Ivanti ITSM vs Micro Focus Service Anywhere [EOL] comparison

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Executive SummaryUpdated on Sep 3, 2026

Micro Focus Service Anywhere [EOL] and Ivanti ITSM are both IT service management solutions. Ivanti ITSM is typically viewed as superior due to its extensive features, although Service Anywhere is noted for favorable pricing and support.

Features:Micro Focus Service Anywhere [EOL] includes automated service management, intelligent data analysis, and a user-friendly self-service portal. Ivanti ITSM offers customizable workflow automation, robust service integration, and a powerful ticketing system.

Room for Improvement:Micro Focus Service Anywhere [EOL] could advance its user interface and expand its integration capabilities. Enhancements in reporting and analytics are also desirable. Ivanti ITSM could improve pricing structures and simplify its user training process. There is also room for more intuitive configuration management.

Ease of Deployment and Customer Service:Micro Focus Service Anywhere [EOL] offers straightforward deployment and reliable customer service. Ivanti ITSM has flexible deployment options and a strong support system, making adaptation and problem-solving easier.

Pricing and ROI:Micro Focus Service Anywhere [EOL] provides a cost-effective initial setup and reasonable ROI. Ivanti ITSM may have higher setup costs but offers substantial ROI through its feature-rich offerings, justifying the investment for many businesses.

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

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Help Desk Software

October 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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reviewer2809476

Technical Account Manager at a computer software company with 11-50 employees

Unified endpoint control has improved patch workflows and streamlined remote device management

I like the patch management side of things in this solution. You can set deployment rings so patches are rolled out in phases rather than hitting everyone at once, which reduces risk. I quite like that feature. I also appreciate the endpoint visibility when you're in the dashboard. You can see device health, the compliance status, software inventory, and other information all in one place without jumping between tools. Ivanti Neurons for ITSM is a key tool and is very important to my service delivery efficiency. Since implementing it and having used it for two years, the ease of use is a significant advantage because it covers Windows, Mac OS, iOS, and Android, so I can operate and manage devices all from the same console. This is good in a mixed device environment. From a Windows perspective, the BitLocker key retrieval feature is very helpful. The analytics and reporting tools in this product are helpful. I can see device health and out-of-warranty status. This is crucial in keeping our environment up to date and secure.

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it_user568017

CTO at a financial services firm with 51-200 employees

It is accurate, secure and stable.

Anything that can basically reduce the amount of time that the guys spend working on a specific problem or task. There is always room for improvement that can be in terms of functionality, cost of market, ease of use, training of the product and so on. If it brings functionality into the solution, that would be good. I'll leave it at that because there's so much that they can offer, it's unreal.

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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

"The Control Room for the bots and its ability to connect bots with APIs are the most valuable features."

"Other products are more low-code, whereas Automation Anywhere is no-code making it easier to learn and user-friendly."

"The Bot Store is an online library where anybody can find variously developed, production-ready bots."

"Most of the features are valuable."

"Automation Anywhere is one of the leading RPA tool vendors and they have done splendid work on improving their tool."

"Automation Anywhere's most valuable feature is its seamless integration into procurement software, allowing for the automation of purchase orders, billing, employee travel details, and other tasks."

"We have some bots which are saving a week or month of multiple employees' times."

"For people looking for my recommendation for an automation product, I definitely would recommend Automation Anywhere instead of going for a more orthodox or older technology."

More Automation Anywhere pros

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

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

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

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

"It's easy for the IT admins at the company to use. It isn't hard to understand and there are lots of features you can use out of the box. If a feature isn't available in Ivanti Automation, you can always script it."

"It is easy to set up."

"HEAT Service Management is a great tool for assets, service desk, and customer service management."

"Ivanti Automation significantly simplifies IT infrastructure processes, handling access requests and facilitating various employee requests."

More Ivanti ITSM pros

"Now, our customer has a flow chart to maintain requests, and the service desk has got good feedback from the customer."

"If ITIL adoption is important, then this would be the product as it is cloud based, quick, cost-effective, and easy to implement."

"For me, it saves time; it is accurate, secure, and reduces overhead cost."

"We can provide a rollout in two to four weeks from customer engagement to production use."

"We've got faster time for our agents to open tickets, they find the screens really easy to use, and they're pre-populated with information about our users which our old system didn't have."

"Within the target domain, I think Service Anywhere is a good product with a good feature set."

"Our users have traditionally been slow to adopt new systems, and in the past have not raised requests in our previous ITSM systems, but when we launched Service Anywhere to our staff we found they instantly adopted it, and the number of requests handled through the system has almost completely replaced other methods, allowing us to shut down several email addresses and have our staff use one single point of contact in Service Anywhere."

"Just the use of big data is a game changer for us."

