Cherwell Service Management [EOL] vs Ivanti ITSM comparison

Why PeerSpot?

Cherwell Service Management [EOL] and Ivanti ITSM are both solutions in the Help Desk Software category. Additionally, 80% of Cherwell Service Management [EOL] users are willing to recommend the solution, compared to 94% of Ivanti ITSM users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Sep 3, 2026

Ivanti ITSM and Cherwell Service Management [EOL] compete in the IT service management field. Ivanti ITSM stands out for affordability and support, while Cherwell Service Management [EOL] offers a superior feature set and value.

Features: Ivanti ITSM offers automation capabilities, efficient incident management, and advanced reporting. Cherwell Service Management [EOL] provides versatile customization, strong integration possibilities, and an extensive feature range.

Room for Improvement: Ivanti ITSM could enhance its customization options, expand integration capabilities, and further develop its feature set. Cherwell Service Management [EOL] could work on simplifying its deployment process, improving user interface, and increasing affordability.

Ease of Deployment and Customer Service: Ivanti ITSM is notable for a straightforward deployment and responsive support. Cherwell Service Management [EOL] offers a complex deployment that allows flexibility and adaptability but demands significant effort.

Pricing and ROI: Ivanti ITSM is known for lower initial setup costs and quicker ROI, making it appealing to budget-conscious buyers. Cherwell Service Management [EOL] carries a higher upfront cost but delivers long-term ROI through its extensive features.

To learn more, read our detailed Help Desk Software Report (Updated: September 2026).

Buyer's Guide

Help Desk Software

September 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Rajat_Srivastava

Manager - Technical Support at a tech vendor with 10,001+ employees

Has helped streamline ticketing and change management while offering clear documentation support

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

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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

"We got the solution because of its ease of use with the API call, avoiding the use of developers."

"It helps in improving employee productivity, morale, and retention, as automation removes the tedious parts of work and frees up often stretched-thin employees for more meaningful and creative work."

"V.11 has three different recorders but A2019 Automation Anywhere created an all-in-one recorder called Universal recorder which more reliable to use."

"This solution allows for the letter generation to take place within seconds, improving the experience for the employees."

"AA RPA has drastically reduced speed of execution and thus turn around time of processes, ensuring all service level agreements are met and our customers get a great experience."

"From the customer's perspective, the biggest benefits are automation of the security and monitoring systems."

"Our ROI has ranged from thousands to hundreds of thousands, depending on the type of process being automated."

"It has reduced the number of full-time employees."

More Automation Anywhere pros

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The most valuable features are problem management and change management."

"We use the solution every day and quite extensively."

"All our activities are carried out in the one place."

"The dashboard and the reporting functionality are the solution's most valuable features."

"The dashboard is very useful to get a quick overview of current tasks."

More Cherwell Service Management [EOL] pros

"The solution is easy to use and has a user-friendly interface."

"The solution's technical support is excellent. I rate the technical support a ten out of ten."

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

"The solution's installation depends on its customization. It is easy."

"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."

"This is an excellent alternative to ServiceNow for smaller companies."

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

"The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments and when we go to the group assignment they can assign it to me there."

More Ivanti ITSM pros

Cons

"Having some more pre-mapping and pre-setup analysis of what you're going to be doing with it would be helpful."

"There is room for improvement in terms of costs and procurement considerations."

"The OCR can be a little better because sometimes while scrapping, it leads to data loss."

"From an ease of use point of view, on a scale of one to ten with ten being really easy, I would rate the tool a six."

"With Citrix, we need a dedicated server to work with it. This has become complicated, as it is not easy to pull all the systems together into one place. It would be better if the Automation Anywhere team could make this easy and simple."

"My experience with the pricing, setup cost, and licensing is mixed. It is somewhere in between, not the most cost-efficient but also not the highest cost, so it can be better."

"I have found that Automation Anywhere is prone to bugs in handling Excel. It breaks and gives vague error messages. I have had a lot of experience with that and learned that it is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break, unfortunately."

"The initial setup was quite complex. We have faced an issue. During the initial implementation stages, it took longer than we expected. It affected our timelines to a certain extent."

More Automation Anywhere cons

"Agile delivery should be supported."

"The stability, specifically in the on-premises deployment model, could be improved."

"The solution could be more user-friendly."

