Cherwell Service Management vs Ivanti Service Desk comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Cherwell Service Management and Ivanti Service Desk based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Cherwell Service Management vs. Ivanti Service Desk Report (Updated: November 2022).
655,994 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.""All our activities are carried out in the one place.""The most valuable features are problem management and change management."

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"Incident management is a valuable feature.""Incident management and service request management features are the most valuable.""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."

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Cons
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost.""Access is only available if we're on VPN.""Application service mapping, GRC, SecOps, and things like that need improvement."

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"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.""When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

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Pricing and Cost Advice
  • "For an ITIL user, the cost is probably about 50 bucks a month."
  • More Cherwell Service Management Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.
    Top Answer:For an ITIL user, the cost is probably about 50 bucks a month.
    Top Answer:Application service mapping, GRC, SecOps, and things like that need improvement.
    Top Answer:Incident management and service request management features are the most valuable.
    Top Answer: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… more »
    Top Answer:We use it to manage our help desk.
    Ranking
    23rd
    out of 58 in Help Desk Software
    Views
    1,636
    Comparisons
    1,096
    Reviews
    3
    Average Words per Review
    412
    Rating
    7.7
    13th
    out of 58 in Help Desk Software
    Views
    1,377
    Comparisons
    1,003
    Reviews
    5
    Average Words per Review
    398
    Rating
    8.0
    Comparisons
    Learn More
    Overview
    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

    Deliver outstanding IT support services to employees and customers.

    Offer
    Learn more about Cherwell Service Management
    Learn more about Ivanti Service Desk
    Sample Customers
    Ausenco, Highlights for Children, B/E Aerospace
    MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company15%
    Government15%
    Healthcare Company8%
    Comms Service Provider6%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Comms Service Provider9%
    Government9%
    Healthcare Company7%
    Company Size
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise8%
    Large Enterprise75%
    REVIEWERS
    Small Business14%
    Midsize Enterprise43%
    Large Enterprise43%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise14%
    Large Enterprise61%
    Buyer's Guide
    Cherwell Service Management vs. Ivanti Service Desk
    November 2022
    Find out what your peers are saying about Cherwell Service Management vs. Ivanti Service Desk and other solutions. Updated: November 2022.
    655,994 professionals have used our research since 2012.

    Cherwell Service Management is ranked 23rd in Help Desk Software with 3 reviews while Ivanti Service Desk is ranked 13th in Help Desk Software with 5 reviews. Cherwell Service Management is rated 7.6, while Ivanti Service Desk is rated 8.0. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of Ivanti Service Desk writes "It offers us the flexibility to use the tool across multiple departments, not just IT". Cherwell Service Management is most compared with ServiceNow, BMC Helix ITSM, HEAT Service Management, JIRA Service Management and SCSM, whereas Ivanti Service Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and BMC Helix ITSM. See our Cherwell Service Management vs. Ivanti Service Desk report.

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

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.