We initially used Ivanti as an IT service management tool for instant problem change and request fulfillment. Now we use the solution in a range of different workflow scenarios across various corporate teams, including HR requests, corporate comms, building orders, and customer management.
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Buyer's Guide
Download the IT Service Management (ITSM) Buyer's Guide including reviews and more. Updated: June 2023
What is Ivanti Service Desk ?
Deliver outstanding IT support services to employees and customers.
Ivanti Service Desk Customers
MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
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Ivanti Service Desk Reviews
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Lifetime Process Manager at a government with 201-500 employees
It offers us the flexibility to use the tool across multiple departments, not just IT
Pros and Cons
- "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."
- "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."
What is our primary use case?
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
We've been using the current setup since 2013, but I have worked on predecessors to the Ivanti product since 2007.
Buyer's Guide
IT Service Management (ITSM)
June 2023

Find out what your peers are saying about Ivanti, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: June 2023.
709,643 professionals have used our research since 2012.
What do I think about the stability of the solution?
Ivanti is stable. We've been using it for many years. Now and then, we've had issues scaling up the servers, but nothing unexpected.
What do I think about the scalability of the solution?
Ivanti has proven to be highly scalable. However, we probably underestimated the demand when we brought in extra customers. We have about 23,000 users now.
How are customer service and support?
We've never had a huge issue with Ivanti technical support, but we don't need them often. Typically, we only have issues when upgrading, and we need their assistance to get that fixed beforehand. We don't rely on them for day-to-day support, which we primarily handle in-house.
Which solution did I use previously and why did I switch?
Each company had its own solution before we merged. We were all independent up to that point. My last company was with was using the Touchpaper solution, which became LANDesk, then Ivanti. We've continued with our tool, but there had to be a corporate standard, so the other companies were told to migrate on to the Ivanti platform.
How was the initial setup?
The initial deployment took over 18 months, including migration from eight solutions to this one. We were formed through the merger of eight or nine different bodies into a single organization. They all had different solutions.
The migration was pretty complex from that point of view, but getting the system up was straightforward. It just took us 18 months to onboard all the users from the different areas.
What about the implementation team?
The deployment was mostly in-house with some vendor support. We had LANDesk consultants at the time, but now they're Ivanti. We had a few days' support from them, but it was primarily in-house.
What other advice do I have?
I rate Ivanti Service Desk eight out of 10. If you can invest the development time, you'll get a lot out of this product. We've invested a lot of resources into this, and our usage has expanded dramatically.
You get out what you put in. If you want something you can just deploy and forget about, this is probably not suitable. You could do that with some other solutions. However, we've found this to be excellent in terms of the customization options.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.

Senior Consultant at a tech services company with 10,001+ employees
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
Buyer's Guide
IT Service Management (ITSM)
June 2023

