ConnectWise PSA vs Ivanti ITSM comparison

Why PeerSpot?

ConnectWise and Ivanti are both solutions in the Help Desk Software category. ConnectWise is ranked #16 with an average rating of 8.0, while Ivanti is ranked #10 with an average rating of 8.2. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 94% of Ivanti users who would recommend it.

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Sep 3, 2026

Ivanti ITSM and ConnectWise PSA are major players in IT service management, each offering distinct advantages. Ivanti ITSM seems to have the upper hand due to its robust AI-driven automation and asset management features.

Features: Ivanti ITSM is known for AI-driven automation, Self Heal capabilities, and service catalog efficiency. Its integration flexibility enhances incident and asset management. ConnectWise PSA excels with its cloud-based ticketing, time tracking, and billing functionalities. It also benefits from centralized management and seamless integration with ConnectWise Automate.

Room for Improvement: Ivanti ITSM faces challenges such as non-Windows patch management gaps, limited self-service customization, and a need for enhanced integration capabilities. ConnectWise PSA could improve its UI aesthetics, configuration intuitiveness, and third-party integration simplicity. Faster technical support response times are also desired.

Ease of Deployment and Customer Service: Ivanti ITSM offers deployment across hybrid, public, and on-premises environments, though some users experience challenges with support response times and costs. ConnectWise PSA is mainly deployed in public and private clouds, noted for strong presales support but could improve backend support services.

Pricing and ROI: Ivanti ITSM is cost-efficient with subscription-based pricing, suitable for medium to large enterprises but may be expensive for small businesses. ConnectWise PSA offers competitive pricing, though administrator licenses are costlier. Both platforms report substantial ROI through enhanced service desk efficiency and automation-driven time savings.

To learn more, read our detailed ConnectWise PSA vs. Ivanti ITSM Report (Updated: September 2026).

Buyer's Guide

ConnectWise PSA vs. Ivanti ITSM

September 2026

Download the complete report

Helped 917,382 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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

Read full review

Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

Read full review

reviewer2809476

Technical Account Manager at a computer software company with 11-50 employees

Unified endpoint control has improved patch workflows and streamlined remote device management

I like the patch management side of things in this solution. You can set deployment rings so patches are rolled out in phases rather than hitting everyone at once, which reduces risk. I quite like that feature. I also appreciate the endpoint visibility when you're in the dashboard. You can see device health, the compliance status, software inventory, and other information all in one place without jumping between tools. Ivanti Neurons for ITSM is a key tool and is very important to my service delivery efficiency. Since implementing it and having used it for two years, the ease of use is a significant advantage because it covers Windows, Mac OS, iOS, and Android, so I can operate and manage devices all from the same console. This is good in a mixed device environment. From a Windows perspective, the BitLocker key retrieval feature is very helpful. The analytics and reporting tools in this product are helpful. I can see device health and out-of-warranty status. This is crucial in keeping our environment up to date and secure.

Read full review

Quotes from Members

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

Pros

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings."

"Automation Anywhere is scalable and capable of adapting to any new requirements and technologies."

"Automation Anywhere has helped us in many ways and is one of the best RPA tools."

"It automates forms for our customers and our analysts."

"The technical support is good. If it is required that they provide their resources, they will send their resources to your organization to support you in terms of development and technical support."

"With Agentic capability, you can actually do those things; it has memory, it has access to tools, and it can do the job on our behalf as opposed to just telling us what to do."

"Bots add a lot of productivity and value to our business, because a robot can work for 24/7. They work a lot better, as compared to a human being, specifically for tasks which are repetitive in nature."

"The AI Agent of Automation Anywhere is very powerful and very good, with accurate, reliable, and faster responses, and it is able to understand the context so that from the next time onwards it delivers exactly what I expect."

More Automation Anywhere pros

"The initial setup isn't too difficult."

"It's definitely one of those tools that is super powerful."

"The product has been pretty stable so far."

"ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers."

"Pretty much our whole company runs through ConnectWise Manage."

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

"The most valuable feature is the management of projects from start to finish, starting with sales and going right to project delivery, with automation and integration with our other systems and really good usability supported by a very thorough knowledge base."

"ConnectWise Manage has made a difference in the connection to all of the other employees."

More ConnectWise PSA pros

"The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments and when we go to the group assignment they can assign it to me there."

"It is easy to set up."

"Ivanti Automation significantly simplifies IT infrastructure processes, handling access requests and facilitating various employee requests."

"The solution's technical support is excellent. I rate the technical support a ten out of ten."

"Ivanti Neurons for ITSM is a key tool and is very important to my service delivery efficiency."

"There is a very good approval hierarchy in place."

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."

More Ivanti ITSM pros

Cons

"An option should be provided to disable the flow and dual-mode since those are not used often by the developers, and hence take up extra space on the screen."

"The AI Sense functionality is what I believe can be improved since when I tried to use it for automating a use case involving a Citrix Virtual Machine, it was unable to capture objects consistently."

"However, maybe because this is a new version with a change in platform, it still has some bugs."

"We need more commands for PDF integration to make it more flexible."

"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot. That is something we have seen that none of the bots have been able to really do it because the back-end of those websites do not allow bots to scrap through all these websites and get the relevant data in one place. We would like to see how the bot companies would crack this idea. But, that's why I said, this look weird because of the legal reasons why this cannot be done. This is something that I am looking forward to."

