Ivanti Service Desk [EOL] vs ServiceNow comparison

Why PeerSpot?

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, Teclib' and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

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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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 best feature is the drag-and-drop command. Users with less coding knowledge can also automate their end-to-end processes very easily."

"It is easy to use for non-technical people, with a simple drag-and-drop interface, so they don't need to be technically savvy to automate their processes."

"Bots add a lot of productivity and value to our business, because a robot can work for 24/7. They work a lot better, as compared to a human being, specifically for tasks which are repetitive in nature."

"Automation Anywhere receives high marks for its ease of use."

"Co-pilot certainly makes the job easier if the client has a subscription. It allows me to analyze desktop flows and activities and create flows using natural language."

"In some cases, we see savings on the order of $100,000 and, in the newer processes that we are trying to do, it may be up to $1,000,000."

"Automation Anywhere has a uniqueness with respect to the IQ Bot."

"This most valuable features of this solution are the drag-and-drop interface, and it is easy to code."

More Automation Anywhere pros

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

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

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

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

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

More Ivanti Service Desk [EOL] pros

"For me, the most valuable feature is the flexibility it allows in customization."

"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."

"The Workflow feature is the most valuable."

"The main improvement is the integration of several business processes."

"To me, just the initial interface is very intuitive and user-friendly and I think it's just going to be yards ahead of what we've been doing previously."

"It's enabled us to decommission a number of different systems that we were using such as incident change, problem management, asset management, financial etc. and it's enabled us to pull them all together so now we can develop an entire portal inside of ServiceNow."

"We are quite satisfied with the tool."

"We recently moved to ServiceNow from HP Service Manager about two years ago and it's been leaps and bounds just better than what we had before."

More ServiceNow pros

Cons

"They need to improve the speed. It runs too slowly."

"Most of the Excel commands such as filtering and removing duplicates are not available."

"We had a major issue when it came to single sign-on. We couldn't get it working. There was a bug in Automation Anywhere that eventually got solved just a few weeks back. However, we have not implemented it. We have had hiccups with the single sign-on, but otherwise it was a smooth setup. We are not using single sign-on because of this bug."

"It is not able to use OCR effectively and has limited usability."

"Automation Anywhere's stability could improve. It isn't completely stable, but it's getting better daily."

"However, maybe because this is a new version with a change in platform, it still has some bugs."

"The IQ Bots have a lot of room for improvement in terms of accuracy level. We need to improvise a lot. I'm facing another big challenge with one of the use cases. We raised a ticket and did multiple follow-ups with support, but the accuracy still isn't up to the mark."

"We did use quite a bit of Citrix automation. Of course, AI Sense helps you through that. There are two big challenges that I can think of with Citrix automation. Your making multiple hops into end-to-end systems. As you are rating the screen, which is a screen within a screen, which is what Citrix automation is, the complexity increases. That is where the two things will come in: the tool's functionality and the beauty of design. These two have to come in together to make it work. If you don't have one or the other, it's not going to work."

More Automation Anywhere cons

"I rated it a six out of 10 because it takes a lot to configure it."

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

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

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

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

"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 must be very technical to configure it."

More Ivanti Service Desk [EOL] cons

"A global search should be present OOB which can locate anything in the system like any piece of code or any sys id or any record so that we don't have to goto to each module for searching it."

"The high price is a huge barrier in Portugal."

"Their cloud management is also not that great compared to other products."

"One of the things that we're trying to figure out is how ServiceNow can be more of a platform to be used as a backend."

"ServiceNow is not meeting our expectations. The contract module is quite rudimentary and doesn't support contract line items, which are subdivisions of contracts in VA."

"We've been through about four different vendors over the three and a half years. Some of that code has been problematic for us."

"One area of improvement is the user interface."

"ServiceNow doesn't cater to the Middle Eastern market."

More ServiceNow cons

Pricing and Cost Advice

"Annually, we are paying almost one million reais."

"If it is saving FTE and Generating a good ROI then it is Worth Investing."

"This solution costs approximately $3,500 USD per license."

"We are a partner of Automation Anywhere and find the pricing to be reasonable."

"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."

"The Community Edition is a good offering from the company."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"Its cost is good."

More Automation Anywhere pricing and cost advice

Information not available

"It has a higher cost compared to local/regional solutions."

"The mandatory minimum is US$ 20,000 for licensing."

"There is an annual subscription to use this solution."

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

"The product cost is higher than that of other vendors."

"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."

"The price of this solution is expensive."

"It is very expensive because it is a big organization. You have to pay for additional things."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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920,929 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

No data available

Manufacturing Company

10%

Financial Services Firm

Outsourcing Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

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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Ask a question

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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 the cost of implementation and maintenance of ServiceNow?

Nobody can give you a clean percentage without knowing your license tier, but here’s how I’d budget it, based on what...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% 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

Ivanti ITSM vs Ivanti Service Desk [EOL]

Compared 11% of the time

Freshservice vs Ivanti Service Desk [EOL]

Compared 10% of the time

LiveChat vs Ivanti Service Desk [EOL]

Compared 9% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 9% of the time

BMC Helix ITSM vs Ivanti Service Desk [EOL]

Compared 8% of the time

More Ivanti Service Desk [EOL] Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 7% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 3% of the time

Zendesk vs ServiceNow

Compared 3% of the time

Airtable vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Download Ivanti Service Desk [EOL] product report

Buyer's Guide

ServiceNow

October 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)

October 2026

Download Free Report

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

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