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, BMC and others in Help Desk Software."The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The initial setup was quite simple; installing just took a few minutes."
"Incident management and service request management features are the most valuable."
"The tool supports a lot of standard reporting KPIs."
"It is highly configurable with PinkVERIFY status."
"Incident management is a valuable feature."
"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."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"The workflow makes things extremely efficient and it improves effectiveness."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"Straightforward tool."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"The interface can be improved. It can be made more interactive for self-service users."
"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 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."
"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 mobile service is minimal and doesn't provide sufficient capabilities."
"You must be very technical to configure it."
"We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution."
"The visuals are the one area where there is opportunity for improvement."
"Making a mobile version would be helpful."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"The solution’s user interface could be improved and given a better design."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while ServiceNow is ranked 1st in Help Desk Software with 211 reviews. Ivanti Service Desk [EOL] is rated 7.6, while ServiceNow is rated 8.4. The top reviewer of Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Ivanti Service Desk [EOL] is most compared with JIRA Service Management, Cherwell Service Management, Freshservice, ManageEngine ServiceDesk Plus and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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