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 Help Desk Software."It is highly configurable with PinkVERIFY status."
"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 best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"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."
"Incident management is a valuable feature."
"The subsequent chain of tasks, I believe, is valuable."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."
"SPM and ITSM features are the most helpful."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"The pricing of the product is quite good. It's not too expensive."
"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."
"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 mobile service is minimal and doesn't provide sufficient capabilities."
"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."
"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."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"Needs additional software titles and easier normalization."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"Transparency in the pricing model needs to be improved."
"It's too complicated and there are too many options."
"ServiceNow's mobile app should be seamless and it is not right now."
"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. Ivanti Service Desk [EOL] is rated 7.6, while ServiceNow is rated 8.4. The top reviewer of Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Ivanti Service Desk [EOL] is most compared with JIRA Service Management, Cherwell Service Management, Freshservice, ManageEngine ServiceDesk Plus and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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