We performed a comparison between Ivanti Service Desk [EOL] and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The tool supports a lot of standard reporting KPIs."
"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."
"Incident management is a valuable feature."
"It is highly configurable with PinkVERIFY status."
"The initial setup was quite simple; installing just took a few minutes."
"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 most valuable features of the Ivanti Service Desk are service requests and incident management."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"This solution has provided a way to manage request tracking and resolution."
"The management of this application is good."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"ManageEngine provides additional modules that we can integrate in the future."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The solution is free for up to five users."
"There are a lot of great templates that you can take advantage of."
"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."
"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 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."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"You must be very technical to configure it."
"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."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"There's no native integrations between the systems."
"The timing reporting module, and how it's used is a bit difficult to understand."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"The product needs to allow for implementation for other departments besides the IT help desk."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
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Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Ivanti Service Desk [EOL] is rated 7.6, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and BMC Helix ITSM, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM.
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