"We would like to be able to directly implement automation for Word documents and XML."

"Automation Anywhere could enhance its services by establishing a local office in our region to provide better support."

"We have trouble with large volumes of data in Excel and are not getting good results."

More Automation Anywhere cons

"The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded."

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"The UX for general users can be improved as the UI is quite clunky and complicated."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

"Better documentation and access to the back end database would be nice."

"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"ConnectWise PSA’s graphical interface is a little old."

More ConnectWise PSA cons

"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."

"I rate Ivanti Neurons for ITSM an eight out of ten because it has many features but needs some improvements."

"Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices."

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

"There is room for improvement in terms of response time. The support team takes a long time to respond."

"The user interface could be more futuristic and modernized in terms of styling and colors."

"Their cloud relay feature needs to improve to compete with other products in cloud solutions like Azure and AWS. It should be easier to deploy or provision images in the cloud with Ivanti Automation. Better Azure integration would also help."

More Ivanti ITSM cons

Pricing and Cost Advice

"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."

"I think the pricing is reasonable, but clients often perceive it as expensive."

"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."

"The cost is anywhere between $10,000 and $100,000."

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

"Subscription for Automation Anywhere (AA) is paid yearly."

More Automation Anywhere pricing and cost advice

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"The pricing of ConnectWise Manage is reasonable."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"We're paying $940 a month for 14 users."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The product is affordable for small businesses."

"The price is on the higher side. The support is included in the standard licensing fees."

"My customers do direct sales with Ivanti, and they complain that Ivanti Automation is more expensive than other solutions."

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

917,382 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Construction Company

15%

Outsourcing Company

10%

Financial Services Firm

10%

Performing Arts

Manufacturing Company

11%

Outsourcing Company

10%

Financial Services Firm

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	561

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	11
Midsize Enterprise	3
Large Enterprise	8

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

See all answers

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

See all answers

What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

See all answers

What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

See all answers

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

I think the pricing aspect is cost-efficient.

See all answers

What needs improvement with Ivanti Neurons for ITSM?

Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devi...

See all answers

What is your primary use case for Ivanti Neurons for ITSM?

I use this product for patch management, remote access, and endpoint control.

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs ConnectWise PSA

Compared 12% of the time

JIRA Service Management vs ConnectWise PSA

Compared 8% of the time

IT Care Center vs ConnectWise PSA

Compared 7% of the time

Rev.io PSA (formerly Tigerpaw One) vs ConnectWise PSA

Compared 5% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

More ConnectWise PSA Competitors

ServiceNow vs Ivanti ITSM

Compared 8% of the time

JIRA Service Management vs Ivanti ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti ITSM

Compared 4% of the time

Zenphi vs Ivanti ITSM

Compared 3% of the time

OpenText Operations Orchestration vs Ivanti ITSM

Compared 3% of the time

More Ivanti ITSM Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

October 2026

Download ConnectWise PSA product report

Buyer's Guide

Ivanti ITSM

October 2026

Download Ivanti ITSM product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

ConnectWise Manage

HEAT Service Management, Ivanti Automation

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

Ivanti

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

Ivanti ITSM offers powerful automation with AI integration, featuring customizable service management solutions like self-service, Self Heal, service catalog, and ticketing systems, supporting incident, change, and asset management.

Ivanti ITSM combines stability, scalability, and cost-effectiveness, providing automation and AI-driven enhancements for handling incidents, changes, and assets. Users highlight its easy customization, user-friendly interface, and seamless integration with third-party tools. Notable for its patch management, endpoint visibility, and powerful workflows, Ivanti ITSM allows tailored service requests and comprehensive IT management, suitable for large and small enterprises. However, it requires enhancements for integration with non-Windows systems and some third-party tools, particularly improving self-service portal, UI, language localization, and support documentation. Configuration requirements, patching, and pricing models are also noted as areas needing refinement.

What are the standout features of Ivanti ITSM?

Self-Service Portal: Empowers users to resolve common issues independently.
Automation and AI: Drives efficiency with automated workflows and AI integration.
Service Catalog: Provides a structured offering of service requests and solutions.
Ticketing System: Streamlines incident tracking and resolution processes.
Patch Management: Ensures up-to-date and secure IT environments.

What benefits and ROI should users look for?

Customizability: Enables adaptation to specific IT needs.
Cost Efficiency: Offers scalable solutions without excessive costs.
Third-Party Integration: Facilitates seamless interaction with existing tools.
User-Friendly Interface: Simplifies adoption and day-to-day use.
Scalability: Supports growing and diverse IT requirements.

Ivanti ITSM is implemented widely in sectors like HR and finance for digital transformation, leveraging ITIL-certified processes and customizable workflows for comprehensive service desk operations. Its integration of intelligent chatbots and central support centers addresses IT needs efficiently, favored by organizations seeking ServiceNow alternatives.

Ivanti

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Buyer's Guide

ConnectWise PSA vs. Ivanti ITSM

September 2026

Free Report: ConnectWise PSA vs. Ivanti ITSM

Find out what your peers are saying about ConnectWise PSA vs. Ivanti ITSM and other solutions. Updated: September 2026.

DOWNLOAD NOW

917,382 professionals have used our research since 2012.

See our ConnectWise PSA vs. Ivanti ITSM report.

See our list of best Help Desk Software 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.