Ivanti Service Manager (HEAT) to Freshservice or JSM migration
Short answer
Ivanti Service Manager (ISM) is the older ITSM product many teams still run under the HEAT name — FrontRange HEAT, HEAT Service Management, then Ivanti Service Manager after Ivanti’s acquisition. It is not Cherwell Service Management, and it is not automatically the same commercial conversation as Ivanti’s current Neurons for ITSM offering, even though the current product line is the successor those instances often grow into. On Nov 8, 2026 Ivanti’s public product page described Ivanti ITSM / Neurons for ITSM as deployable in the cloud, on-premises or hybrid, with 14 PinkVERIFY-certified ITIL 4 practices, and the 2026.2 release notes cover both SaaS and on-premises. We could not read a support-end date for ISM/HEAT on Ivanti’s own pages: the Ivanti Product End of Life hub and the Cherwell announcement URL did not render a public product list without signing in. We therefore do not publish an ISM end-of-life date, and we do not apply Cherwell’s timeline to HEAT. A move to Freshservice or JSM is a reconstruction: you extract people, tickets and whatever assets you can identify, then you rebuild business objects, layouts, quick actions and workflows. Choose Freshservice for a published-price ITIL desk; choose JSM when engineering already lives in Jira.
Contents
- Who this guide is for
- ISM/HEAT, Neurons for ITSM and Cherwell are not the same product
- End of life: what we can and cannot confirm
- Why teams leave ISM or HEAT (when they are not being forced)
- What typically moves, and what you rebuild
- When Freshservice is the better landing place, and when JSM is
- A phased plan that survives contact with a customised ISM instance
- Best for, and wrong choice when
- Frequently asked questions
Who this guide is for
This guide is for IT and service desk leads who still run Ivanti Service Manager — often branded in contracts, console titles or staff memory as HEAT, FrontRange HEAT or HEAT Service Management — and who want to land on Freshservice or Jira Service Management. It is also for teams who have been told “Ivanti is going away” and need to know which Ivanti product that remark refers to before they write a business case.
Official pages we checked on Nov 8, 2026: the Ivanti Neurons for ITSM / Ivanti ITSM product page, the Ivanti service management page, the Ivanti Neurons for ITSM 2026.2 release notes, the Ivanti Neurons for ITSM release announcements, the Ivanti Product End of Life hub and the Ivanti Cherwell Service Management end-of-life announcement page. Destination prices and import paths come from the Freshservice pricing page, the Atlassian Service Collection / Jira Service Management pricing page, the Freshservice bulk migration API guide and the Atlassian guide to creating work items with the CSV importer. Historical HEAT naming appears in older Ivanti materials (for example Ivanti help topics that still say HEAT/ISM). Opinions about effort and destination fit are ours.
Three products, three conversations
Do not write a single “leave Ivanti” paper. Ivanti Service Manager / HEAT, Ivanti Neurons for ITSM and Cherwell Service Management have different histories, different consoles and different contractual facts. Mixing them up is how teams apply the wrong deadline and pick the wrong destination.
ISM/HEAT, Neurons for ITSM and Cherwell are not the same product
Ivanti Service Manager, formerly HEAT
ISM is the service desk many organisations bought as FrontRange HEAT or HEAT Service Management, later rebranded Ivanti Service Manager after Ivanti took the product on. Instances are often on-premises, heavily customised with business objects, layouts, saved searches, quick actions and HEAT-style workflows, and integrated with older discovery or endpoint tools. If your login screen, about box or order form still says Service Manager or HEAT, this is the product this guide is about.
Ivanti Neurons for ITSM (the current Ivanti ITSM offering)
On Nov 8, 2026 the Ivanti Neurons for ITSM / Ivanti ITSM product page marketed “Modern IT Service Management Software” under the Ivanti ITSM / Neurons for ITSM banner. The page states you can deploy in the cloud, on-premises or as a hybrid, and move between those models without losing functionality or data. It lists PinkVERIFY certification for 14 ITIL 4 practices (including incident, problem, change, release and deployment, request, knowledge, asset, configuration, service catalogue, service desk and service level management). AI features (summarisation, classification, knowledge-article generation, dashboard widgets, translation, writing assistance) are described as requiring Ivanti ITSM 2024.2 or later on SaaS and as not currently available for FedRAMP. The Ivanti Neurons for ITSM 2026.2 release notes describe Neurons for ITSM 2026.2 for both SaaS and on-premises, including a migration of classic layouts to the Modern Page Designer. That is not the behaviour of a product Ivanti has stopped shipping.
