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Cherwell Service Management vs Ivanti Service Desk [EOL] comparison

Cherwell Service Management and Ivanti Service Desk [EOL] are both solutions in the IT Service Management (ITSM) category. Additionally, 80% of Cherwell Service Management users are willing to recommend the solution, compared to 88% of Ivanti Service Desk [EOL] users who would recommend it.
Cherwell Service Management
Read 6 Cherwell Service Management reviews
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  • 226 Comparison Views
80% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Cherwell Service Management and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: April 2025).
Buyer's Guide
IT Service Management (ITSM)
April 2025
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Helped 850,671 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (25th), IT Service Management (ITSM) (29th)
Ivanti Service Desk [EOL]
Average Rating
7.6
Reviews Sentiment
6.0
Number of Reviews
8
Ranking in other categories
No ranking in other categories
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
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David Gillen - PeerSpot reviewer
It offers us the flexibility to use the tool across multiple departments, not just IT
Each company had its own solution before we merged. We were all independent up to that point. My last company was with was using the Touchpaper solution, which became LANDesk, then Ivanti. We've continued with our tool, but there had to be a corporate standard, so the other companies were told to migrate on to the Ivanti platform.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"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 of the Ivanti Service Desk are service requests and incident management."
"The initial setup was quite simple; installing just took a few minutes."
"Incident management is a valuable feature."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"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 tool supports a lot of standard reporting KPIs."
"It is highly configurable with PinkVERIFY status."
 

Cons

"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"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."
"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 interface can be improved. It can be made more interactive for self-service users."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"You must be very technical to configure it."
"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."
"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."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
Information not available
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Top Industries

By visitors reading reviews
Educational Organization
59%
Computer Software Company
8%
Government
5%
Manufacturing Company
3%
Government
22%
Healthcare Company
15%
Computer Software Company
11%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about Ivanti Service Desk ?
The tool supports a lot of standard reporting KPIs.
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What needs improvement with Ivanti Service Desk ?
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 ab...
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What is your primary use case for Ivanti Service Desk ?
Basically, we use it for service management from the financial side of things.
See all answers
 

Comparisons

ServiceNow vs Cherwell Service Management Logo
ServiceNow vs Cherwell Service Management
Compared 100% of the time
More Cherwell Service Management Competitors
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Product Reports

Buyer's Guide
IT Service Management (ITSM)
April 2025
Cherwell Service Management reportDownload Cherwell Service Management product report
Buyer's Guide
IT Service Management (ITSM)
April 2025
Ivanti Service Desk [EOL] reportDownload Ivanti Service Desk [EOL] product report
 

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.
Ivanti

Deliver outstanding IT support services to employees and customers.

Ivanti
 

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
Buyer's Guide
IT Service Management (ITSM)
April 2025
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