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: October 2026).

Buyer's Guide

IT Service Management (ITSM)

October 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

"We are working with one of the bots where we send claims through WhatsApp. Any user could take a photo in WhatsApp, then send that data to the organization. Now, whenever a photo is takes, different phones have different primary resolutions, and the data being captured is not clear data. At that moment, the data is automated to a very power system which centralizes the process to one point. This is what we are using for the insurance provider. They fill out the claims form and send this information to the organization, then we use automation tools to automate the process and come to a conclusion."

"Overall, the commands provided have enough range to complete almost any task, with creative out-of-the-box thinking required sometimes for workarounds."

"We have saved 60 to 70 percent on operations."

"The ability to find objects easily through the 'Capture' option saves your time most significantly."

"The general features, that we can automate a task that takes hours into minutes, are valuable."

"In terms of development for our developers, it is very easy and quick to learn because Automation Anywhere has provided an online academy where developers can easily learn the features. It is very easy. If someone does not have a coding background, they can also learn from it very easily because it is just drag and drop and very interactive."

"Many of our tasks are automated using AA and due to ease in handling, it becomes the first choice in terms of RPA tool."

"The technical support is something that I rely on if I have any queries or if I have to work on another alternate approach."

More Automation Anywhere pros

"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."

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

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

"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."

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

"All our activities are carried out in the one place."

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

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

More Cherwell Service Management [EOL] pros

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

"Incident management is a valuable feature."

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

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

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

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

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

"It is highly configurable with PinkVERIFY status."

More Ivanti Service Desk [EOL] pros

Cons

"There should be more organized training sessions. I prefer interactive classes to one-on-one training. You can create super users and organize conferences or workshops where users can learn from experts. Maybe you only have a few of these super users in your organization, so that's why you need to have workshops on a weekly basis."

"If I build a bot today and don't use it, however, in several months, someone tries to use it, there's a 30-40% change the bot will fail in one or two areas."

"There are areas of improvement needed, such as complex decision-making skills. When updates are made, the IQ Bot's actions can be affected, leading to decision-making failures."

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

"Training is good and interactive but the final certification exam is very tough and it requires in-depth practical knowledge."

"They should improve process discovery features."

"MetaBot still needs to be optimized, though Version 11.3 did integrate all the commands into it. We are not able to see all the lines of code which are executed in MetaBot."

"Automation Anywhere should have more Excel-related functionality."

More Automation Anywhere cons

"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."

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

"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."

"The solution could be more user-friendly."

"The support from the actual manufacturer is poor."

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

"Agile delivery should be supported."

More Cherwell Service Management [EOL] cons

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

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

"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."

"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."

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

"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."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."

"The certifications are free of cost."

"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."

"Automation Anywhere is expensive, making it suitable only for enterprise organizations."

"The cost for scalability is much cheaper than developing a new system."

"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."

"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."

"We were paying approximately $30,000 for a year license."

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

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

10%

Healthcare Company

10%

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	564

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 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% 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 10% of the time

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 10% of the time

Freshservice vs Cherwell Service Management [EOL]

Compared 8% of the time

TOPdesk vs Cherwell Service Management [EOL]

Compared 5% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 5% of the time

More Cherwell Service Management [EOL] Competitors

Ivanti ITSM vs Ivanti Service Desk [EOL]

Compared 12% of the time

Freshservice vs Ivanti Service Desk [EOL]

Compared 11% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 10% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 9% of the time

LiveChat vs Ivanti Service Desk [EOL]

Compared 9% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

IT Service Management (ITSM)

October 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)

October 2026

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