The Ivanti service management page packages current capabilities as Ivanti ITSM, Ivanti ITSM Premium (adding HR, facilities, GRC, PPM, agentic AI, remote support and related extras) and an optional Autonomous Endpoint Management add-on. Pricing on those pages is “contact sales” / “get a quote”. We do not estimate it.
How this relates to ISM: Ivanti’s current public pages no longer lead with the HEAT or Service Manager names. Older Ivanti help still uses HEAT and ISM. Many customers we meet are on an ISM/HEAT codebase that Ivanti has been evolving toward Neurons for ITSM. That is a lineage, not a reason to treat every ISM contract as if it were already Neurons, and not a reason to apply another product’s end-of-life date to it. If Ivanti is offering you an in-family move from ISM to Neurons, evaluate that as one option alongside Freshservice and JSM; do not assume it is mandatory.
Cherwell Service Management (a different product)
Cherwell Service Management is a separately acquired ITSM product with its own data model (business objects, blueprints, one-steps). Ivanti hosts an end-of-life announcement for Cherwell and an End of Life hub. When we opened both URLs on Nov 8, 2026, they did not show a public article body — the hub rendered an “Ivanti Innovators Hub” shell with a sign-in / CSS error, and the announcement URL behaved the same way. Because we could not re-read Ivanti’s own wording on those pages today, we are not publishing a Cherwell support-end date in this article and we are not inventing one for ISM.
If you actually run Cherwell, stop reading this guide and use our Cherwell replacement guide, which exists specifically for that product. If you run ISM/HEAT, do not borrow Cherwell’s timeline. If you run Neurons for ITSM and are simply unhappy with it, you are evaluating a living product against Freshservice or JSM, not fleeing a published end-of-life.
| Ivanti Service Manager (HEAT) | Ivanti Neurons for ITSM | Cherwell Service Management | |
|---|---|---|---|
| What it is | Older ISM product, formerly FrontRange HEAT / HEAT Service Management | Current Ivanti ITSM offering, SaaS and on-premises releases in 2026 | A different ITSM product Ivanti acquired |
| Public page we could use on 8 Nov 2026 | Named in older Ivanti help; current marketing leads on “Ivanti ITSM” | Product page plus 2026.2 release notes | Announcement and EoL hub URLs did not render without sign-in |
| Published EoL on a page we could read? | No — we do not invent one | No — current releases argue the opposite | Not re-confirmable without sign-in; do not apply it to ISM |
| Typical reason to leave | Customisation debt, skills, desire for SaaS, a wider company standard | Fit, cost (quote-only) or a preference for published-price tools | A distinct replacement programme — see the Cherwell guide |
End of life: what we can and cannot confirm
The instruction we follow on dates is simple: if we cannot see the date on the vendor’s own page, we do not print it.
- ISM / HEAT. We found no public Ivanti page, on Nov 8, 2026, that stated an end-of-support date for Ivanti Service Manager or HEAT Service Management. The Product End of Life hub did not display a list we could read without signing in. We therefore say: an ISM support-end date was not published on the pages we could open. Check your own contract, your Ivanti account team and the hub after you sign in, and take written confirmation.
- Neurons for ITSM. Current documentation describes a 2026.2 release for SaaS and on-premises. Individual integrations can retire without the ITSM product retiring. The Ivanti Neurons for ITSM release announcements record, among other notices, that Desktop and Server Management integration with ITSM reached end of life in the 2026.2 release, that SAP and ITSM integration will reach end of life on 31 December 2026, and that Ivanti HEAT Discovery reached end of life on 30 June 2024. Those are integration and adjacent-product dates, not an ISM or Neurons for ITSM kill date.
