Ivanti: What European buyers should know
We often work with organizations that choose Matrix42 over Ivanti for service management when evaluating replacement options or new implementations. We've compiled insights from organizations that evaluated both platforms.
Experiences from the field
Every business weighs different factors when selecting ITSM, ESM, or software asset management solutions. We recommend evaluating your requirements against current service management standards.
Ivanti - a US-based ITSM platform provider
Ivanti Neurons for ITSM is a cloud-based IT service management platform that combines service desk capabilities with endpoint management and security features. Ivanti positions the platform for organizations seeking integrated IT asset management and service delivery.
The platform provides incident management, change management, problem management, asset management, and service catalog capabilities. Ivanti Neurons includes automation features for ticket routing, self-healing remediation, and proactive issue detection. The platform integrates with Ivanti's endpoint management and security tools.
Key features include a self-service portal, workflow automation, SLA management, and knowledge management. The platform uses AI-powered virtual agents for initial ticket triage and resolution.
Pricing follows an enterprise licensing model based on needs and module selection. Ivanti offers both cloud and on-premise deployment.
The Ivanti trademark is owned by Ivanti, Inc.
Gartner Peer Insights ratings
Ivanti Neurons for ITSM received ratings across Gartner Peer Insights 2025 categories that reflect its market positioning.
The platform scores 4.3 for overall rating, 4.3 for ease of evaluation and contracting, 4.1 for integration and deployment, and 4.1 for service and support. The range for scores is 1 to 5.
These ratings represent feedback from organizations operating Ivanti Neurons for ITSM in various contexts.
Ratings as of November 2025
European buyers should consider specific aspects
Putting it all together for a busy reader
| Matrix42 | Ivanti | |
|---|---|---|
| Headquarters | ✅ Frankfurt, Germany Matrix42 operates under EU corporate law and jurisdiction | South Jordan, Utah, USA |
| Deployment Model | ✅ Multiple On-premises, private cloud, managed cloud, and SaaS options | Cloud and on-premise options available. |
| Data location control | ✅ Data can reside entirely on customer-controlled infrastructure with on-premises deployment | Data residency options vary by deployment; cloud customers subject to Ivanti infrastructure choices |
| Legal Framework for Data Access | ✅ EU-based company subject primarily to EU law; on-premises deployment eliminates third-party data access vectors | Subject to US CLOUD Act, FISA, and potential US government data requests; recent security incidents raise additional data protection considerations. |
| Pricing model | ✅ Clear, predictable pricing model with straightforward licensing | Enterprise licensing model with multiple modules and product lines |
| Implementation speed and complexity | ✅ Fast and straightforward implementation with clear deployment paths | Pursuing integrated approach with endpoint management can extend timelines |
| Product roadmap | ✅ Clear, focused product strategy with consistent platform evolution | Product roadmap affected by acquisition integration priorities |
| Market focus | ✅ Strong European presence with local teams, references, and market understanding | US-centric go-to-market with European presence especially in UK and German-speaking region. |
Data sovereignty and jurisdiction
Ivanti operates as a US-based company subject to US legal frameworks including the CLOUD Act and FISA. European organizations with strict data sovereignty requirements should evaluate how Ivanti's cloud deployment options address data residency needs and whether the on-premise option provides sufficient control for their regulatory obligations.
Organizations should clarify data processing locations, support access requirements, and legal frameworks that govern their data when operated on Ivanti infrastructure.
Platform architecture and integration
Ivanti's current platform reflects its growth through acquisitions. The company acquired Heat Software (2017), Cherwell (2021), MobileIron (2020), Pulse Secure (2020), and RES Software (2016), among others. Organizations should evaluate how this acquisition-driven architecture affects product integration, upgrade paths, and long-term platform consistency.
Multiple product lines with similar capabilities (Ivanti Service Manager, Ivanti Neurons, Cherwell Service Management) can create additional needs for clarification during evaluation and implementation. Buyers should verify which product variant is being proposed and understand the integration requirements between Ivanti components.
Pricing and licensing
Enterprise licensing model can present challenges for budget planning and cost predictability. If pricing structure varies by module selection, with overlapping capabilities across product lines, it may require careful analysis to avoid redundant licensing.
Organizations should request detailed pricing breakdowns, clarify total cost of ownership including required modules, and understand how pricing changes with organizational growth or additional capability requirements.
Product roadmap and strategic direction
Organizations making multi-year platform commitments should evaluate Ivanti's product strategy and roadmap. An acquisition-driven product portfolio may require ongoing rationalization.
Buyers should understand which products are receiving active development investment, which may be deprecated or consolidated, and how their selected platform fits into Ivanti's long-term strategy.
Implementation complexity
Achieving integrated IT asset management and service delivery can require significant implementation effort. Organizations should evaluate whether the integration between service management, endpoint management, and security tools aligns with their implementation capacity and timeline requirements.
