Ivanti Service Desk [EOL] vs SCSM comparison

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Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,234 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:
Pros
"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 most valuable features of the Ivanti Service Desk are service requests and incident management.""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.""The initial setup was quite simple; installing just took a few minutes.""The tool supports a lot of standard reporting KPIs.""Incident management and service request management features are the most valuable.""It is highly configurable with PinkVERIFY status."

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"The most valuable feature is the reporting of incidents.""The call logging is the solution's most valuable feature. It's very easy to use.""It is a simple solution that is easy to configure.""This product has helped our organization by allowing people to connect with each other.""A very convenient package like an all-in-one tool but it is actually five or six products acting well together.""The reporting is very good.""For our cloud-based deployment of SCSM, the Autopilot is the best feature.""I've used SCSM a lot, and its features are valuable."

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Cons
"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.""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.""When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process.""The mobile service is minimal and doesn't provide sufficient capabilities.""You must be very technical to configure it.""The interface can be improved. It can be made more interactive for self-service users.""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.""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."

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"We would like to see a web-based interface that works on mobile devices.""One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.""Mobile application integration would be an improvement.""Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration.""The user interface needs to be improved.""We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard.""I have found SCSM not adequate enough to carry out some functions."

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Pricing and Cost Advice
Information Not Available
  • "It is a lower price vs. other things on the market."
  • "It is an expensive solution."
  • "Licensing can be complex and confusing."
  • "The price should be lower."
  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • "I would rate the pricing as two out of five."
  • More SCSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The tool supports a lot of standard reporting KPIs.
    Top Answer: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… more »
    Top Answer:Basically, we use it for service management from the financial side of things.
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:For any weaknesses in the product, our company's security team maintains the application for our environment. The logs and reporting-related features of the product have certain shortcomings where… more »
    Ranking
    Unranked
    In Help Desk Software
    14th
    out of 59 in Help Desk Software
    Views
    1,579
    Comparisons
    877
    Reviews
    8
    Average Words per Review
    511
    Rating
    7.6
    Comparisons
    Also Known As
    System Center Service Manager
    Learn More
    Overview

    Deliver outstanding IT support services to employees and customers.

    System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
    Sample Customers
    MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
    Fibabanka, UMC Health System
    Top Industries
    VISITORS READING REVIEWS
    Government14%
    Computer Software Company11%
    Healthcare Company8%
    Manufacturing Company7%
    REVIEWERS
    Financial Services Firm20%
    Computer Software Company10%
    Hospitality Company10%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Government25%
    Computer Software Company10%
    Financial Services Firm9%
    Manufacturing Company9%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise33%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise15%
    Large Enterprise62%
    REVIEWERS
    Small Business38%
    Midsize Enterprise21%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise19%
    Large Enterprise66%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    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 7.2. 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.

    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.