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HEAD TO HEAD · RATED SEPTEMBER 2026

Freshservice vs Ivanti: which IT service desk fits a mid-size team in 2026?

Last reviewed 27 September 2026 · Service Desk Compare reviewers

Freshservice wins on the business-teams weights and scores at least as high on every criterion.

Totals and ranks on this page use the business-teams weights (five criteria at 20% each; ITIL and CMDB shown for information only). For ITIL and CMDB weighted scores, see the full ITSM ranking.

How do Freshservice and Ivanti compare on each criterion?

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CriterionWeightFreshserviceIvantiHigher score
ITIL practice coverage
Why these scores

Freshservice: Certified across 14 ITIL practices and PinkVERIFY-certified across six processes, but problem, change and release management need the Pro plan.

Ivanti: 14 ITIL 4-certified practices listed, including configuration, release and deployment, and service level management.

Info only8.59Ivanti
Automation and AI assistance
Why these scores

Freshservice: Freddy AI Copilot, Agent Studio and Insights are documented; Copilot is a $29 per agent add-on rather than standard on lower plans.

Ivanti: Ticket summaries, classification and routing, knowledge generation and agentic remediation are documented.

20%87.5Freshservice
Time to value
Why these scores

Freshservice: Four plans with public prices and ITIL-shaped defaults mean a mid-size team can trial the real product before talking to sales.

Ivanti: No public trial or price, and cloud, on-premises and hybrid options usually mean a longer design phase.

20%8.54.5Freshservice
Configuration management (CMDB)
Why these scores

Freshservice: Agentless discovery and dependency mapping feed a CMDB; service mapping on the scale of ServiceNow is not documented [ServiceNow CMDB page].

Ivanti: Configuration management and IT asset management are certified practices, with less discovery detail published than ServiceNow [ServiceNow CMDB page].

Info only88.5Ivanti
Usability for non-IT requesters
Why these scores

Freshservice: Service catalog and SLAs from Growth, and a Freddy AI agent for routine requests; G2 reviewers rate ease of use highly.

Ivanti: A virtual agent, chatbots and self-service portals are documented.

20%8.56.5Freshservice
Integrations
Why these scores

Freshservice: A marketplace and MCP support are mentioned, but no integration count is published.

Ivanti: Hybrid deployment suits connections to on-premises systems; the integration catalogue size is not published.

20%7.57Freshservice
Pricing transparency
Why these scores

Freshservice: Starter, Growth and Pro are priced publicly; Enterprise and some AI capacity are quoted.

Ivanti: No public pricing; contact sales.

20%8.52Freshservice

Freshservice scores higher on 5 criteria, Ivanti on 0, and 0 are tied among the five scored criteria.

How much do Freshservice and Ivanti cost?

Freshservice

PlanPriceWhat changes
Starter$19 per agent/monthBilled annually. Incident management; no service catalog or SLA management.
Growth$49 per agent/monthAdds service catalog and SLA management.
Pro$99 per agent/monthAdds problem, change and release management.
EnterpriseNot published (custom)
Add-on: Freddy AI Copilot$29 per agent/month

Source: Freshservice pricing

Ivanti Neurons for ITSM

PlanPriceWhat changes
All plansNot publishedContact sales.

Source: G2 comparison page: 'No pricing publicly available'

Which ticket stages does each one automate?

Lifecycle Automation Census: documented automation by ticket stageFreshservice documents automation at 3 of six stages, with 1 partial.01Logged◐PartialFreddy AI collects andverifies requesterdetails (generalservice page)02CategorisedNot documented03Routed✓DocumentedFreddy AI routes theissue to the rightagent04Resolved✓Documented'Domain-specific AIresolves issuesinstantly' (vendorwording)05ClosedNot documented06Reviewed✓DocumentedProblem management onPro; Freddy AIInsights surfacesemerging issues
What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

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Lifecycle Automation Census for Freshservice, as a table
StageStatusNote
01 LoggedPartialFreddy AI collects and verifies requester details (general service page) Source
02 CategorisedNot documented
03 RoutedDocumentedFreddy AI routes the issue to the right agent Source
04 ResolvedDocumented'Domain-specific AI resolves issues instantly' (vendor wording) Source
05 ClosedNot documented
06 ReviewedDocumentedProblem management on Pro; Freddy AI Insights surfaces emerging issues Source
Lifecycle Automation Census: documented automation by ticket stageIvanti Neurons for ITSM documents automation at 5 of six stages, with 0 partial.01Logged✓DocumentedVirtual agent,chatbots andself-service portals02Categorised✓DocumentedAutomaticallyclassifies incomingtickets03Routed✓DocumentedRoutes tickets to theright team04Resolved✓DocumentedAgentic AI detects andremediates issues05ClosedNot documented06Reviewed✓DocumentedKnowledge articlesgenerated fromresolved incidents
What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

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Lifecycle Automation Census for Ivanti Neurons for ITSM, as a table
StageStatusNote
01 LoggedDocumentedVirtual agent, chatbots and self-service portals Source
02 CategorisedDocumentedAutomatically classifies incoming tickets Source
03 RoutedDocumentedRoutes tickets to the right team Source
04 ResolvedDocumentedAgentic AI detects and remediates issues Source
05 ClosedNot documented
06 ReviewedDocumentedKnowledge articles generated from resolved incidents Source

What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.

When should you choose Freshservice?

Choose Freshservice if pricing transparency and time to value matter most to your team. It scores 8.5 and 8.5 there, against Ivanti's 2 and 4.5. Starter, Growth and Pro are priced publicly; Enterprise and some AI capacity are quoted. We list it as best for: mid-size IT teams that want ITIL defaults without a long build. Read the Freshservice review

When should you choose Ivanti?

Ivanti does not score higher than Freshservice on any of the five scored criteria. Choose it for reasons outside our scores, such as fit with tools you already run. We list it as best for: organisations that must run ITSM on-premises or hybrid with certified ITIL practices. Read the Ivanti Neurons for ITSM review

What do buyers ask about Freshservice and Ivanti?

Which is better overall, Freshservice or Ivanti?

On the business-teams weights, Freshservice scores 8.2 and Ivanti 5.5 out of 10, ranking 3 and 9 of 9 on the business-teams ranking. Freshservice leads on 5 criteria and Ivanti on 0.

Which is cheaper, Freshservice or Ivanti?

Freshservice lists $19 per agent per month (annual); Ivanti lists Not published. Ivanti does not publish prices, so a direct comparison needs a quote [Ivanti page]. Pricing units differ (per agent, per seat or per technician), so compare the plan that includes the practices you need. On pricing transparency Freshservice scores 8.5 and Ivanti 2. The calculator prices both for your agent count.

Which has the deeper ITIL coverage and CMDB?

On ITIL practice coverage Freshservice scores 8.5 and Ivanti 9; on configuration management (CMDB) Freshservice scores 8 and Ivanti 8.5. Configuration management and IT asset management are certified practices, with less discovery detail published than ServiceNow [ServiceNow CMDB page].

Where next?