We performed a comparison between Ivanti Service Desk [EOL] and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The tool supports a lot of standard reporting KPIs."
"Incident management and service request management features are the most valuable."
"It is highly configurable with PinkVERIFY status."
"Incident management is a valuable feature."
"The initial setup was quite simple; installing just took a few minutes."
"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."
"This solution is easy to use."
"It is one of the most stable solutions in the market."
"The solution offers good productivity at a low price point."
"The most valuable feature is the reporting of incidents."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"This product has helped our organization by allowing people to connect with each other."
"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."
"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 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."
"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 interface can be improved. It can be made more interactive for self-service users."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The configuration could be easier."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"We would like to see a web-based interface that works on mobile devices."
"The price of this solution is high and it needs to be cheaper."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"Mobile application integration would be an improvement."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Ivanti Service Desk [EOL] is rated 7.6, while SCSM is rated 7.0. The top reviewer of Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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