Cherwell Service Management vs Ivanti Service Desk [EOL] comparison

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

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,086 Views
836 Comparison Views

80% willing to recommend

Ivanti Service Desk [EOL]

Read 8 Ivanti Service Desk [EOL] reviews

88% willing to recommend

Cherwell Service Management

Ivanti Service Desk [EOL]

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Cherwell Service Management and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

March 2026

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Helped 885,880 peers since 2012

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

Cherwell Service Management

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Help Desk Software (28th), IT Service Management (ITSM) (27th)

Ivanti Service Desk [EOL]

Average Rating

7.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

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

"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."

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

"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."

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

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

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

More Cherwell Service Management pros

"Incident management is a valuable feature."

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

"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."

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

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments."

"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 tool supports a lot of standard reporting KPIs."

More Ivanti Service Desk [EOL] pros

Cons

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

"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."

"The solution could be more user-friendly."

"The support from the actual manufacturer is poor."

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

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

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

"Agile delivery should be supported."

More Cherwell Service Management cons

"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."

"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."

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

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

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

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow."

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

More Ivanti Service Desk [EOL] cons

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

Construction Company

12%

Computer Software Company

12%

Manufacturing Company

11%

Energy/Utilities Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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

Comparisons

ServiceNow vs Cherwell Service Management

Compared 24% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 15% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 7% of the time

Freshservice vs Cherwell Service Management

Compared 6% of the time

JIRA Service Management vs Cherwell Service Management

Compared 5% of the time

More Cherwell Service Management Competitors

Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL]

Compared 16% of the time

BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 16% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 15% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 14% of the time

Freshservice vs Ivanti Service Desk [EOL]

Compared 12% of the time

More Ivanti Service Desk [EOL] Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Cherwell Service Management product report

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Ivanti Service Desk [EOL] product report

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

Deliver outstanding IT support services to employees and customers.

Ivanti

Sample Customers

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)

March 2026

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