More Micro Focus Service Anywhere [EOL] pros

Cons

"The debugger is also a weakness of the tool, forcing the developer to use error handling or message box to map errors. Few applications take more time for loading when integrated."

"Improvement areas will be there for everybody. I think one area which I would like to see improvement is in IQ Bot. Maybe it has improved a lot in version 11 X but I think that that's one area which definitely scope to improve."

"This solution saves us time but there are some things that make it clumsy for the end-users."

"More structured and unstructured data collection will be a challenge. While we have the IQ Bot tool, the success rate at the beginning will be lower. It will be around 20 to 30 percent at the start because you need to train the bot at regular intervals. Of course, this depends on the data. This area could use be improvement."

"I would suggest adding more fields while calling in API. There is no option to generate Authentication token within the Bot."

"There should be more organized training sessions. I prefer interactive classes to one-on-one training. You can create super users and organize conferences or workshops where users can learn from experts. Maybe you only have a few of these super users in your organization, so that's why you need to have workshops on a weekly basis."

"Vertical connecting lines would be appropriate within the code, and a collapse/expand feature for code blocks would be ideal."

"The mobile application can be improved by adding more functions and capabilities because right now, only a few features are enabled for mobile users."

More Automation Anywhere cons

"They could provide product integration with popular platforms."

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

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

"Support needs improvement in terms of responsiveness and timeliness."

"The patching for non-Windows OSes such as Linux is poor."

"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."

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

"There's a lack of integration with other products. This needs to be improved."

More Ivanti ITSM cons

"I'd like to see better ways of getting reports into a paper copy which means the ability to export into Excel."

"The process of moving updates from development to production."

"They're terrible as there was just a lack of response. We had to go through other avenues to get responses from the first level support."

"One area that needs improvement is the means of moving code from the development to production environment."

"It's not as mature, and so we have got a few things we're looking for there that we're working with HP on."

"The technical support could be better."

"Technical support is okay. They have a large customer base so the technical support is not quite the same as the on-premises solution."

"Reporting is a challenge. We're working out how we can effectively report on what's going on."

More Micro Focus Service Anywhere [EOL] cons

Pricing and Cost Advice

"It is not cheap, but we are able to get an ROI."

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"

"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."

"It's the best RPA tool, but the pricing could be improved."

"I would like them to have better license management."

"This is a value for the money product."

"I have heard that Automation Anywhere is expensive."

"The cost is at the highest end of the spectrum."

More Automation Anywhere pricing and cost advice

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

"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."

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

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Comms Service Provider

12%

Financial Services Firm

12%

Manufacturing Company

11%

Manufacturing Company

11%

Outsourcing Company

11%

Financial Services Firm

Construction Company

23%

Outsourcing Company

19%

Manufacturing Company

10%

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	563

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

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	10

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...

See all answers

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

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

I think the pricing aspect is cost-efficient.

See all answers

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...

See all answers

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

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Ivanti ITSM

October 2026

Download Ivanti ITSM product report

Buyer's Guide

Micro Focus Service Anywhere [EOL]

October 2026

Micro Focus Service Anywhere [EOL] report

Download Micro Focus Service Anywhere [EOL] product report

Also Known As

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

HEAT Service Management, Ivanti Automation

HPE Service Anywhere

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

OpenText

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

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

Micro Focus Service Anywhere is a comprehensive, Big Data SaaS service desk based on industry best practices and built on a modern, scalable platform. Micro Focus Service Anywhere is easy-to-use with no installation, seamless upgrades, and rich out-of-the-box capabilities.

Using Big Data analytics, Micro Focus Service Anywhere proactively suggests knowledge during the natural course of service desk activities based on what is trending and most relevant. Big Data is embedded, analyzing all useful ITSM data across traditional structured records and previously unused, unstructured data. Combined with social collaboration and an attractive, modern interface, employees become more self-sufficient and tickets are reduced. Agents also become more efficient as tickets are automatically categorized and assigned to the appropriate agent, and when an agent reviews a service request, the system offers information that can resolve the issue and helps fill in required fields. Big Data also provides insights into trends to help process owners become more proactive, improving service quality.

Quick to deploy – your service desk can be up and running in just a few short weeks. Once deployed, it is then simple to administer and maintain going forward. Upgrades are effectively effortless. Its out-of-the-box capabilities reduce the need for customization and further decrease implementation times and associated costs.

For additional information read the Forrester Total Economic Impact Study on Micro Focus Service Anywhere.

To try a 30-day free trial of Micro Focus Service Anywhere, visit: hpe.com/software/servicedesk

OpenText

Sample Customers

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

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

· United Airlines· America First Credit Union· AerLingus· PointClick Care· Faro Europe GmbH· The Hutton Institute· Tunise Electronique

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

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