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 tool supports a lot of standard reporting KPIs."
"Incident management and service request management features are the most valuable."
"Incident management is a valuable feature."
"It is highly configurable with PinkVERIFY status."
"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."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The initial setup was quite simple; installing just took a few minutes."
"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"If you stick to the out-of-the-box solution, it's an easy setup."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"The solution's initial setup process is easy."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"The workflow capability for easy setup is powerful."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"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."
"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."
"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."
"The interface can be improved. It can be made more interactive for self-service users."
"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."
"There is room for improvement in price."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"Performance could be improved."
"The setup was time-consuming and required a lot of internal resources."
"The interface is not user-friendly."
"It's missing monitoring capabilities."
"There is inherent complexity with this tool because of the number of things that it can do."
"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."
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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