Ivanti ITSM vs Micro Focus Service Anywhere [EOL] comparison

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Executive SummaryUpdated on Sep 3, 2026

Micro Focus Service Anywhere [EOL] and Ivanti ITSM are both IT service management solutions. Ivanti ITSM is typically viewed as superior due to its extensive features, although Service Anywhere is noted for favorable pricing and support.

Features:Micro Focus Service Anywhere [EOL] includes automated service management, intelligent data analysis, and a user-friendly self-service portal. Ivanti ITSM offers customizable workflow automation, robust service integration, and a powerful ticketing system.

Room for Improvement:Micro Focus Service Anywhere [EOL] could advance its user interface and expand its integration capabilities. Enhancements in reporting and analytics are also desirable. Ivanti ITSM could improve pricing structures and simplify its user training process. There is also room for more intuitive configuration management.

Ease of Deployment and Customer Service:Micro Focus Service Anywhere [EOL] offers straightforward deployment and reliable customer service. Ivanti ITSM has flexible deployment options and a strong support system, making adaptation and problem-solving easier.

Pricing and ROI:Micro Focus Service Anywhere [EOL] provides a cost-effective initial setup and reasonable ROI. Ivanti ITSM may have higher setup costs but offers substantial ROI through its feature-rich offerings, justifying the investment for many businesses.

To learn more, read our detailed Help Desk Software Report (Updated: October 2026).

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Help Desk Software

October 2026

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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

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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.

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it_user568017

CTO at a financial services firm with 51-200 employees

It is accurate, secure and stable.

Anything that can basically reduce the amount of time that the guys spend working on a specific problem or task. There is always room for improvement that can be in terms of functionality, cost of market, ease of use, training of the product and so on. If it brings functionality into the solution, that would be good. I'll leave it at that because there's so much that they can offer, it's unreal.

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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

"Using the Automation Anywhere University, you can go and train yourself to be an expert in the tool."

"So far, the experience with Automation Anywhere in the last two and a half years has been wonderful."

"The MetaBots are by far the most effective system within AA. Due to the fact that no scripting is required and only the passing of variables or values to get a definite result. IQ Bot with the ABBY OCR is a powerful component to do multiple extractions in the shortest possible timeframe in comparison to human execution of similarly identified tasks or operations."

"The biggest benefit of Automation Anywhere is that it makes our processes error-free. Accuracy is how you build efficiency within the system and increase productivity."

"The most valuable thing about using this product is that we are able to use the time that we spent doing manual processing for other progressive purposes."

"It is an easy product. It is easier and less complex than any other RPA tool in the market. It is a popular product."

"By using SNMP configurations and Excel, I was able to read the mail. I used this functionality to categorize the fabric, then I used this information to correlate the value to Jira along with Excel."

"Automation Anywhere offers the capability of integrating the DLL files with meta bot and hence the developer can use DLL files to connect to applications likes outlook, SAP, etc"

More Automation Anywhere pros

"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."

"This is an excellent alternative to ServiceNow for smaller companies."

"My advice to others considering Ivanti Neurons for ITSM is that it is a good platform to obtain comprehensive help in one location, and users can utilize this platform comfortably."

"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."

"The solution's installation depends on its customization. It is easy."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

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

"HEAT Service Management is a great tool for assets, service desk, and customer service management."

More Ivanti ITSM pros

"So far, the initial setup time for the initial configuration to get it up and running and usable was surprisingly fast."

"The benefits for the company is the ability to reuse the knowledge that you can capitalize on the entire process and be able to share the same process worldwide for all of our countries."

"Easier access to data and for reporting which gives the data for managing IT."

"Just the use of big data is a game changer for us."

"We can provide a rollout in two to four weeks from customer engagement to production use."

"It helps to capitalize everything in our company and also to leverage the activity between the teams."

"Our users have traditionally been slow to adopt new systems, and in the past have not raised requests in our previous ITSM systems, but when we launched Service Anywhere to our staff we found they instantly adopted it, and the number of requests handled through the system has almost completely replaced other methods, allowing us to shut down several email addresses and have our staff use one single point of contact in Service Anywhere."

"Now, our customer has a flow chart to maintain requests, and the service desk has got good feedback from the customer."

More Micro Focus Service Anywhere [EOL] pros

Cons

"The main problem that I have with Automation Anywhere is the support. When I have problems that I cannot solve by myself, it is hard to achieve a good result with support. Language is another issue."

"The biggest issue was that the new license required upgraded hardware infrastructure so we were getting all new tech stuff procured which meant that we were getting updated RAMs and things like that. Getting the licenses was easier but building the infrastructure which was required to support the new version was difficult."

