Cherwell Service Management vs Ivanti Service Desk [EOL] comparison

Cancel
You must select at least 2 products to compare!
Comparison Buyer's Guide
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, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""Clear processes with transparent responsibilities led to more efficiencies within the teams.""All our activities are carried out in the one place.""The most valuable features are problem management and change management."

More Cherwell Service Management Pros →

"The most valuable features of the Ivanti Service Desk are service requests and incident management.""Incident management is a valuable feature.""Incident management and service request management features are the most valuable.""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.""The initial setup was quite simple; installing just took a few minutes.""It is highly configurable with PinkVERIFY status.""The tool supports a lot of standard reporting KPIs."

More Ivanti Service Desk [EOL] Pros →

Cons
"Application service mapping, GRC, SecOps, and things like that need improvement.""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.""The stability, specifically in the on-premises deployment model, could be improved."

More Cherwell Service Management 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.""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.""When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process.""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.""The mobile service is minimal and doesn't provide sufficient capabilities.""You must be very technical 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
  • "For an ITIL user, the cost is probably about 50 bucks a month."
  • More Cherwell Service Management Pricing and Cost Advice →

    Information Not Available
    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    765,234 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:All our activities are carried out in the one place.
    Top Answer: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… more »
    Top Answer:We use the solution for IT service management, it's the key process for recording incidents or problems, and change management. We are customers of Cherwell and I'm an enterprise architect.
    Top Answer:The tool supports a lot of standard reporting KPIs.
    Top Answer: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… more »
    Top Answer:Basically, we use it for service management from the financial side of things.
    Ranking
    18th
    out of 59 in Help Desk Software
    Views
    1,355
    Comparisons
    702
    Reviews
    1
    Average Words per Review
    477
    Rating
    9.0
    Unranked
    In Help Desk Software
    Comparisons
    Learn More
    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.

    Deliver outstanding IT support services to employees and customers.

    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
    Top Industries
    VISITORS READING REVIEWS
    Educational Organization52%
    Government11%
    Computer Software Company5%
    Retailer4%
    VISITORS READING REVIEWS
    Government14%
    Computer Software Company11%
    Healthcare Company8%
    Manufacturing Company7%
    Company Size
    VISITORS READING REVIEWS
    Small Business10%
    Midsize Enterprise57%
    Large Enterprise33%
    REVIEWERS
    Small Business22%
    Midsize Enterprise33%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise15%
    Large Enterprise62%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Cherwell Service Management is ranked 18th in Help Desk Software with 6 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews. Cherwell Service Management is rated 7.2, while Ivanti Service Desk [EOL] is rated 7.6. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". Cherwell Service Management is most compared with ServiceNow, Ivanti Neurons for ITSM, JIRA Service Management and BMC Helix ITSM, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Freshservice, ManageEngine ServiceDesk Plus and Freshdesk.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.