Ivanti Service Desk [EOL] vs Samanage comparison

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Executive Summary

We performed a comparison between Ivanti Service Desk [EOL] and Samanage 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
Sayed Munir
Moldir Shynggys
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The tool supports a lot of standard reporting KPIs.""The most valuable features of the Ivanti Service Desk are service requests and incident management.""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.""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.""It is highly configurable with PinkVERIFY status.""The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

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"The solution has a great filtering feature."

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Cons
"The interface can be improved. It can be made more interactive for self-service users.""You must be very technical to configure it.""When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process.""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.""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.""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."

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"The system shuts down about once a month which is frustrating."

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Questions from the Community
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.
Top Answer:The solution has a great filtering feature.
Top Answer:We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours. I think they need to work on their UI… more »
Top Answer:Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage.
Ranking
Unranked
In Help Desk Software
26th
out of 59 in Help Desk Software
Views
358
Comparisons
237
Reviews
1
Average Words per Review
298
Rating
8.0
Comparisons
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Overview

Deliver outstanding IT support services to employees and customers.

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "
Sample Customers
MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Top Industries
VISITORS READING REVIEWS
Government14%
Computer Software Company11%
Healthcare Company8%
Manufacturing Company7%
VISITORS READING REVIEWS
Construction Company16%
Financial Services Firm11%
Computer Software Company10%
Government9%
Company Size
REVIEWERS
Small Business22%
Midsize Enterprise33%
Large Enterprise44%
VISITORS READING REVIEWS
Small Business23%
Midsize Enterprise15%
Large Enterprise62%
VISITORS READING REVIEWS
Small Business28%
Midsize Enterprise12%
Large Enterprise61%
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.

Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while Samanage is ranked 26th in Help Desk Software with 2 reviews. Ivanti Service Desk [EOL] is rated 7.6, while Samanage is rated 7.6. The top reviewer of Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". On the other hand, the top reviewer of Samanage writes "Great filtering feature and a good analytics dashboard". Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management.

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

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