TOPdesk vs Ivanti: which ITSM solution best fits your needs?

Looking for the right ITSM software and debating between Ivanti vs TOPdesk? You’re not alone. In this article, we’ll break down the key differences between Ivanti Neurons for ITSM and TOPdesk so you can decide which solution is the best fit for your organization.

In short: Ivanti Neurons for ITSM offers extensive customization for large organizations, making it ideal for specific ITSM needs but requiring a more technical approach and longer setup time. TOPdesk, on the other hand, is a plug-and-play ITSM solution, fully ITIL-aligned, with a focus on user-friendliness and quick implementation.

What is Ivanti Neurons for ITSM?

Ivanti Neurons for ITSM is Ivanti’s cloud-based platform for internal support, and the company’s flagship IT service management solution. Part of a broader portfolio of acquired products, it is designed to help large organizations with complex IT environments improve IT service delivery.

Key Ivanti Neurons for ITSM features

Highly customizable: Ivanti Neurons for ITSM offers extensive flexibility, allowing organizations to tailor the platform precisely to their internal processes and requirements. This makes it well-suited for companies with highly specific or complex ITSM needs.

Flexible deployment options: Ivanti Neurons supports both cloud and on-premises deployments, helping large organizations adapt the platform to fit into their existing IT infrastructure.

What is TOPdesk?

TOPdesk's ITSM software is built on more than 30 years of experience and ITSM best practices. Although it's an out-of-the-box ITSM tool, it's flexible enough to personalize to your specific needs. It offers a wide range of features, such as Incident Management, IT Change Management and IT Asset Management, over 100 integration options and local in-house support.

Key TOPdesk features

Customizable without coding: The tool is easy to tweak so organizations can tailor the solution to their specific needs themselves – no coding or extra consultancy hours required. Easily add features, including add-ons and integrations, as you need to and get rid of what you don’t.

Local in-house support and consultancy: TOPdesk offers local support and consultancy for a better user experience. Our team of in-house experts supports our customers every step of the way to make sure they get the most out of the tool.

Ivanti vs TOPdesk: key differences

Vendor focus

When choosing an ITSM solution, it’s not just about features alone – it’s also about who’s behind the product. A vendor’s core focus plays a major role in how confident you can be in the solution long-term.

Ivanti: portfolio of acquired tools

Ivanti is a broad software vendor with a portfolio of acquired tools, many of which have been merged, rebranded, or phased out. Ivanti Neurons for ITSM is one of many offerings and inherits some of that instability. For example, after acquiring Cherwell (another ITSM tool), Ivanti abruptly announced its end-of-life, leaving many customers in limbo.

TOPdesk: focused product

TOPdesk is entirely focused on service management – and has been for over 30 years. It’s not just one product in a massive portfolio; it’s the only product. This dedicated focus means continuous investment, deep expertise, and a stable roadmap you can count on. All development is done in-house, and the platform evolves based on direct customer feedback. The result? High platform reliability, a consistent user experience, and clear expectations from the get-go.

Setup and implementation

One of the biggest differences between Ivanti vs TOPdesk lies in how quickly and easily your team can get up and running.

Ivanti Neurons for ITSM: highly customizable

Ivanti tends to require significantly more time and technical effort to configure. While it offers a high degree of customization, that flexibility comes with complexity. Ivanti’s setup often involves development work, and many features can’t be used out of the box. It’s not unusual for organizations to rely on external consultants or in-house developers to get the system up to speed. As a G2 review noted:

Ivanti Neurons for ITSM can be very difficult to set up and requires external support to configure it exactly how you want.

TOPdesk: out-of-the-box ITSM

TOPdesk is known for its plug-and-play setup. The platform is built around ITIL-aligned best practices, with pre-built modules that allow organizations to hit the ground running. You don’t need to write code or hire external developers to tailor the system to your needs: most configurations can be done directly by operators and technicians, right in the interface. This saves both time and money during implementation and reduces the risk of long delays or missed milestones.

ITIL-based IT service management

When it comes to ITSM, following ITIL best practices is essential for consistent, efficient service delivery. Let’s take a look at how Ivanti vs TOPdesk approach key ITIL processes like Change Management, Problem Management, and the broader service delivery lifecycle.

Ivanti Neurons for ITSM: ITIL alignment may require manual setup

Ivanti offers a lot of flexibility, but much of the ITIL framework has to be manually set up in the tool. Its Change Management module, for example, requires significant customization before it aligns with best practices. Likewise, Problem Management is available, but often needs to be manually configured, slowing down the time to value. While Ivanti can support a full service delivery lifecycle, the platform usually needs additional development and technical resources to match the out-of-the-box functionality of tools like TOPdesk.

TOPdesk: ITIL-aligned from the get-go

TOPdesk is built with ITIL-aligned processes at its core. Every major ITSM function comes pre-configured, so teams can start working with standardized workflows immediately. Change Management, for example, is fully mapped out, including planning, approval, implementation, and evaluation. Problem Management is also ready to use, making it easy to identify root causes and prevent repeat incidents. TOPdesk’s focus on best practices ensures that every stage of the service delivery lifecycle is clearly defined and supported.

Integrations

When evaluating Ivanti vs TOPdesk, it’s important to consider how well each platform integrates with your existing environment.

Ivanti Neurons for ITSM: integrations require customization

Ivanti Neurons has faced some challenges with integrations, especially when it comes to Active Directory/Entra. In addition, Ivanti’s approach to integrations can often require significant customization. This lack of out-of-the-box integration can lead to inefficiencies and longer implementation timelines.

TOPdesk: pre-built integrations

TOPdesk takes a simpler approach to integrations. With over 100 pre-built integrations, the platform is designed to connect easily with other tools used across departments, including your IT asset management, HR systems, and more. Integration with Active Directory, Entra, and other common systems is straightforward and typically requires no extensive custom development or additional consultancy. TOPdesk is built to help organizations seamlessly integrate with the tools they already use, cutting down setup time and ensuring smoother data flow across systems from day one.

Ivanti vs TOPdesk: which tool should you choose?

When choosing between Ivanti vs TOPdesk, it comes down to your business priorities.

Choose Ivanti Neurons for ITSM if:

• You want a custom-fit solution for your organization’s very specific ITSM needs.
• You have a technical team and the resources for deep customization.
• You have a flexible schedule and can handle a lengthy and resource-intensive implementation process.

Choose TOPdesk if:

• You need a solution that’s quick to set up and easy to use.
• You value ease of customization without technical complexity.
• You need a solution that's strongly aligned with ITIL processes.

How other ITSM vendors compare

Still evaluating options? See how TOPdesk stacks up against other ITSM solutions:

• TOPdesk vs ServiceNow
• TOPdesk vs Freshservice
• TOPdesk vs Jira
• TOPdesk vs Zendesk
• TOPdesk as a ManageEngine alternative
• TOPdesk as an Omnitracker alternative

Final thoughts on Ivanti vs TOPdesk

The Ivanti vs TOPdesk debate boils down to complexity versus clarity.

Ivanti Neurons for ITSM offers extensive customization, but it can be weighed down by integration challenges and a long time to value. It’s a good fit for organizations with the time and resources to build from the ground up.

TOPdesk, on the other hand, is made for teams who need an easy-to-use ITSM solution that’s ready out of the box. With pre-built ITIL workflows, it’s a futureproof choice for modern service teams.

Still unsure? Visit TOPdesk's ITSM software page to learn more about how TOPdesk can meet your organization’s IT needs.