We performed a comparison between Ivanti Service Desk and ServiceNow based on real PeerSpot user reviews.Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"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."
"Incident management is a valuable feature."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."
"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."
"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."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"Complexities in the organization made the initial deployment complex."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"The capital expenditure neeed to get the tool up and running is extensive."
"The interface requires an upgrade."
Deliver outstanding IT support services to employees and customers.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Reviews from Real Users
IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
Ivanti Service Desk is ranked 13th in Help Desk Software with 5 reviews while ServiceNow is ranked 1st in Help Desk Software with 67 reviews. Ivanti Service Desk is rated 8.0, while ServiceNow is rated 8.2. The top reviewer of Ivanti Service Desk writes "It offers us the flexibility to use the tool across multiple departments, not just IT". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". Ivanti Service Desk is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, Cherwell Service Management, Freshdesk and BMC Helix ITSM, whereas ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, Appian and Pega BPM. See our Ivanti Service Desk vs. ServiceNow report.
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