Cherwell Service Management [EOL] vs Ivanti Service Desk [EOL] comparison

Why PeerSpot?

Cherwell Service Management [EOL] and Ivanti Service Desk [EOL] are both solutions in the IT Service Management (ITSM) category. Additionally, 80% of Cherwell Service Management [EOL] users are willing to recommend the solution, compared to 88% of Ivanti Service Desk [EOL] users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Aug 11, 2026

Ivanti Service Desk EOL and Cherwell Service Management EOL compete in IT service management. While Ivanti offers competitive pricing and support, Cherwell's comprehensive features make it superior.

Features: Ivanti Service Desk EOL features robust incident and service request management, customizable workflows, and strong SLA tracking with email escalations. In contrast, Cherwell Service Management EOL offers problem and change management, functional dashboards with drill-down capabilities, and simple integrations due to its open architecture.

Room for Improvement: Ivanti Service Desk EOL could enhance its integration capabilities, reporting functionalities, and extend its self-service options. Cherwell Service Management EOL might benefit from simplifying its configuration process, improving user interface intuitiveness, and offering more out-of-the-box solutions.

Ease of Deployment and Customer Service: Ivanti Service Desk EOL allows for straightforward deployment with robust support services. Cherwell Service Management EOL provides a customizable deployment model but requires a more detailed initial setup. Ivanti's simpler setup aids quicker adoption, whereas Cherwell supports deeper configurability.

Pricing and ROI: Ivanti Service Desk EOL generally provides a lower initial setup cost with rapid ROI due to its clear pricing. Meanwhile, Cherwell Service Management EOL demands a higher initial investment, but its expansive features promise greater long-term ROI, appealing to those prioritizing value over budget.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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reviewer2150373

Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees

Scalable but interface can be improved

Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The ease of use for the end user and the very low complexity in trying to build a bot are the big factors for us. We are able to work on a project, identify a use case, come up with a design spec, and execute and build a bot within a span of six to eight weeks. In nine to ten weeks, we are able to go live, which reduced complexity. Once we go live, the user interface and the user experience are extremely good."

"Sometimes the customer will not provide any data. Using Automation Anywhere, we can easily automate to capture the customer data. Then, we can use that customer data inside the Cisco Unified Wire Voice Portal."

"Automation Anywhere is a ten out of ten."

"The addition of excel advanced to directly append worksheets, add formulas, etc was very beneficial and made the code development faster."

"Automation Anywhere has improved our company a lot. The SLA of some tasks that we need to deliver to some clients has improved greatly."

"Automation Anywhere has positively impacted my organization by providing a lot of hours and dollars saved for many business teams across the company, and it helps spark ideas for people to look at their own business processes and learn how to automate them from end to end."

"Overall, we've saved a lot of time, as there's a recent process that we automated which saves around 200 to 300 hours each month, depending on the number of accounts that come in."

"The ability to automate renewals of government licenses four times a year is valuable."

More Automation Anywhere pros

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The dashboard and the reporting functionality are the solution's most valuable features."

"The dashboard is very useful to get a quick overview of current tasks."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The most valuable features are problem management and change management."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"We use the solution every day and quite extensively."

More Cherwell Service Management [EOL] pros

"The tool supports a lot of standard reporting KPIs."

"Incident management is a valuable feature."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"Ivanti Service Desk gives all the functionality we need."

"It is highly configurable with PinkVERIFY status."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"Incident management and service request management features are the most valuable."

More Ivanti Service Desk [EOL] pros

Cons

"IQ Bot is pretty good, but we can only run a maximum 150 documents."

"They continue to release new features, but end users struggle to adapt to them."

"Sometimes, in Automation Anywhere, the recording process takes longer when capturing tasks on websites or applications, and there can be internal errors."

"The debugging tools need to be included, for where and why it has failed to execute the bot in a clear manner."

"So far, the stability is not good. We are trying to improve this because we are facing a lot of instability issues."

"The Control room audit logs should be moved to an archive for those that are more than six months old."

"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."

"When we try to process structured documents but with some little pen marks, improper partitions, or faded documents, IQ Bot fails to extract data properly out of them."

More Automation Anywhere cons

"Agile delivery should be supported."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Access is only available if we're on VPN."

"The support from the actual manufacturer is poor."

"The stability, specifically in the on-premises deployment model, could be improved."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

More Cherwell Service Management [EOL] cons

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"You must be very technical to configure it."

"It's not professional support. When we have a problem, Ivanti should investigate."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"I rated it a six out of 10 because it takes a lot to configure it."

"The interface can be improved. It can be made more interactive for self-service users."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."

"If it is saving FTE and Generating a good ROI then it is Worth Investing."

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."

"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."

"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."

"Roughly, as of today, it is around $250,000 annually."

"The licensing cost is approximately $4,000 USD, which is a seed license."

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

Information not available

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

Construction Company

11%

Outsourcing Company

11%

Manufacturing Company

10%

Comms Service Provider

10%

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

No data available

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

See all answers

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Cherwell Service Management [EOL]

Compared 13% of the time

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 12% of the time

Freshservice vs Cherwell Service Management [EOL]

Compared 8% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 6% of the time

TOPdesk vs Cherwell Service Management [EOL]

Compared 4% of the time

More Cherwell Service Management [EOL] Competitors

Ivanti ITSM vs Ivanti Service Desk [EOL]

Compared 13% of the time

Freshservice vs Ivanti Service Desk [EOL]

Compared 12% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 11% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 10% of the time

BMC Helix ITSM vs Ivanti Service Desk [EOL]

Compared 8% of the time

More Ivanti Service Desk [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download Ivanti Service Desk [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Ivanti

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

Deliver outstanding IT support services to employees and customers.

Ivanti

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

Buyer's Guide

IT Service Management (ITSM)

September 2026

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