We performed a comparison between Ivanti Service Desk [EOL] and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Incident management and service request management features are the most valuable."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"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."
"It is highly configurable with PinkVERIFY status."
"The initial setup was quite simple; installing just took a few minutes."
"Incident management is a valuable feature."
"The tool supports a lot of standard reporting KPIs."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The most valuable feature is the reporting of incidents."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"It is quite scalable."
"This solution is easy to use."
"The most requested feature from our customers is the helpdesk ticketing system."
"The solution offers good productivity at a low price point."
"It is one of the most stable solutions in the market."
"The interface can be improved. It can be made more interactive for self-service users."
"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."
"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."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"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 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."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"Resources for understanding compliance and relative compliance need to be made available."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"I have found SCSM not adequate enough to carry out some functions."
"The configuration could be easier."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Once we had an issue with a desktop download that would not open."
Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Ivanti Service Desk [EOL] is rated 7.6, while SCSM is rated 7.0. The top reviewer of Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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