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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
Read 224 ServiceNow reviews
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  • 8,848 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, ManageEngine and others in IT Service Management (ITSM).

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: January 2026).
Buyer's Guide
IT Service Management (ITSM)
January 2026
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Helped 883,448 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
8.6
Reviews Sentiment
6.8
Number of Reviews
224
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 (2nd)
 

Featured Reviews

reviewer2150373 - PeerSpot reviewer
reviewer2150373
Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees
Scalable but interface can be improved
Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…
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MT
MichaelTang1
Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees
Seamless data integration and advanced automation improve service delivery efficiency
I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Incident management and service request management features are the most valuable."
"The initial setup was quite simple; installing just took a few minutes."
"The tool supports a lot of standard reporting KPIs."
"It is highly configurable with PinkVERIFY status."
"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."
"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."
"ServiceNow is very easy to set up."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"It provides internal clients with greater transparency about their projects and deliverables."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"I have found the workflows and integration the most valuable in this solution."
"The most valuable feature is that this is a Cloud solution."
More ServiceNow pros
 

Cons

"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 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."
"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 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."
"The interface can be improved. It can be made more interactive for self-service users."
"Creating service catalog forms could be made easier."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"Needs additional software titles and easier normalization."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"The Express edition does not allow the option for scripting."
"Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"Integration capabilities can improve."
More ServiceNow cons
 

Pricing and Cost Advice

Information not available
"I have found the solution very expensive."
"ServiceNow's pricing is comparatively higher than Helix's."
"There is an annual subscription to use this solution."
"The setup cost is high compared to others, especially when the scope is not fixed."
"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
"It is fairly expensive."
"It is very expensive because it is a big organization. You have to pay for additional things."
More ServiceNow pricing and cost advice
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
12%
Manufacturing Company
10%
Computer Software Company
9%
Government
8%
 

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 Business55
Midsize Enterprise35
Large Enterprise167
 

Questions from the Community

Ask a question
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

BeyondTrust Remote Support vs Ivanti Service Desk [EOL] Logo
BeyondTrust Remote Support vs Ivanti Service Desk [EOL]
Compared 21% of the time
Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL] Logo
Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL]
Compared 20% of the time
Cherwell Service Management vs Ivanti Service Desk [EOL] Logo
Cherwell Service Management vs Ivanti Service Desk [EOL]
Compared 18% of the time
Freshdesk vs Ivanti Service Desk [EOL] Logo
Freshdesk vs Ivanti Service Desk [EOL]
Compared 14% of the time
Freshservice vs Ivanti Service Desk [EOL] Logo
Freshservice vs Ivanti Service Desk [EOL]
Compared 13% 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
IBM Maximo vs ServiceNow Logo
IBM Maximo vs ServiceNow
Compared 5% of the time
JIRA Service Management vs ServiceNow Logo
JIRA Service Management vs ServiceNow
Compared 4% of the time
Zendesk vs ServiceNow Logo
Zendesk vs ServiceNow
Compared 4% of the time
Freshservice vs ServiceNow Logo
Freshservice vs ServiceNow
Compared 3% of the time
More ServiceNow Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
January 2026
Ivanti Service Desk [EOL] reportDownload Ivanti Service Desk [EOL] product report
Buyer's Guide
ServiceNow
February 2026
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)
January 2026
Download Free Report
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: January 2026.
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883,448 professionals have used our research since 2012.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

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