- Cherwell. A different product. We could not re-open Ivanti’s announcement without signing in, so this article does not restate a Cherwell date. Use the Cherwell guide and a signed-in reading of Ivanti’s hub if Cherwell is what you actually run.
If someone in your organisation says “we have to be off Ivanti by the end of 2026”, ask them to name the product on the order form. More than once we have seen that sentence attached to an ISM/HEAT instance because a colleague read a Cherwell notice.
Why teams leave ISM or HEAT (when they are not being forced)
These reasons are from delivery work, not from an Ivanti announcement.
- Skills. The people who built the business objects and quick actions have left. New joiners know Freshservice or Jira, not the HEAT configuration console.
- Customisation debt. ISM’s strength is that almost everything is a configurable business object. After a decade that usually means layouts, validations and integrations that nobody wants to regression-test through another upgrade.
- A SaaS standard elsewhere in the company. Once identity, HR or engineering are on modern SaaS, an on-prem service desk becomes the exception that security and audit keep asking about.
- A quote they cannot explain. Current Ivanti ITSM is sold as contact-sales packages (ITSM vs ITSM Premium, plus endpoint add-ons). Teams that want a published per-agent price look at Freshservice or JSM instead.
- An in-family Neurons move that does not match what they want. Some customers are offered a path into Neurons for ITSM. That can be the least disruptive option if you like the data model. It is the wrong option if the reason you are leaving is the model itself.
What typically moves, and what you rebuild
Ivanti documents REST and administrative tooling for its current ITSM line; the exact export path depends on your product and version (classic ISM/HEAT versus a Neurons for ITSM release). Confirm the extract against Ivanti’s documentation for that version rather than assuming a universal “export everything” button. On the destination side, the official paths we can cite are the same as for any other source system.
| Object | What we typically try to move | What we rebuild | Notes |
|---|---|---|---|
| People (employees, technicians, roles) | Identity fields: name, email, department, location, manager, employment status | Roles, groups, permissions, saved searches | Match on email. ISM role design does not map one-to-one onto Freshservice roles or JSM project roles. |
| Incidents and service requests | Header fields, descriptions, status/priority history if you can extract it, notes/comments, attachments | Status model, categories, offer / request-type structure, assignment rules | Store the ISM record ID in a custom field. Approvals in flight rarely survive. |
| Attachments and email history | Files and note bodies, staged as reachable URLs | Nothing — but you will re-thread conversations | Freshservice’s partner bulk API caps attachments at 40 MB per entity and needs public URLs. JSM’s CSV importer attaches by URL too. On-prem HEAT file stores are the usual blocker. |
| Assets / CIs | A flat list you can identify (name, serial, type, owner, status) | Relationship types, discovery feeds, lifecycle states | If HEAT Discovery is (or was) in the picture, treat discovery as its own workstream. Ivanti’s notes record HEAT Discovery as having reached end of life on 30 June 2024 — that is the discovery product, not ISM itself. |
| Knowledge | Article title, body, version if exportable | Portals, permissions, review cycles, links to ticket IDs | Rewrite navigation; do not expect ISM categories to make sense in the new portal. |
| Business objects, layouts, quick actions, saved searches, HEAT workflows | An inventory, not a copy | Equivalent Freshservice workflows / automations or JSM request types, forms and automation rules | This is the heart of the rebuild. There is no honest “lift and shift” of an ISM business object into Freshservice or JSM. |
| Change, problem, release | Records you still need for audit, if you can extract them | CAB model, risk questions, calendars, problem workflow | A change ticket without its ISM workflow is just a form with old text. |
| Integrations (mail, AD/Entra, monitoring, iPaaS, custom web services) | Connection inventory and field maps | New connectors: Freshservice workflows or connector apps; JSM automation and the Atlassian ecosystem | Ivanti iPaaS recipes do not become Freshservice connector tasks by renaming them. |
Our working rule is the same as on other enterprise exits: migrate people, open work, a bounded window of closed history, and identifiable assets. Rebuild the operating model. Keep the ISM system read-only until hypercare is over, rather than gambling on a perfect historical clone.
