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: August 2026).

Buyer's Guide

IT Service Management (ITSM)

August 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

"When I compare it with other RPA tools, Automation Anywhere seems pretty good. It's a user-friendly tool. Anyone can easily understand it. If there is an error, you can easily debug it from the developer level. In Automation Anywhere, the error handling happens in the easiest way. In case of an error, we send an email. It's not too difficult code to understand. There's only beginning and ending error handling, which is easy to understand."

"The product has improved our organization cost-wise and bank savings in transactions. Everything has been changed for the better."

"Easy to access: Without the need to download and install software on a local machine, we can access the RPA application from virtually anywhere."

"From the second year onward, ROI is achieved, which is a great thing because year-over-year you are accruing those benefits."

"What I appreciate most about Automation Anywhere is the high degree of interoperability, and they have both on-premises and cloud versions, which allows us to ensure that we are properly following the protocols and ensuring seamless integration with our native systems."

"It has been able to save us time in our processes from hours to minutes."

"An easy to deploy and learn automation tool that can save resources, effort and money."

"Before, there was about four to five resources to extract it, now, with automation, this has helped us reduce the time to two to three minutes, then the work will be done."

More Automation Anywhere pros

"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."

"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."

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

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

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

More Cherwell Service Management [EOL] pros

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

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

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

"The initial setup was quite simple; installing just took a few minutes."

"Incident management is a valuable feature."

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

"It is highly configurable with PinkVERIFY status."

"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."

More Ivanti Service Desk [EOL] pros

Cons

"When you are implementing it initially, it's challenging as there's a lot of change management."

"The Automation Anywhere community is less active than the UiPath community, which is a downside. When I ask questions in the Automation Anywhere community, responses take a longer time."

"The bot creation process is tedious. The solution has a lot of features, but since you have to drag down a lot of the commands, it can get tedious to use it. You end up having to use the mouse a lot more."

"Automation Anywhere lacks a desktop version and is solely web-based and cloud-based. Automation Anywhere is not so easy for business users who are not technical."

"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence."

"The AI centricity is a bit behind compared to the way we see Microsoft and AWS doing it. This is the feedback that I have also given to them. They need to expand themselves to provide more services than just RPA. Only RPA may not be enough for us, and it would not be our preferred choice for an automation tool."

"A2019 should have more improvement for developers, as it was in v11.x."

"We don't have an ROI in any of our processes. We are just trying it out now to see if it works. We haven't had any savings yet. We have been putting more time in than saving time at this point."

More Automation Anywhere cons

"The solution could be more user-friendly."

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

"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."

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

"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."

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

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

More Cherwell Service Management [EOL] cons

"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."

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

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

"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."

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."

"You must be very technical to configure it."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

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

"We purchase on a bot basis. Our costs are approximately $5,000."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"The cost of this solution is a little bit high, but it is worth the price."

"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."

"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."

"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

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

Financial Services Firm

13%

Outsourcing Company

13%

Manufacturing Company

10%

Construction Company

10%

Construction Company

12%

Comms Service Provider

10%

Outsourcing Company

Healthcare Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

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...

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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 12% 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

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ServiceNow vs Cherwell Service Management [EOL]

Compared 14% of the time

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 13% of the time

Freshservice vs Cherwell Service Management [EOL]

Compared 9% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 6% of the time

JIRA Service Management vs Cherwell Service Management [EOL]

Compared 4% of the time

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Freshservice vs Ivanti Service Desk [EOL]

Compared 15% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 13% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 12% of the time

BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 12% of the time

Ivanti ITSM vs Ivanti Service Desk [EOL]

Compared 11% of the time

More Ivanti Service Desk [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

August 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

IT Service Management (ITSM)

August 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)

August 2026

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