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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 91% of ServiceNow users who would recommend it.
ServiceNow
Read 224 ServiceNow reviews
  • 22,688 Views
  • 7,487 Comparison Views
91% willing to recommend
 

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).

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: December 2025).
Buyer's Guide
IT Service Management (ITSM)
December 2025
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Helped 881,114 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

Ivanti Service Desk [EOL]
Average Rating
7.6
Reviews Sentiment
6.0
Number of Reviews
8
Ranking in other categories
No ranking in other categories
ServiceNow
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
224
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Featured Reviews

reviewer2150373 - PeerSpot reviewer
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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SP
Shafqat Paracha
General Manager at sPerception IT
Adopting flexible workflows with customized automation delivers measurable benefits
There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools. Additionally, its presence in the local market is very limited; in Pakistan, for example, I don't see any vendor or distributor of ServiceNow available. They need to increase their sales spectrum globally so people can easily access them and engage them for client meetings and more. From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have. When providing advice to users, I would suggest they consider making strategic decisions about their per user pricing since it is very high. In our region, people normally start with 5 to 10 users, but the per user price is quite steep. Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The tool supports a lot of standard reporting KPIs."
"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."
"It is highly configurable with PinkVERIFY status."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"Incident management and service request management features are the most valuable."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"Incident management is a valuable feature."
"It's actually easy to understand."
"ServiceNow helps to improve IT incident handling in a more comprehensive way, and the latest version provides extensive information, including AI that allows us to program it in such a way that our L1 support can be eliminated."
"​The workflow capability for easy setup is powerful."
"The Workflow feature is the most valuable."
"The most valuable feature is the flexibility of development for customization."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
More ServiceNow pros
 

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."
"The interface can be improved. It can be made more interactive for self-service users."
"You must be very technical to configure it."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"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."
"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."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"Integration capabilities can improve."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"The scalability needs improvement."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"One thing I don't care for is the reporting and the way it functions."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
More ServiceNow cons
 

Pricing and Cost Advice

Information not available
"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."
"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
"ServiceNow's pricing is comparatively higher than Helix's."
"Getting the solution up and running is expensive."
"It has a higher cost compared to local/regional solutions."
"We are happy with the pricing."
"The product cost is higher than that of other vendors."
"There are licensing fees."
More ServiceNow pricing and cost advice
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881,114 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Financial Services Firm
12%
Manufacturing Company
10%
Computer Software Company
9%
Government
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise4
By reviewers
Company SizeCount
Small Business55
Midsize Enterprise35
Large Enterprise166
 

Questions from the Community

Ask a question
Earn 20 points
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 that platform for good. The business model is to lock in and then keep pumping th...
See all answers
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 ServiceNow has a very strong module (Performance Analysis) reporting which will ...
See all answers
What do you like most about ServiceNow?
The solution has a user-friendly interface.
See all answers
 

Comparisons

Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL] Logo
Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL]
Compared 27% of the time
BeyondTrust Remote Support vs Ivanti Service Desk [EOL] Logo
BeyondTrust Remote Support vs Ivanti Service Desk [EOL]
Compared 20% of the time
Cherwell Service Management vs Ivanti Service Desk [EOL] Logo
Cherwell Service Management vs Ivanti Service Desk [EOL]
Compared 20% of the time
Hornbill Systems Supportworks vs Ivanti Service Desk [EOL] Logo
Hornbill Systems Supportworks vs Ivanti Service Desk [EOL]
Compared 15% of the time
More Ivanti Service Desk [EOL] Competitors
BMC Helix ITSM vs ServiceNow Logo
BMC Helix ITSM vs ServiceNow
Compared 6% of the time
IBM Maximo vs ServiceNow Logo
IBM Maximo vs ServiceNow
Compared 4% of the time
JIRA Service Management vs ServiceNow Logo
JIRA Service Management vs ServiceNow
Compared 4% of the time
Pega Platform vs ServiceNow Logo
Pega Platform vs ServiceNow
Compared 4% of the time
Microsoft Dynamics CRM vs ServiceNow Logo
Microsoft Dynamics CRM vs ServiceNow
Compared 4% of the time
More ServiceNow Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
December 2025
Ivanti Service Desk [EOL] reportDownload Ivanti Service Desk [EOL] product report
Buyer's Guide
ServiceNow
January 2026
ServiceNow reportDownload ServiceNow product report
 

Overview

Deliver outstanding IT support services to employees and customers.

Ivanti

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

ServiceNow
 

Sample Customers

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)
December 2025
Download Free Report
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: December 2025.
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See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

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