: [I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?](https://www.g2.com/discussions/remote-management) — 4 comments, 1 upvote
  > **Top comment:** "Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote..."
- Title: [What is Spiceworks Cloud Help Desk used for?](https://www.g2.com/discussions/what-is-spiceworks-cloud-help-desk-used-for) — 1 comment
  > **Top comment:** "It can be used as your IT helpdesk or HR helpdesk even for your employees or maybe a space where you can gather the feedback from employees "

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