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.
"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."
"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."
"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."
"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."
Deliver outstanding IT support services to employees and customers.
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.
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