HEAD TO HEAD
Freshservice or Ivanti Neurons for ITSM: which ITSM platform fits your team?
IN SHORT
Freshservice documents free plan or trial, published price and IT asset management where Ivanti Neurons for ITSM does not; Ivanti Neurons for ITSM documents AI triage and routing and self-managed option where Freshservice does not. They match on 7 of 13 capabilities. Which matters more depends on your answers in the finder.
By The Ticket Desk · ITSM Compared · Published 2026-10-11
Desk research from public vendor pages, pricing pages and G2 pages read on 27 September and 11 October 2026. Profiles follow our published method; we did not test the products.
How do Freshservice and Ivanti Neurons for ITSM compare capability by capability?
| Capability | Freshservice | Ivanti Neurons for ITSM | Differs |
|---|---|---|---|
| Free plan or trial | Documented 14-day trial with all features. Source: Freshservice pricing · Read 11 Oct 2026 | Not in our sources Not described on the pages we read. | Differs |
| Published price | Documented Starter $19, Growth $49, Pro $99 per agent a month, annual. Source: Freshservice pricing · Read 27 Sep 2026 | Not in our sources No public price; Contact Sales. Source: Ivanti Neurons for ITSM · Read 11 Oct 2026 | Differs |
| Self-service portal or catalog | Documented Service catalog and SLA management from Growth. Source: Freshservice pricing · Read 27 Sep 2026 | Documented Self-service portals. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 | Same |
| AI triage and routing | Partly Freddy AI routes issues to the right agent, described in a general service context. Source: Freshworks Freddy AI · Read 27 Sep 2026 | Documented Automatically classifies and routes tickets. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 | Differs |
| AI agents | Documented Freddy AI Agent Studio for building AI agents. Source: Freshservice product page · Read 27 Sep 2026 | Documented Agentic AI and a virtual agent. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 | Same |
| Configuration tools for non-specialists | Partly Agent Studio for agents; workflow configuration for non-specialists is not described. Source: Freshservice product page · Read 27 Sep 2026 | Not in our sources Not described on the pages we read. | Differs |
| Departments beyond IT | Documented Freshservice for Business Teams: HR, finance, facilities, legal. Source: Freshservice for Business Teams · Read 11 Oct 2026 | Documented HR and facilities service management. Source: Ivanti Neurons for ITSM · Read 11 Oct 2026 | Same |
| Incident management | Documented Incident management from Starter. Source: Freshservice pricing · Read 27 Sep 2026 | Documented Certified ITIL 4 practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 | Same |
| Problem management | Documented On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026 | Documented Certified ITIL 4 practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 | Same |
| Change management | Documented On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026 | Documented Certified ITIL 4 practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 | Same |
| CMDB | Documented CMDB built by agentless discovery. Source: Freshservice IT asset management · Read 27 Sep 2026 | Documented Configuration management is a certified practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 | Same |
| IT asset management | Documented IT asset management with agentless discovery; asset units in packs of 500. Source: Freshservice IT asset management · Read 27 Sep 2026 | Not in our sources Not described on the pages we read. | Differs |
| Self-managed option | Not in our sources Not described on the pages we read. | Documented Cloud, on-premises or hybrid. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 | Differs |
Which rollout milestones does each put on the entry plan?
- On the entry plan
- On a higher plan or as a paid add-on
- Documented, plan not stated
- Not documented on the pages we read
Freshservice
Ivanti Neurons for ITSM
Freshservice has 2 milestones on its entry plan; Ivanti Neurons for ITSM has 0.
What do Freshservice and Ivanti Neurons for ITSM cost?
Freshservice
| Plan | Price |
|---|---|
| Starter | $19 per agent/month, billed annually |
| Growth | $49 per agent/month |
| Pro | $99 per agent/month |
| Enterprise | Not published |
| Add-on Freddy AI Copilot | $29 per agent/month |
| Trial | 14 days |
Source: Freshservice pricing · Read 27 Sep 2026
Ivanti Neurons for ITSM
| Plan | Price |
|---|---|
| All plans | Not published |
Source: Ivanti Neurons for ITSM · Read 27 Sep 2026
When does Freshservice fit, and when Ivanti Neurons for ITSM?
Consider Freshservice if
IT teams that want certified ITIL practices and published prices, with a route for business teams later.
Certified ITIL practice coverage and a discovery-fed CMDB at published prices.
Watch for: Problem and change management need Pro at $99 per agent a month, and the Freddy AI Copilot is a $29 add-on.
Consider Ivanti Neurons for ITSM if
Organisations that must run ITSM on-premises or hybrid with certified ITIL practices.
Certified ITIL 4 practice breadth, including configuration management.
Watch for: No public price or trial.
Questions readers ask
Is Freshservice or Ivanti Neurons for ITSM better for a mid-market IT team?
Neither in general. Freshservice documents free plan or trial, published price and IT asset management; Ivanti Neurons for ITSM documents AI triage and routing and self-managed option. Answer the ITSM fit finder to see which matches your team.
Which is cheaper, Freshservice or Ivanti Neurons for ITSM?
Freshservice starts at $19 per agent per month (Starter, billed annually); Ivanti Neurons for ITSM does not publish a price. Compare plans at your team size in the ITSM cost calculator.
Do Freshservice and Ivanti Neurons for ITSM cover change management and a CMDB?
Freshservice: Yes, on Pro and Enterprise. Problem, change and release management start on Pro at $99 per agent a month, and agentless discovery feeds a CMDB. Ivanti Neurons for ITSM: Yes. Change, problem and configuration management are among its 14 ITIL 4-certified practices.