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Ivanti Service Desk [EOL] vs ServiceNow comparison

Ivanti and ServiceNow are both solutions in the IT Service Management (ITSM) category. Additionally, 88% of Ivanti users are willing to recommend the solution, compared to 91% of ServiceNow users who would recommend it.
ServiceNow
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  • 7,479 Comparison Views
91% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Ivanti Service Desk [EOL] and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2025).
Buyer's Guide
IT Service Management (ITSM)
September 2025
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Helped 867,497 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

Ivanti Service Desk [EOL]
Average Rating
7.6
Reviews Sentiment
6.0
Number of Reviews
8
Ranking in other categories
No ranking in other categories
ServiceNow
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
223
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Featured Reviews

Sayed Munir - PeerSpot reviewer
Beneficial connectors, useful service requests, and setup straightforward
I previously used ManageEngine. I switched because the Ivanti Service Desk has a lot of integrations and connectors which are beneficial. There are a lot of minute details where Ivanti Service Desk has an advantage over ManageEngine. For example, in ManageEngine ITSM we cannot integrate it with Oracle ERP. However, in Ivanti Service Desk we can integrate it with ERP solutions to fit in the user details, and other required objects we want. That's one of the biggest differentiators. Additionally, Ivanti Service Desk gives a lot of customization while in ManageEngine a lot of elements are hardcoded. We cannot customize it up to the minute level.
Read full review
Nikhil Gohil - PeerSpot reviewer
Enables effective incident management and seamless workflow automation with valuable mobile accessibility
I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.
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

"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 most valuable features of the Ivanti Service Desk are service requests and incident management."
"The tool supports a lot of standard reporting KPIs."
"Incident management and service request management features are the most valuable."
"The initial setup was quite simple; installing just took a few minutes."
"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."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"We have found change management and CMDB to be very useful."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"ServiceNow is easy to use and has a user-friendly interface."
"The solution has a user-friendly interface."
"The solution integrates well with other products."
More ServiceNow pros
 

Cons

"The mobile service is minimal and doesn't provide sufficient capabilities."
"The interface can be improved. It can be made more interactive for self-service users."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"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 must be very technical to configure it."
"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."
"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."
"Performance could be improved."
"The visuals are the one area where there is opportunity for improvement."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"ServiceNow doesn't cater to the Middle Eastern market."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"It's too complicated and there are too many options."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
More ServiceNow cons
 

Pricing and Cost Advice

Information not available
"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
"ServiceNow's pricing is comparatively higher than Helix's."
"It is very expensive because it is a big organization. You have to pay for additional things."
"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."
"The solution is expensive."
"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."
"I have found the solution very expensive."
"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."
More ServiceNow pricing and cost advice
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
12%
Financial Services Firm
12%
Manufacturing Company
10%
Government
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise4
By reviewers
Company SizeCount
Small Business54
Midsize Enterprise36
Large Enterprise163
 

Questions from the Community

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Earn 20 points
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
See all answers
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
See all answers
What do you like most about ServiceNow?
The solution has a user-friendly interface.
See all answers
 

Comparisons

Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL] Logo
Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL]
Compared 100% of the time
More Ivanti Service Desk [EOL] Competitors
BMC Helix ITSM vs ServiceNow Logo
BMC Helix ITSM vs ServiceNow
Compared 6% of the time
Pega Platform vs ServiceNow Logo
Pega Platform vs ServiceNow
Compared 5% of the time
Microsoft Dynamics CRM vs ServiceNow Logo
Microsoft Dynamics CRM vs ServiceNow
Compared 5% of the time
IBM Maximo vs ServiceNow Logo
IBM Maximo vs ServiceNow
Compared 5% of the time
Microsoft Power Apps vs ServiceNow Logo
Microsoft Power Apps vs ServiceNow
Compared 5% of the time
More ServiceNow Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
September 2025
Ivanti Service Desk [EOL] reportDownload Ivanti Service Desk [EOL] product report
Buyer's Guide
ServiceNow
August 2025
ServiceNow reportDownload ServiceNow product report
 

Overview

Deliver outstanding IT support services to employees and customers.

Ivanti

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:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot 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.”

ServiceNow
 

Sample Customers

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Buyer's Guide
IT Service Management (ITSM)
September 2025
Download Free Report
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: September 2025.
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See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

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