Official ways into the destinations
- Freshservice. No native “import from ISM/HEAT” wizard on the help pages we checked. Use the public API for most entities and, where you have partner access, the Freshservice bulk migration API guide for tickets and notes (50 per request, 10 requests per minute, 40 MB attachment cap, mute Slack/Teams/workflows yourself because the bulk API does not).
- JSM Cloud. The Atlassian guide to creating work items with the CSV importer documents CSV import of work items, including attachments by URL, with External System Import required for parent-child hierarchy. Non-admin users are limited to 250 work items per file. Request types, queues and SLAs are configuration you build first.
When Freshservice is the better landing place, and when JSM is
| Land on Freshservice when | Land on JSM when |
|---|---|
| The service desk is an IT (and maybe HR/facilities) function that wants ITIL practices without a Jira admin. | Software engineers already work in Jira and will ignore a desk that is “somewhere else”. |
| You want official USD and GBP list prices and a faster catalogue. On Nov 8, 2026 Growth was $49 / £40 and Pro $99 / £79 per agent per month billed annually. Problem, change and release sit on Pro. | You want incidents and changes next to Jira software work items. Expect Premium if you need formal change or the virtual service agent; Standard at the published 75-agent monthly USD rate was $21.50, Premium $55.28 (no official GBP; indicative £15.95 and £41.02). |
| You are prepared to rebuild ISM workflows as Freshservice automations and catalog items. | You are prepared to rebuild them as JSM request types, forms and automation, and to model assets in JSM Assets within the published object allowances (5,000 / 50,000 / 500,000 on Standard / Premium / Enterprise, then from $0.02 per object per month). |
| A future workspace for HR or facilities matters more than a developer portal. | Change records must relate to deployments and issues your engineers already file. |
Ivanti’s current ITSM Premium story (HR, facilities, GRC, PPM on the Ivanti service management page) is broader than either mid-market destination. If the reason you bought HEAT was enterprise service management beyond IT, Freshservice workspaces or JSM project sprawl will not automatically replace that. Be explicit about which lines of business are in scope for phase one.
ServiceNow is the other enterprise landing place some ISM customers consider. It is quote-only; we do not estimate it. If that is your shortlist, use our ServiceNow to Freshservice and ServiceNow to JSM guides in reverse — they describe the platform you would be joining, not leaving — and our Neurons vs Freshservice vs ServiceNow comparison for the live Ivanti product.
Indicative GBP conversions use the Bank of England daily spot rate (series XUDLUSS) of US$1.3476 per £1 for 5 Nov 2026, the latest published figure when we checked the Bank of England series on Nov 8, 2026 (the IADB CSV through 8 Nov 2026 also ends on that print). They are not official UK prices; the vendor does not publish a GBP list price, and your invoice currency, rate and VAT treatment may differ.
A phased plan that survives contact with a customised ISM instance
Phase 0 — Name the product and the contract
Screenshot the about box, collect the order form and note whether you are on ISM/HEAT, Neurons for ITSM, Cherwell, or more than one of these. Ask Ivanti, in writing, what support dates apply to your SKU. Do not start a Freshservice or JSM project on the back of a date you read about a different product.
Phase 1 — Inventory the configuration, not just the tickets
List business objects, layouts, quick actions, saved searches, workflows, integrations and custom pick-lists. Mark each as “rebuild”, “drop” or “replace with a simpler destination feature”. This inventory is the project plan; the ticket count is not.
Phase 2 — Stand up the destination empty
Build request types or catalogue items, groups, SLAs and mail in Freshservice or JSM. Import nothing yet. If the new desk cannot handle today’s top 15 request reasons without ISM customisations, you are not ready to copy history into it.
Phase 3 — Prove the extract
Take a sample of open incidents, a closed incident with a long note history, a change, an asset and a knowledge article. Get them out of ISM using the documented tools for your version, stage attachments as URLs, and load them into a Freshservice trial or a JSM test project. Fix the map before you talk about volume.