"Access is only available if we're on VPN."

"The support from the actual manufacturer is poor."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

More Cherwell Service Management [EOL] cons

"I rate Ivanti Neurons for ITSM an eight out of ten because it has many features but needs some improvements."

"Configuration requirements are extensive, even in basic Service Desk processes."

"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."

"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."

"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."

"We'd like more integration with solutions like SolarWinds."

"The user interface could be more futuristic and modernized in terms of styling and colors."

More Ivanti ITSM cons

Pricing and Cost Advice

"The solution's pricing is pretty decent."

"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."

"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."

"I do not know the price, but I am told that it is cheaper than UiPath."

"It has good licensing costs which are average for the market."

"The cost can be reduced a little for users."

"Our licensing costs are setup on an annual basis."

"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"My customers do direct sales with Ivanti, and they complain that Ivanti Automation is more expensive than other solutions."

"The price is on the higher side. The support is included in the standard licensing fees."

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"The product is affordable for small businesses."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

11%

Outsourcing Company

11%

Comms Service Provider

10%

Healthcare Company

Outsourcing Company

10%

Manufacturing Company

10%

Financial Services Firm

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

No data available

By reviewers
Company Size	Count
Small Business	11
Midsize Enterprise	3
Large Enterprise	8

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

Ask a question

Earn 20 points

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

I think the pricing aspect is cost-efficient.

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What needs improvement with Ivanti Neurons for ITSM?

Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devi...

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What is your primary use case for Ivanti Neurons for ITSM?

I use this product for patch management, remote access, and endpoint control.

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Cherwell Service Management [EOL]

Compared 14% of the time

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 12% of the time

Freshservice vs Cherwell Service Management [EOL]

Compared 8% of the time

TOPdesk vs Cherwell Service Management [EOL]

Compared 4% of the time

JIRA Service Management vs Cherwell Service Management [EOL]

Compared 4% of the time

More Cherwell Service Management [EOL] Competitors

ServiceNow vs Ivanti ITSM

Compared 9% of the time

JIRA Service Management vs Ivanti ITSM

Compared 6% of the time

BMC Helix ITSM vs Ivanti ITSM

Compared 4% of the time

Zenphi vs Ivanti ITSM

Compared 3% of the time

Microsoft System Center Orchestrator vs Ivanti ITSM

Compared 3% of the time

More Ivanti ITSM Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

Ivanti ITSM

September 2026

Download Ivanti ITSM product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

HEAT Service Management, Ivanti Automation

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Ivanti

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

Ivanti ITSM offers powerful automation with AI integration, featuring customizable service management solutions like self-service, Self Heal, service catalog, and ticketing systems, supporting incident, change, and asset management.

Ivanti ITSM combines stability, scalability, and cost-effectiveness, providing automation and AI-driven enhancements for handling incidents, changes, and assets. Users highlight its easy customization, user-friendly interface, and seamless integration with third-party tools. Notable for its patch management, endpoint visibility, and powerful workflows, Ivanti ITSM allows tailored service requests and comprehensive IT management, suitable for large and small enterprises. However, it requires enhancements for integration with non-Windows systems and some third-party tools, particularly improving self-service portal, UI, language localization, and support documentation. Configuration requirements, patching, and pricing models are also noted as areas needing refinement.

What are the standout features of Ivanti ITSM?

Self-Service Portal: Empowers users to resolve common issues independently.
Automation and AI: Drives efficiency with automated workflows and AI integration.
Service Catalog: Provides a structured offering of service requests and solutions.
Ticketing System: Streamlines incident tracking and resolution processes.
Patch Management: Ensures up-to-date and secure IT environments.

What benefits and ROI should users look for?

Customizability: Enables adaptation to specific IT needs.
Cost Efficiency: Offers scalable solutions without excessive costs.
Third-Party Integration: Facilitates seamless interaction with existing tools.
User-Friendly Interface: Simplifies adoption and day-to-day use.
Scalability: Supports growing and diverse IT requirements.

Ivanti ITSM is implemented widely in sectors like HR and finance for digital transformation, leveraging ITIL-certified processes and customizable workflows for comprehensive service desk operations. Its integration of intelligent chatbots and central support centers addresses IT needs efficiently, favored by organizations seeking ServiceNow alternatives.

Ivanti

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: September 2026.

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