Ivanti Service Desk [EOL] vs ServiceNow comparison

Ivanti Service Desk [EOL]

Read 217 ServiceNow reviews

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7,111 Comparison Views

92% willing to recommend

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Ivanti Service Desk [EOL] and ServiceNow 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: April 2025).

IT Service Management (ITSM)

April 2025

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Helped 848,716 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

Ivanti Service Desk [EOL]

Average Rating

7.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

217

Ranking in other categories

Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Featured Reviews

Sayed Munir

Senior Consultant at a tech services company with 10,001+ employees

Beneficial connectors, useful service requests, and setup straightforward

I previously used ManageEngine. I switched because the Ivanti Service Desk has a lot of integrations and connectors which are beneficial. There are a lot of minute details where Ivanti Service Desk has an advantage over ManageEngine. For example, in ManageEngine ITSM we cannot integrate it with Oracle ERP. However, in Ivanti Service Desk we can integrate it with ERP solutions to fit in the user details, and other required objects we want. That's one of the biggest differentiators. Additionally, Ivanti Service Desk gives a lot of customization while in ManageEngine a lot of elements are hardcoded. We cannot customize it up to the minute level.

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Somnath Kand

Team Lead at LTI - Larsen & Toubro Infotech

Custom integration and reporting lead to efficient ticket management

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

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

"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."

"It is highly configurable with PinkVERIFY status."

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

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

"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."

"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."

"SPM and ITSM features are the most helpful."

"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."

"We used ServiceNow for change management, release management, and event management."

"Data in reports and dashboards are easily accessible."

"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."

"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."

More ServiceNow pros

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

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

"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 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."

"You must be very technical to configure it."

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

"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."

"The ability to embed help information onto the screens."

"Compared to other products that I have been using, it is not as user-friendly."

"The solution should offer better security when it comes to storing data."

"The solution is lacking in the mobile application area that could be improved."

"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."

"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."

"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."

More ServiceNow cons

Pricing and Cost Advice

Information not available

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

"The solution is expensive."

"I have found the solution very expensive."

"The cost is quite high."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."

"Certainly, from a product-platform perspective, the price is not too bad."

"The product cost is higher than that of other vendors."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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848,716 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Government

21%

Healthcare Company

16%

Computer Software Company

Manufacturing Company

Educational Organization

27%

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Ivanti Service Desk ?

The tool supports a lot of standard reporting KPIs.

What needs improvement with Ivanti Service Desk ?

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 ab...

What is your primary use case for Ivanti Service Desk ?

Basically, we use it for service management from the financial side of things.

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

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Product Reports

IT Service Management (ITSM)

April 2025

Download Ivanti Service Desk [EOL] product report

Download ServiceNow product report

March 2025

Overview

Deliver outstanding IT support services to employees and customers.

Ivanti

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

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

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow