Coming October 25: PeerSpot Awards will be announced! Learn more
Buyer's Guide
IT Service Management (ITSM)
September 2022
Get our free report covering ServiceNow, Atlassian, ManageEngine, and other competitors of Ivanti Service Desk . Updated: September 2022.
634,325 professionals have used our research since 2012.

Read reviews of Ivanti Service Desk alternatives and competitors

Sayed Munir - PeerSpot reviewer
Senior Consultant at a tech services company with 10,001+ employees
Consultant
Top 20
Beneficial connectors, useful service requests, and setup straightforward
Pros and Cons
  • "The most valuable features of the Ivanti Service Desk are service requests and incident management."
  • "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."

What is our primary use case?

We are using Ivanti Service Desk for service requests, incident management, change management, IT discovery, and asset discovery.

What is most valuable?

The most valuable features of the Ivanti Service Desk are service requests and incident management.

What needs improvement?

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.

For how long have I used the solution?

I have been using Ivanti Service Desk for approximately six months.

What do I think about the stability of the solution?

The stability of the Ivanti Service Desk depends on our server connectivity and the availability of our server. If we have good a good environment then the solution can be very stable.

What do I think about the scalability of the solution?

We have approximately 4,000 users using this solution in my organization.

We use the Ivanti Service Desk on a daily basis, for logging our tickets, new user joining, and many service requests are being completed.

How are customer service and support?

I have not contacted technical support.

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

The initial setup of the Ivanti Service Desk was straightforward.

What about the implementation team?

We have two people who do the maintenance and support this solution.

Which other solutions did I evaluate?

I have been evaluating Freshdesk.

What other advice do I have?

I rate Ivanti Service Desk an eight out of ten.

Ivanti Service Desk gives all the functionality we need. This is why I gave it eight. I subtracted two points for poor user-friendliness. The GUI is not user-friendly. When compared to BMC or ServiceNow, they can improve a lot on the GUI.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Flag as inappropriate
Buyer's Guide
IT Service Management (ITSM)
September 2022
Get our free report covering ServiceNow, Atlassian, ManageEngine, and other competitors of Ivanti Service Desk . Updated: September 2022.
634,325 professionals have used our research since 2012.