Ivanti Service Desk [EOL] vs ServiceNow comparison

Ivanti and ServiceNow are both solutions in the IT Service Management (ITSM) category. Additionally, 88% of Ivanti users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Ivanti Service Desk [EOL] and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: July 2026).

Buyer's Guide

IT Service Management (ITSM)

July 2026

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Helped 908,800 peers since 2012

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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reviewer2150373

Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees

Scalable but interface can be improved

Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…

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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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 bot creation process is simple and useful. Whatever you need to do, it is there. If there is something else, there are the MetaBot functions."

"The best features in Automation Anywhere that I really appreciate are found in the basic module for pure RPA, such as the recorder function, which helps in making automation even easier; no coding is required, you are just doing things, and the recorder records your movements and actions, creating the code out of that."

"Automation Anywhere (AA) is really fast on the development side. It's an efficient and intelligent RPA tool, with a good engine and good connectors."

"Automation Anywhere is stellar and the pre-built bots on the bot store help reduce the development time and effort. The IQ Bot solution can read from scanned images and documents which has hugely benefited the mortgage processing team."

"It is a great product."

"We have seen AA bringing immense value to the clients once operational."

"One of the most valuable features is the different possibilities it gives you to manipulate the interface screens that you're working with."

"We were working on a system called AS 400. Automation Anywhere performed well on that old system. It handled complicated processes. I had to review different menus and screens and give resources, storage, and databases. That's complicated."

More Automation Anywhere pros

"It is highly configurable with PinkVERIFY status."

"Incident management and service request management features are the most valuable."

"Ivanti Service Desk gives all the functionality we need."

"The initial setup was quite simple; installing just took a few minutes."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

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

"The tool supports a lot of standard reporting KPIs."

"Incident management is a valuable feature."

More Ivanti Service Desk [EOL] pros

"ServiceNow is a great product because you can do almost anything with it."

"ServiceNow was the first true enterprise to service management platform."

"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."

"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."

"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."

"ServiceNow has a much bigger offering in the sense that you've got new changes, you've got your problem ticket findings, you've got tracking for CIs and the CMDB database, and sitting on the backend trying to provide all that data for those tickets throughout the company, making it a lot easier as a one-stop shop for being able to actually come in and help your users while also helping your full infrastructure and backend."

"As an end user, I would rate it a seven out of ten."

"For me and for what our business uses, I highly recommend it, but that you should look at their business case and see if you need a product as fully featured as ServiceNow is because it comes at a cost."

More ServiceNow pros

Cons

"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."

"The biggest challenge in attended automation, every time the agent has to log in to the control room and execute bot for most of the agents this is a time-consuming activity plus they are not tech-savvy."

"Their OCR is a bit expensive, meaning the IQ Bot."

"Automation Anywhere should have more Excel-related functionality."

"There are occasional bugs in the system but technical support is quick to address them and deliver solutions, patches, and upgrades."

"One way Automation Anywhere can be improved is in ticketing."

"Automation Anywhere courses are a little bit complex to understand. You need a little bit more time, and accessibility is also a little bit of an issue."

"While using IQ Bot we found that data extraction accuracy is a bit weaker in semi-structured documents compared with structured documents. We would like to see improvement in the data extraction part of Automation Anywhere IQ Bot."

More Automation Anywhere cons

"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."

"It's not professional support. When we have a problem, Ivanti should investigate."

"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."

"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."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"The interface can be improved. It can be made more interactive for self-service users."

"You must be very technical to configure it."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

More Ivanti Service Desk [EOL] cons

"It's a little expensive compared to other tools."

"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."

"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."

"Security and privacy issues should be addressed in respect of the IT operations data and data storage."

"I think that it goes too fast sometimes and they have too many releases too often."

"Upgrades can be kind of painful."

"The big area of improvement that I see is in the licensing model for the CreateNow app."

"We had ServiceNow’s in-house team for “Quick-Start Implementation”, but it was very basic, and the custom things we asked him to do from scratch were not engineered very thoroughly or using best coding practices."

More ServiceNow cons

Pricing and Cost Advice

"If we talk about the automation RPA. it definitely has worked very well for us. I'm talking about giving good savings, about more than 180 FTE savings, after implementing more than 200 plus bots. It has worked well. As an organization, it has supported us very well, and also for our customers."

"We were paying approximately $30,000 for a year license."

"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."

"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."

"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."

"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."

"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."

"Their licensing processes are in par with most industry standards."

More Automation Anywhere pricing and cost advice

Information not available

"ServiceNow is an expensive solution."

"The platform offers a free trial, by providing a free developer instance once you sign up."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"ServiceNow's pricing is comparatively higher than Helix's."

"The setup cost is high compared to others, especially when the scope is not fixed."

"The licensing expenses are excessively high."

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

"The CapEx version is great."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

No data available

Financial Services Firm

11%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

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.

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

Freshservice vs Ivanti Service Desk [EOL]

Compared 16% of the time

BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 14% of the time

Cherwell Service Management vs Ivanti Service Desk [EOL]

Compared 13% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 12% of the time

Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL]

Compared 12% of the time

More Ivanti Service Desk [EOL] Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 6% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

July 2026

Download Ivanti Service Desk [EOL] product report

Buyer's Guide

ServiceNow

July 2026

Download ServiceNow product report

Also Known As

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

ServiceNow

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

Deliver outstanding IT support services to employees and customers.

Ivanti

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

Sample Customers

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

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Buyer's Guide

IT Service Management (ITSM)

July 2026

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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: July 2026.

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