Freshservice vs Ivanti Neurons for Enterprise Service Management
Freshservice
freshworks.com
Ivanti Neurons for Enterprise Service Management
ivanti.comSide by side
| Figure | Freshservice | Ivanti Neurons for Enterprise Service Management |
|---|---|---|
| Price from | $19/mo | — |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 7 | 3 |
| Spec score · Enterprise Service Management Software | 9.1 (#1) | 8.6 (#6) |
| Change management | Change management assesses service impact and risks using contextual data before rollout. | Change management tracks and monitors changes and transitions. |
| Company size | LinkedIn lists Freshworks in the 1,001–5,000 employee range. | LinkedIn lists Ivanti as privately held with 1,001–5,000 employees and headquarters in South Jordan, Utah. |
| Compliance | The pricing comparison lists GDPR and SOC 2 among the security features included across the four plans. | Ivanti lists SOC 2, ISO/IEC 27001 and FedRAMP among the security and compliance frameworks discussed on its security page. |
| Documentation | The support knowledge base includes solution articles for configuring modules such as Knowledge Base, and the developer site provides an A-to-Z app-development guide. | Ivanti publishes administrator, self-service, release-note, secure-configuration, installation, system-requirement and web-service documentation. |
| Incident management | The product can auto-route incidents, provide AI assistance and generate incident reports. | The product tracks and manages service incidents, including automated routing and prioritization. |
| Integrations | Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps. | Ivanti Neurons iPaaS offers more than 1,000 connectors, including Teams, SAP, Jira, Slack, Salesforce, Workday, GitHub and Active Directory. |
| IT asset management | The product describes asset lifecycle management, discovery across on-premises, cloud, and hybrid environments, and a continuously updated CMDB. | IT asset management covers hardware and software lifecycle visibility and optimization. |
| Licence | Freshservice is proprietary commercial software; its Android app separately discloses third-party open-source components and their licences. | The product is commercially licensed by subscription per analyst and asset; no open-source licence is stated. |
| Problem management | Problem management links incidents and uses timeline-based root-cause analysis with AI insights. | Problem management identifies underlying incident causes and helps prevent recurrence. |
| Purpose | Freshservice is an AI-powered IT management solution designed to simplify employee experiences. | Ivanti positions ESM as service management that extends ITSM workflows across departments such as HR, facilities, security and more. |
| Rating on Capterra | 4.5 out of 5 from 805 reviews | 3.9 out of 5 from 15 reviews |
| Rating on G2 | 4.6 out of 5 from 1,320 reviews | 4.0 out of 5 from 323 reviews |
| Rating on Gartner Peer Insights | 4.4 out of 5 from 1,219 ratings | 4.1 out of 5 from 328 ratings |
| Rating on Google Play | 4.2 out of 5 from 5.14K reviews | 1.8 out of 5 from 102 reviews |
Plans
Freshservice
- Starter$19 a month
- Growth$49 a month
- Pro$99 a month
- Starter$19 a month
- Growth$49 a month
- Pro$99 a month
- EnterprisePriced on request
Ivanti Neurons for Enterprise Service Management
- Enterprise Service Management (ESM)Priced on request
- Ivanti Neurons for ITSMPriced on request
- Ivanti Neurons for ITSM (UK G-Cloud listing)Price not published
In their own words
Freshservice
Freshservice is an IT management service for employee service and IT operations. Its service desk covers incident, change and problem management, service catalogs, knowledge management and SLA policies. IT asset management includes asset lifecycle management, discovery across on-premises, cloud and hybrid environments, and a continuously updated CMDB. Operations features include alert and on-call management, major incident management, service health monitoring and a status page. Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends. Freshworks Marketplace lists more than 1,000 integrations, including Microsoft Teams, Slack, TeamViewer, Jira and Azure AD. Freshservice offers web access, iOS and Android apps, and RESTful API access; API rate limits vary by plan from 100 to 500 calls per minute. Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. GDPR and SOC 2 are listed across the four plans. Annual billing starts at $19 a month, and a 14-day trial is offered without a credit card.
Ivanti Neurons for Enterprise Service Management
Ivanti Neurons for Enterprise Service Management extends service-management workflows beyond IT into areas such as HR, facilities, security, and other departments. The package includes ITSM, IT asset management, asset discovery, Analyst AI Assist, and the Neurons Platform, with additional modules for HR and facilities service management, governance, risk and compliance, project portfolio management, and security operations. Analyst AI Assist can correlate incidents, classify and summarize tickets, translate, assist with writing, generate knowledge, and create dashboard widgets. Its Self-Service AI Agent handles natural-language requests and troubleshooting, with agents able to plan, orchestrate, and execute tasks. Ivanti says its ITSM module is built around 11 ITIL 4-certified practices. The low-code/no-code iPaaS, powered by Workato, offers more than 1,000 connectors and templates with two-way workflows. The solution supports Android, iOS, web, and API, with mobile access through an app. It is aimed at enterprises extending service management across the organization. Pricing is available by contacting sales.