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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 225 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: March 2026).
Buyer's Guide
IT Service Management (ITSM)
March 2026
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Helped 884,122 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
225
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 is a valuable feature."
"The tool supports a lot of standard reporting KPIs."
"It is highly configurable with PinkVERIFY status."
"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 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 and service request management features are the most valuable."
"Data in reports and dashboards are easily accessible."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"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."
"Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"We used ServiceNow for change management, release management, and event management."
"Remote access is most valuable."
"The solution integrates well with other products."
More ServiceNow pros
 

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."
"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 interface can be improved. It can be made more interactive for self-service users."
"You must be very technical to configure it."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"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."
"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."
"The utilization of AI in ServiceNow needs enhancement."
"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."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"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."
"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."
"Complexities in the organization made the initial deployment complex."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"The contract module is quite rudimentary and doesn't support contract line items."
More ServiceNow cons
 

Pricing and Cost Advice

Information not available
"The price is okay for us. It's reasonable."
"The licensing expenses are excessively high."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"They could be more competitive with their licensing."
"ServiceNow is an expensive solution."
"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."
"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
"Certainly, from a product-platform perspective, the price is not too bad."
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
8%
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 19% of the time
Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL] Logo
Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL]
Compared 17% of the time
Cherwell Service Management vs Ivanti Service Desk [EOL] Logo
Cherwell Service Management vs Ivanti Service Desk [EOL]
Compared 15% of the time
Freshdesk vs Ivanti Service Desk [EOL] Logo
Freshdesk vs Ivanti Service Desk [EOL]
Compared 12% of the time
Freshservice vs Ivanti Service Desk [EOL] Logo
Freshservice vs Ivanti Service Desk [EOL]
Compared 12% 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 4% of the time
More ServiceNow Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
March 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)
March 2026
Download Free Report
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: March 2026.
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884,122 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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