Cherwell Service Management vs Ivanti Service Desk comparison

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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: March 2023).
688,083 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:
"The most valuable features are problem management and change management.""All our activities are carried out in the one place."

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"Incident management is a valuable feature.""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 best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well.""The most valuable features of the Ivanti Service Desk are service requests and incident management."

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"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."

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"The mobile service is minimal and doesn't provide sufficient capabilities.""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.""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.""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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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.
out of 58 in Help Desk Software
Average Words per Review
out of 58 in Help Desk Software
Average Words per Review
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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.

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
Educational Organization15%
Computer Software Company12%
Healthcare Company6%
Computer Software Company16%
Comms Service Provider8%
Financial Services Firm6%
Company Size
Small Business16%
Midsize Enterprise19%
Large Enterprise65%
Small Business14%
Midsize Enterprise43%
Large Enterprise43%
Small Business26%
Midsize Enterprise12%
Large Enterprise62%
Buyer's Guide
Cherwell Service Management vs. Ivanti Service Desk
March 2023
Find out what your peers are saying about Cherwell Service Management vs. Ivanti Service Desk and other solutions. Updated: March 2023.
688,083 professionals have used our research since 2012.

Cherwell Service Management is ranked 26th in Help Desk Software with 2 reviews while Ivanti Service Desk is ranked 24th in Help Desk Software with 4 reviews. Cherwell Service Management is rated 8.0, 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, Ivanti Neurons for ITSM, JIRA Service Management and ManageEngine ServiceDesk Plus, whereas Ivanti Service Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM and Freshdesk. 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.

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