"It would be great if video analytics could be brought in as a third-party product integration or on the Automation Anywhere platform. I would like the video analytics to be integrated within the next two years. Right now, most people are using third-party tools. Video can be translated into an image and information can be picked up from that, then translated into meaningful insights to make decisions."

"Initially, the implementation was tough."

"Unfortunately, this process was not used for a long time due to latency issues and a functionality gap."

"Their bot runners could be made to handle multiple payloads at the same time because if I want to run multiple parallel operations, the number of bot runners that I have to buy just keeps increasing. It is adding to the cost. However, there is a possibility that we don't need that many bot runners, and we can run multiple operations in a bot runner. This would be a great addition to have."

"The solution should include an analytics dashboard. As the space is maturing, many vendors sell functionalities as separate components so this is not unique to the solution."

"Bots get disconnected from control rooms sometimes without any reason and this takes up a lot of time."

More Automation Anywhere cons

"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

"The user interface must be made simpler and more effective."

"Support needs improvement in terms of responsiveness and timeliness."

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

"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."

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

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"The support that we're currently getting is just not there."

More Ivanti ITSM cons

"It's not as mature, and so we have got a few things we're looking for there that we're working with HP on."

"We had some teething problems with Dev tenant export to production tenant import."

"However, this application won't be enough for us."

"I'd like to see better ways of getting reports into a paper copy which means the ability to export into Excel."

"The technical support could be better."

"The process of moving updates from development to production."

"Customer service is 3/10 as it has a lot of scope for improvement."

"Integration: The integration capacity of the tool is limited."

More Micro Focus Service Anywhere [EOL] cons

Pricing and Cost Advice

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."

"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."

"If it is saving FTE and Generating a good ROI then it is Worth Investing."

"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."

"We have seen about a 10 percent monetary savings."

"They are already coming out with a community license, which is really good. That's something that I wish to have."

"We have saved time and money using this solution."

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."

More Automation Anywhere pricing and cost advice

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

"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."

"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."

"The product is affordable for small businesses."

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

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

11%

Manufacturing Company

11%

Financial Services Firm

Construction Company

23%

Outsourcing Company

19%

Manufacturing Company

10%

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

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

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	10

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 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

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Comparisons

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HyperScience vs Automation Anywhere

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ServiceNow vs Ivanti ITSM

Compared 7% of the time

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Compared 5% of the time

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Compared 3% of the time

Zenphi vs Ivanti ITSM

Compared 3% of the time

OpenText Operations Orchestration vs Ivanti ITSM

Compared 3% of the time

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Compared 27% of the time

Clarity SM vs Micro Focus Service Anywhere [EOL]

Compared 25% of the time

ServiceNow vs Micro Focus Service Anywhere [EOL]

Compared 20% of the time

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Compared 17% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

Ivanti ITSM

October 2026

Download Ivanti ITSM product report

Buyer's Guide

Micro Focus Service Anywhere [EOL]

October 2026

Micro Focus Service Anywhere [EOL] report

Download Micro Focus Service Anywhere [EOL] product report

Also Known As

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

HEAT Service Management, Ivanti Automation

HPE Service Anywhere

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

OpenText

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

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

Micro Focus Service Anywhere is a comprehensive, Big Data SaaS service desk based on industry best practices and built on a modern, scalable platform. Micro Focus Service Anywhere is easy-to-use with no installation, seamless upgrades, and rich out-of-the-box capabilities.

Using Big Data analytics, Micro Focus Service Anywhere proactively suggests knowledge during the natural course of service desk activities based on what is trending and most relevant. Big Data is embedded, analyzing all useful ITSM data across traditional structured records and previously unused, unstructured data. Combined with social collaboration and an attractive, modern interface, employees become more self-sufficient and tickets are reduced. Agents also become more efficient as tickets are automatically categorized and assigned to the appropriate agent, and when an agent reviews a service request, the system offers information that can resolve the issue and helps fill in required fields. Big Data also provides insights into trends to help process owners become more proactive, improving service quality.

Quick to deploy – your service desk can be up and running in just a few short weeks. Once deployed, it is then simple to administer and maintain going forward. Upgrades are effectively effortless. Its out-of-the-box capabilities reduce the need for customization and further decrease implementation times and associated costs.

For additional information read the Forrester Total Economic Impact Study on Micro Focus Service Anywhere.

To try a 30-day free trial of Micro Focus Service Anywhere, visit: hpe.com/software/servicedesk

OpenText

Sample Customers

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

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

· United Airlines· America First Credit Union· AerLingus· PointClick Care· Faro Europe GmbH· The Hutton Institute· Tunise Electronique

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: October 2026.

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