HEAD TO HEAD · RATED SEPTEMBER 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.
Ivanti
5.5 / 10
Rank 9 of 9 on the business-teams ranking
Full ITSM ranking: rank 9 at 6.4
Not published
Read the Ivanti Neurons for ITSM reviewServiceDesk Plus
7.1 / 10
Rank 6= of 9 on the business-teams ranking
Full ITSM ranking: rank 4 at 7.4
Free for 2 technicians; Standard from $13 per technician per month
Read the ManageEngine ServiceDesk Plus reviewScroll for more
| Criterion | Weight | Ivanti | ServiceDesk Plus | Higher score |
|---|---|---|---|---|
ITIL practice coverageWhy these scoresIvanti: 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 only | 9 | 9 | Tie |
Automation and AI assistanceWhy these scoresIvanti: 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% | 7.5 | 6.5 | Ivanti |
Time to valueWhy these scoresIvanti: 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% | 4.5 | 6.5 | ServiceDesk Plus |
Configuration management (CMDB)Why these scoresIvanti: 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 only | 8.5 | 8 | Ivanti |
Usability for non-IT requestersWhy these scoresIvanti: 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% | 6.5 | 6.5 | Tie |
IntegrationsWhy these scoresIvanti: 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% | 7 | 7 | Tie |
Pricing transparencyWhy these scoresIvanti: No public pricing; contact sales. ServiceDesk Plus: Edition prices and add-on prices are published for both cloud and on-premises. | 20% | 2 | 9 | ServiceDesk Plus |
Ivanti scores higher on 1 criterion, ServiceDesk Plus on 2, and 2 are tied among the five scored criteria.
| Plan | Price | What changes |
|---|---|---|
| All plans | Not published | Contact sales. |
| Plan | Price | What changes |
|---|---|---|
| Free | $0 | 2 technicians, 250 IT assets, Standard edition. |
| Standard | From $13 per technician/month | Help desk, service catalog. Problem, project and change/release management are add-ons at $1,195 a year each. |
| Professional | From $27 per technician/month | Adds IT asset management. CMDB add-on $1,195 a year. |
| Enterprise | From $67 per technician/month | Help desk, asset, change, release, problem, projects and CMDB included. No limit on the number of end users. |
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| Stage | Status | Note |
|---|---|---|
| 01 Logged | Documented | Virtual agent, chatbots and self-service portals Source |
| 02 Categorised | Documented | Automatically classifies incoming tickets Source |
| 03 Routed | Documented | Routes tickets to the right team Source |
| 04 Resolved | Documented | Agentic AI detects and remediates issues Source |
| 05 Closed | Not documented | |
| 06 Reviewed | Documented | Knowledge articles generated from resolved incidents Source |
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| Stage | Status | Note |
|---|---|---|
| 01 Logged | Partial | Zia virtual support agent; intake channels not detailed on the page read Source |
| 02 Categorised | Documented | Predictive intelligence for ticket triage Source |
| 03 Routed | Documented | Predictive routing and assignment Source |
| 04 Resolved | Partial | Zia virtual agent and generated replies; no autonomous resolution claim Source |
| 05 Closed | Not documented | |
| 06 Reviewed | Documented | Problem 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.
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
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
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.
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.
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].