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HEAD TO HEAD · RATED SEPTEMBER 2026

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

Last reviewed 27 September 2026 · Service Desk Compare reviewers

ServiceDesk Plus wins on the business-teams weights; Ivanti is the stronger pick where automation and AI assistance matter most.

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 Ivanti and ServiceDesk Plus compare on each criterion?

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Ivanti Neurons for ITSM and ManageEngine ServiceDesk Plus scores by criterion, editorial assessment, 0 to 10
CriterionWeightIvantiServiceDesk PlusHigher score
ITIL practice coverage
Why these scores

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

ServiceDesk Plus: 14 ITIL-certified and 14 PinkVERIFY-certified practices; full change, release and problem management need Enterprise or paid add-ons.

Info only99Tie
Automation and AI assistance
Why these scores

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

ServiceDesk Plus: Zia, predictive triage and routing, and ChatGPT and Copilot integrations, with fewer autonomous resolution claims than peers.

20%7.56.5Ivanti
Time to value
Why these scores

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

ServiceDesk Plus: A free edition for two technicians, but edition, add-on and cloud or on-premises choices add planning time.

20%4.56.5ServiceDesk Plus
Configuration management (CMDB)
Why these scores

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

ServiceDesk Plus: CMDB is included in Enterprise and sold as a $1,195 annual add-on on Professional.

Info only8.58Ivanti
Usability for non-IT requesters
Why these scores

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

ServiceDesk Plus: A service catalog out of the box and the Zia virtual agent, with fewer requester channels documented than peers.

20%6.56.5Tie
Integrations
Why these scores

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

ServiceDesk Plus: Deep native integration with the wider ManageEngine product range.

20%77Tie
Pricing transparency
Why these scores

Ivanti: No public pricing; contact sales.

ServiceDesk Plus: Edition prices and add-on prices are published for both cloud and on-premises.

20%29ServiceDesk Plus

Ivanti scores higher on 1 criterion, ServiceDesk Plus on 2, and 2 are tied among the five scored criteria.

How much do Ivanti and ServiceDesk Plus cost?

Ivanti Neurons for ITSM

Ivanti Neurons for ITSM published pricing
PlanPriceWhat changes
All plansNot publishedContact sales.

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

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus published pricing
PlanPriceWhat changes
Free$02 technicians, 250 IT assets, Standard edition.
StandardFrom $13 per technician/monthHelp desk, service catalog. Problem, project and change/release management are add-ons at $1,195 a year each.
ProfessionalFrom $27 per technician/monthAdds IT asset management. CMDB add-on $1,195 a year.
EnterpriseFrom $67 per technician/monthHelp desk, asset, change, release, problem, projects and CMDB included. No limit on the number of end users.

Source: ManageEngine ServiceDesk Plus pricing

Which ticket stages does each one automate?

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
Lifecycle Automation Census: documented automation by ticket stageManageEngine ServiceDesk Plus documents automation at 3 of six stages, with 2 partial.01Logged◐PartialZia virtual supportagent; intake channelsnot detailed on thepage read02Categorised✓DocumentedPredictiveintelligence forticket triage03Routed✓DocumentedPredictive routing andassignment04Resolved◐PartialZia virtual agent andgenerated replies; noautonomous resolutionclaim05ClosedNot documented06Reviewed✓DocumentedProblem management(Enterprise or add-on)
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 ManageEngine ServiceDesk Plus, as a table
StageStatusNote
01 LoggedPartialZia virtual support agent; intake channels not detailed on the page read Source
02 CategorisedDocumentedPredictive intelligence for ticket triage Source
03 RoutedDocumentedPredictive routing and assignment Source
04 ResolvedPartialZia virtual agent and generated replies; no autonomous resolution claim Source
05 ClosedNot documented
06 ReviewedDocumentedProblem management (Enterprise or add-on) 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 Ivanti?

Choose Ivanti if automation and AI assistance matters most to your team. It scores 7.5 there against ServiceDesk Plus's 6.5; it ties on usability for non-IT requesters and integrations. Ticket summaries, classification and routing, knowledge generation and agentic remediation are documented. 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

When should you choose ServiceDesk Plus?

Choose ServiceDesk Plus if pricing transparency and time to value matter most to your team. It scores 9 and 6.5 there, against Ivanti's 2 and 4.5. Edition prices and add-on prices are published for both cloud and on-premises. We list it as best for: teams that need on-premises or cloud with the same edition pricing. Read the ManageEngine ServiceDesk Plus review

What do buyers ask about Ivanti and ServiceDesk Plus?

Which is better overall, Ivanti or ServiceDesk Plus?

On the business-teams weights, ServiceDesk Plus scores 7.1 and Ivanti 5.5 out of 10, ranking 6= and 9 of 9 on the business-teams ranking. Ivanti leads on 1 criterion and ServiceDesk Plus on 2, with 2 tied.

Which is cheaper, Ivanti or ServiceDesk Plus?

Ivanti lists Not published; ServiceDesk Plus lists Free for 2 technicians; Standard from $13 per technician per month. 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 Ivanti scores 2 and ServiceDesk Plus 9. The calculator prices both for your agent count.

Which has the deeper ITIL coverage and CMDB?

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

Where next?