Find out what your peers are saying about Ivanti, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: June 2023.
709,643 professionals have used our research since 2012.
IT Manager at Public Transportation Company
Very good incident management; unfortunately lacks integration with other systems
Pros and Cons
- "Incident management is a valuable feature."
- "The mobile service is minimal and doesn't provide sufficient capabilities."
What is our primary use case?
We use this solution for our service desk and for batch management. We are customers of Ivanti.
What is most valuable?
Incident management is a valuable feature.
What needs improvement?
I'd like to see more focus on the mobile service which is minimal and doesn't provide sufficient capabilities because it is very basic. It doesn't make for a good product. We get there in the end but sometimes it's lacking in functionality, particularly when compared to other solutions. In addition, the portal requires some enhancements because it's outdated and in need of an upgrade. Ivanti lacks integration with other systems and it doesn't have any out-of-the-box ABIs. Finally, the technical support needs to be improved, they take a long time to respond.
For how long have I used the solution?
I've been using this solution for three years.
What do I think about the stability of the solution?
The solution is stable.
What do I think about the scalability of the solution?
The solution is scalable. We have around 500 users in HR, IT and facility management. We have two admins to maintain the system.
How are customer service and support?
When you open a ticket with support, it takes around two or three days to get a response. After that, they send you a link where you can search for assistance. It's not professional support. When we have a problem, Ivanti should investigate. If I have a problem with the system, that means I have a problem with my business and if the issue can't be solved quickly, it costs us.
How would you rate customer service and support?
Negative
How was the initial setup?
The initial setup is very straightforward and we were able to deploy within three weeks.
What's my experience with pricing, setup cost, and licensing?
We pay an annual license fee. It's expensive compared to other solutions. If you're aware of the technical aspects you'd realize you're getting what you paid for but it's still quite high.
What other advice do I have?
The product is very strong, but there are issues with support and the look and feel of the product. When that is solved, it will make a big difference.
I rate this solution seven out of 10.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Nov 20, 2022
Flag as inappropriateSenior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees
Scalable but interface can be improved
Pros and Cons
- "The initial setup was quite simple; installing just took a few minutes."
- "The interface can be improved. It can be made more interactive for self-service users."
What is our primary use case?
Basically, we use it for service management from the financial side of things.
What is most valuable?
I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement.
What needs improvement?
The interface can be improved. It can be made more interactive for self-service users. Some standard functionalities, such as chat or multi-channel experiences, could also be included.
In the future release of the product, I would like to see a better and more interactive interface and checking options.
For how long have I used the solution?
I have been working with Ivanti for one and a half years. I am using the latest version.
What do I think about the stability of the solution?
I would rate the stability a seven out of ten. There were some performance drops and were unavailable at times.
What do I think about the scalability of the solution?
There are people in different roles using this solution. Moreover, we have around 100 users across multiple departments and roles, such as sales services, managers, and analysts.
Overall, I would rate the scalability an eight out of ten.
How are customer service and support?
The customer service and support team is helpful.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup was quite simple; installing just took a few minutes.
What about the implementation team?
It was pretty intuitive to deploy it; we didn't need any third-party help.
Which other solutions did I evaluate?
I have experience with ServiceNow.
What other advice do I have?
I would recommend using Ivanti. Overall, I would rate the product a seven out of ten. It would be because of the interface and probably the kind of omnichannel experience it does not provide.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Apr 25, 2023
Flag as inappropriateSolution Architect at a tech services company with 51-200 employees
A stable and scalable solution that supports standard KPIs
Pros and Cons
- "The tool supports a lot of standard reporting KPIs."
- "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."
What needs improvement?
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.
For how long have I used the solution?
I am using the tool for more than two years.
What do I think about the stability of the solution?
The tool is a very stable product.
What do I think about the scalability of the solution?
I am not worried about the scalability in a cloud environment. The on-prem version is scalable as long as it supports web services. There is no drawback in event architecture as per scalability.
How are customer service and support?
The tool's support is only for customers who are on live, not for the partner resource. We have to depend on the community forum and other articles. There is not much help from the reporting services.
How was the initial setup?
The tool's initial setup is easy and straightforward. However, the tool has a complicated configuration. The solution's documentation also does not help much with respect to that.
What other advice do I have?
I would rate the tool an eight out of ten. The tool supports a lot of standard reporting KPIs.
Disclosure: My company has a business relationship with this vendor other than being a customer:
Last updated: May 17, 2023
Flag as inappropriateThreat Intelligence and Forensics Investigation Specialist at True Digital Group
Automatic tracking and cloud storage make reviewing easy
Pros and Cons
- "The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
- "When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
What is our primary use case?
I mainly use Service Desk to track service requests and check service records.
What is most valuable?
The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well. In addition, because everything is tracked and kept on the cloud, it's very easy to review changes.
What needs improvement?
When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process.
For how long have I used the solution?
I've been using this solution for six months.
What do I think about the scalability of the solution?
This is a scalable solution.
Which solution did I use previously and why did I switch?
I also use Jira, which I feel is a better solution because it includes so many integrations and other features.
What other advice do I have?
I would rate Service Desk as nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.

Buyer's Guide
Download our free IT Service Management (ITSM) Report and find out what your peers are saying about Ivanti, ServiceNow, ManageEngine, and more!
Updated: June 2023
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Buyer's Guide
Download our free IT Service Management (ITSM) Report and find out what your peers are saying about Ivanti, ServiceNow, ManageEngine, and more!
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