Ivanti ITSM vs TOPdesk comparison

Why PeerSpot?

Ivanti and TOPdesk are both solutions in the Help Desk Software category. Ivanti is ranked #10 with an average rating of 8.2, while TOPdesk is ranked #18 with an average rating of 6.0. Additionally, 94% of Ivanti users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Sep 3, 2026

Ivanti ITSM and TOPdesk compete in the IT service management and asset management sectors. Ivanti ITSM seems to have the upper hand due to its advanced features like AI integration, comprehensive platform support, and strong automation capabilities.

Features: Ivanti ITSM offers features such as AI integration, self-service capabilities, and automation that enhance service requests and change management. It also supports extensive endpoint management and robust patch management. TOPdesk focuses on ease of use, strong incident management, and a comprehensive reporting system, ensuring smooth operation and user-friendliness.

Room for Improvement: Ivanti ITSM could improve its integration with non-Windows systems, enhance its customer communication platforms, and provide a more interactive self-service portal. TOPdesk needs better integration with communication tools and a more robust reporting feature. Both require improvement in user interface simplicity and report customization.

Ease of Deployment and Customer Service: Ivanti ITSM provides flexibility across hybrid, public, and on-premises cloud deployments, with generally responsive support. TOPdesk offers on-premises and private cloud options, and its support responsiveness is appreciated. Ivanti ITSM offers more deployment versatility, while both demonstrate strong customer service.

Pricing and ROI: Ivanti ITSM has higher costs, which might be limiting for smaller businesses, yet offers significant features justifying its pricing. TOPdesk offers a more cost-effective solution with reasonable pricing and an easy licensing model. While both bring a good return on investment, Ivanti ITSM's extensive features align with its price, and TOPdesk is valued for affordability and updates included in its package.

To learn more, read our detailed Ivanti ITSM vs. TOPdesk Report (Updated: September 2026).

Buyer's Guide

Ivanti ITSM vs. TOPdesk

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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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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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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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 CyberArk integration and setup are really amazing and it helps us to win deals for new projects."

"The tutorials that are available from Automation Anywhere are very helpful for newbies to learn the platform and get going with the tool."

"The most valued feature of Automation Anywhere is its Excel functionality; earlier in my career, I used Process Studio as my RPA tool and there was no flexibility of retrieving single cells, but Automation Anywhere has the flexibility to extract data from Excel."

"An easy to deploy and learn automation tool that can save resources, effort and money."

"The Control Room is the most important feature, where we can manage the bots and publish to various bot runners in the environment."

"With Automation Anywhere, what used to take us two days now takes us twenty minutes."

"Bot Insights is neatly integrated into the platform, which enables us to develop rapidly and train the learning instances using pre-defined domains over the purchase orders, forms, and invoices that need to be processed."

"The time savings from using Document Automation are substantial, as previously a team of about five to ten people managed specific processes end-to-end, such as processing fourteen thousand entries in a month, but after automation, that entire process is streamlined, saving us a lot of FTEs."

More Automation Anywhere pros

"It is easy to set up."

"The integrations are quite simple and clear."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

"There is a very good approval hierarchy in place."

"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."

"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."

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

"My advice to others considering Ivanti Neurons for ITSM is that it is a good platform to obtain comprehensive help in one location, and users can utilize this platform comfortably."

More Ivanti ITSM pros

"It is an easy-to-use solution."

"The most valuable feature of TOPdesk is the reports."

"Technical support is great and we have not had any issues with them."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"Change management is the most critical feature."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"TOPdesk is overall very stable."

"Its ITSM approach is quite useful."

More TOPdesk pros

Cons

"The areas that need improvement are the license management, user access permission, user role access management, and technical support."

"Their license model needs to be improved. The biggest issue for me is that the license is tied to a person, and it is not something that I can pass if I want to use it for the first five hours and pass it on to you for the next five hours and so on. When we automate, the license is tied to me, and if you or somebody else needs to use that license, as a COE administrator, I need to transfer the license from person A to person B. This is something that I have always told them that should not be this way because you want to utilize your licenses effectively."

"AI would enable improved automation and faster training times that would be reduced from one month to one week."

"We have been a little frustrated by the frequency of cache releases."

"The product needs improvements in dealing with remote servers and providing more APIs that will be used with other systems."

"SMTP mail features should come with migration options. All kind of VB scripts and Java scripts which we built using exiting version should support in this version."

"Where minor but widespread changes are made to the cloud product being operated upon, changing the cloned search values individually was incredibly time consuming, and it shut down the RPA service until it was fixed."

"I would like to use VB.NET native code inside of Automation Anywhere."

More Automation Anywhere cons

"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."

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

"They could provide product integration with popular platforms."

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

"There is room for improvement in terms of response time. The support team takes a long time to respond."

"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"The support that we're currently getting is just not there."

More Ivanti ITSM cons

"In some fields, it's just not good enough."

"Change management implementation, facility management, and making reservations on assets can be improved."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"The solution should be made more user-friendly."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"The solution's change management could be better."

"An operator is also a user but requires creating two different records."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

More TOPdesk cons

Pricing and Cost Advice

"There is an annual subscription for Automation Anywhere."

"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."

"The pricing is a bit higher."

"Our annual licensing costs are about $500,000."

"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."

"The solution is quite expensive. Not every organization can consider this option."

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."

More Automation Anywhere pricing and cost advice

"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."

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

"The product is affordable for small businesses."

"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."

"The solution's pricing is reasonable and not expensive."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"The solution is inexpensive compared to competitors."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"TOPdesk's pricing is cheaper than Jira's."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Manufacturing Company

11%

Outsourcing Company

11%

Financial Services Firm

Construction Company

Outsourcing Company

12%

Manufacturing Company

11%

Financial Services Firm

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	564

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	7

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.

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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

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

See all answers

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

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

Help Desk Software

October 2026

Download TOPdesk 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

No data available

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

TOPdesk

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

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

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

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

Ivanti ITSM vs. TOPdesk

September 2026

Free Report: Ivanti ITSM vs. TOPdesk

Find out what your peers are saying about Ivanti ITSM vs. TOPdesk and other solutions. Updated: September 2026.

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