Phase 4 — Users, assets, open work, then a bounded history
Load people (email as the key), then assets you can identify, then open tickets, then the closed window you actually need. Keep ISM writable until counts match and a week of new work has landed correctly in the new desk.
Phase 5 — Cut over mail and portal, then freeze ISM
Switch inbound email and any self-service URL, import the delta, and set ISM to read-only. Hypercare answers “where is my request?” and rebuilds the two or three workflows the inventory understated. Do not decommission the ISM server until backups and extract files live somewhere else.
Things that are easy to forget
- Inbound email aliases and any journaled copies that compliance still expects.
- Monitoring or orchestration tools that raise ISM incidents through a web service.
- Approvals sitting with managers who do not log in often — close or recreate them deliberately.
- Discovery or asset feeds that used to populate CIs (including anything that still mentions HEAT Discovery).
- A written answer to “what if we have to open ISM again on Tuesday?”
Best for, and wrong choice when
This move is worth it when
ISM/HEAT has become a skills and customisation problem, you have confirmed you are not actually on a Cherwell deadline, and you want a SaaS desk your current staff can run. Freshservice is the default landing place for IT-led organisations; JSM is the default when engineering is the centre of gravity.
Wrong choice when
You have not confirmed which Ivanti product you run; you are leaving because someone quoted a Cherwell date against an ISM instance; or the thing you like about HEAT is the deeply configured business-object model and you expect Freshservice or JSM to absorb it unchanged. In the last case, an in-family move to Neurons for ITSM — evaluated on its current merits, with a quote — may disappoint you less than a rebuild you are not staffed to finish.
We do not invent implementation fees for any of these destinations. A lightly configured ISM and a ten-year HEAT estate with custom business objects are different projects even at the same agent count.
Frequently asked questions
Is Ivanti Service Manager the same as Ivanti Neurons for ITSM?
They are related but should not be treated as interchangeable on a project plan. ISM is the older Service Manager product, formerly HEAT. Neurons for ITSM is what Ivanti markets today, with cloud and on-premises 2026 releases. Some organisations are mid-way through that lineage. Confirm the name on your about box and contract.
Is Ivanti Service Manager the same as Cherwell?
No. Cherwell Service Management is a different product Ivanti acquired, with a different configuration model. Do not apply Cherwell notices to an ISM or HEAT instance.
When is Ivanti Service Manager end of life?
We could not confirm a date on Ivanti’s own pages on Nov 8, 2026. The Product End of Life hub did not render a public list without signing in. Ask Ivanti for written confirmation against your SKU, and do not invent a date from a Cherwell announcement.
Is Ivanti Neurons for ITSM end of life?
Not on the public pages we checked. Ivanti’s product page describes current ITSM software with cloud, on-premises and hybrid deployment, and the 2026.2 release notes cover SaaS and on-premises. Individual integrations (for example HEAT Discovery, or certain DSM and SAP integrations mentioned in release notes) can have their own dates without ending the ITSM product.
Can I migrate Ivanti Service Manager to Freshservice automatically?
Not with a native ISM importer on the Freshworks pages we checked. You extract from ISM using the tools documented for your version, then load tickets and notes through Freshservice’s public API or partner bulk API and rebuild workflows, offer / catalogue items and automations.
Can I import ISM tickets into Jira Service Management?
Yes, as work items, if you can produce a well-formed CSV (and reachable attachment URLs). Atlassian documents a CSV importer for JSM Cloud and a separate External System Import for parent-child hierarchy. There is no official ISM-to-JSM connector on the pages we checked.
Should we move to Freshservice or to JSM?
Freshservice if you want a standalone ITSM desk with official USD and GBP list prices and you will rebuild catalogue and (on Pro) change yourself. JSM if engineering already lives in Jira and the desk must sit next to software work. Neither destination copies ISM business objects; both require a rebuild.
Should we move to Neurons for ITSM instead?
Evaluate it if you like Ivanti’s data model and want the least disruptive path. It is a current product, sold as a quote, with a broader Premium package than Freshservice or JSM. It is the wrong path if the model itself is why people want to leave.