The platform's configuration approach and workflow automation capabilities require technical expertise. Organizations should assess internal team capabilities or factor in consulting costs for successful deployment.
European market presence and support
Ivanti's primary market focus remains North America. European organizations should evaluate local support capabilities, regional reference customers, understanding of European regulatory requirements, and availability of local language support. Some vendors' ability to provide responsive support aligned with European time zones and business practices vary by region.
Extension and customization requirements
Sometimes achieving enterprise-grade ITSM functionality may require marketplace apps and custom extensions. Organizations should evaluate the total cost of required add-ons, the sustainability of third-party marketplace vendors, and the complexity of maintaining configurations across platform updates.
Customers find value from Matrix42 in many ways
European market proximity
Organizations have direct access to Matrix42 decision-makers and local teams across the European countries.
European data and AI compliance
Matrix42 processes data and AI workloads within EU, meeting GDPR and emerging EU AI Act requirements.
Unified architecture
Organizations typically reach operational readiness in weeks with Matrix42, completing core ITSM processes with minimal business impact during the migration.
Implementation efficiency
Customers have appreciated fast and straightforward implementation from Matrix42, with clear deployment paths that allow organizations to achieve operational readiness more quickly and with less disruption to ongoing operations.
Integrated endpoint management
Because Matrix42 connects service management and endpoint management capabilities directly, service desk teams can resolve issues through integrated asset visibility and remote management without requiring separate tools or complex integrations.
Strong integration capabilities
Customers have found value in Matrix42's integration framework that connects with existing enterprise systems through well-documented APIs and pre-built connectors, avoiding the integration complexity that can arise from acquisition-assembled platforms.
Pricing clarity
Matrix42 customers appreciate clear, predictable pricing structures that simplify budget planning and provide certainty around total cost of ownership, without hidden costs or complex module dependencies.
Customer satisfaction
Organizations value Matrix42's commitment to customer success, reflected in consistently high satisfaction ratings and responsive support that addresses customer needs without complex escalation processes.
A Europe-first approach to enterprise software
European organizations have unique needs around enterprise software, so we take a Europe-first approach to design, development and support. In-built regulatory compliance, control over data and AI, and local expertise make Matrix42 the European choice in Service Management.
6 reasons why Matrix42 is the European choice in service management
Cloud Your Way
Choose the hosting model that best meets your data policy and regulatory compliance needs—cloud, private cloud or on-prem.
AI Your Way
Choose how you use AI in your service delivery. Select your own models, build your own use cases, and control where your data goes.
Expert local support
Our local-language support teams and network of experienced local partners are on hand to help you at every step.
Country-specific solutions
Matrix42 Service Management is available in multiple European languages and is locally-certified.
Meets European standards
We design, build and host our software in line with European standards for data protection, sovereignty, information security, and AI.
Shared vision and values
We apply stringent security, transparency, and ethical practices as we help to build Europe’s digital infrastructure of tomorrow.
Your Cloud, Your Choice
The public cloud isn’t for everyone, especially if you need to keep your data on-premises or in your home country. With Matrix42 you can choose the hosting model that suits you best —giving you all the benefits of cloud with as much flexibility, control and data sovereignty as you need.
3 ways to deploy your Matrix42 software
Matrix42 Cloud
The perfect solution if you need systems and data to stay within your home country. We partner with a trusted cloud infrastructure provider in your country to host your Matrix42 solution, and we manage the software for you on a SaaS basis.
Matrix42 Private Cloud
An ideal model if you need to keep your data in a specific data center, but don’t want to manage the software yourself. You choose the data centre and manage the contract, and we manage the Matrix42 solution for you on a SaaS basis.
Matrix42 On-Premises
Ideal for organizations that need to manage and operate software entirely in-house. You deploy your Matrix42 solution on-premises, and manage it yourself with expert support from us, giving you full autonomy and control.
AI Empowering Every Role in the Organization
Matrix42 Intelligence brings AI to every role in your organization - on your terms - driving efficiency, control, and a superior service experience.
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Enterprise Service Management
Powerful Service Management with out-of-the-box processes that let you go beyond IT.
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Organizations across sectors rely on Matrix42 to transform their service delivery and drive digital transformation.
Security services company rebuilds ITSM with AI intelligence. Serves 3,000 employees with modern ITIL-based ITSM. Matrix42 Intelligence delivers immediate solutions from historical ticket data, enhancing 24/7 support availability and customer satisfaction.
Avarn Security Finland
State-owned forestry company modernizes identity governance. Project completed in one-third the time of average projects. Supports 1,800 users with private cloud deployment ensuring ISO 27001 compliance and data sovereignty.
Metsähallitus
Austrian labor chamber serves 650,000 members with unified platform. Endpoint setup time reduced from 2 hours to 45 minutes. Workflow adjustment effort reduced by 80%.
Arbeiterkammer Oberösterreich