Service Desk Compare ticket stub markService Desk Compare

HEAD TO HEAD · RATED SEPTEMBER 2026

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

Last reviewed 27 September 2026 · Service Desk Compare reviewers

ServiceNow wins on the business-teams weights; Ivanti is the stronger pick where time to value matter most [G2 ServiceNow reviews].

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 ServiceNow compare on each criterion?

Scroll for more

CriterionWeightIvantiServiceNowHigher score
ITIL practice coverage
Why these scores

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

ServiceNow: Incident, problem, change and request management on one platform with a single CMDB, the broadest practice coverage in this set.

Info only910ServiceNow
Automation and AI assistance
Why these scores

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

ServiceNow: Autonomous AI specialists for routine requests, Now Assist recommendations and an AI Agent Orchestrator are documented.

20%7.59ServiceNow
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.

ServiceNow: No self-serve trial or public price, and G2 reviewers most often cite a steep learning curve and configuration complexity.

20%4.54Ivanti
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].

ServiceNow: Discovery across on-premises and cloud, Service Mapping, certified Service Graph Connectors and continuous data-accuracy checks.

Info only8.510ServiceNow
Usability for non-IT requesters
Why these scores

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

ServiceNow: Self-service across EmployeeWorks, portal, chat, voice, email, mobile, Teams and Slack; quality depends on how the instance is built.

20%6.57ServiceNow
Integrations
Why these scores

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

ServiceNow: Certified Service Graph Connectors and AI agents that act across departments give the widest integration surface here.

20%79ServiceNow
Pricing transparency
Why these scores

Ivanti: No public pricing; contact sales.

ServiceNow: No public ITSM price list; every buyer needs a quote.

20%22Tie

Ivanti scores higher on 1 criterion, ServiceNow on 3, and 1 is tied among the five scored criteria [ServiceNow ITSM page] [G2 compare page].

How much do Ivanti and ServiceNow cost?

Ivanti Neurons for ITSM

PlanPriceWhat changes
All plansNot publishedContact sales.

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

ServiceNow ITSM

PlanPriceWhat changes
All plansNot publishedServiceNow does not list ITSM prices publicly; buyers request a quote. A G2 compare page states 'No pricing publicly available'.

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

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.

Scroll for more

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 stageServiceNow ITSM documents automation at 3 of six stages, with 2 partial.01Logged✓DocumentedOmnichannelself-service acrossportal, chat, voice,email, mobile, Teams,02Categorised◐PartialNow Assist AI-guidedrecommendations03Routed◐PartialAI agents streamlineincident managementand requestfulfillment04Resolved✓DocumentedAutonomous AIspecialists forpassword resets,access and VPN issues05ClosedNot documented06Reviewed✓DocumentedProblem management onthe same platform andCMDB
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.

Scroll for more

Lifecycle Automation Census for ServiceNow ITSM, as a table
StageStatusNote
01 LoggedDocumentedOmnichannel self-service across portal, chat, voice, email, mobile, Teams, Slack Source
02 CategorisedPartialNow Assist AI-guided recommendations Source
03 RoutedPartialAI agents streamline incident management and request fulfillment Source
04 ResolvedDocumentedAutonomous AI specialists for password resets, access and VPN issues Source
05 ClosedNot documented
06 ReviewedDocumentedProblem management on the same platform and CMDB 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 time to value matters most to your team. It scores 4.5 there against ServiceNow's 4 [G2 ServiceNow reviews]; it ties on pricing transparency. No public trial or price, and cloud, on-premises and hybrid options usually mean a longer design phase. 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 ServiceNow?

Choose ServiceNow if integrations and automation and AI assistance matter most to your team. It scores 9 and 9 there, against Ivanti's 7 and 7.5 [ServiceNow CMDB page] [ServiceNow AI agents page]. Certified Service Graph Connectors and AI agents that act across departments give the widest integration surface here. We list it as best for: large or fast-growing IT organisations that need a deep CMDB and will fund implementation. Read the ServiceNow ITSM review

What do buyers ask about Ivanti and ServiceNow?

Which is better overall, Ivanti or ServiceNow?

On the business-teams weights, ServiceNow scores 6.2 and Ivanti 5.5 out of 10, ranking 8 and 9 of 9 on the business-teams ranking. Ivanti leads on 1 criterion and ServiceNow on 3, with 1 tied [ServiceNow ITSM page] [G2 compare page].

Which is cheaper, Ivanti or ServiceNow?

Ivanti lists Not published; ServiceNow lists Not published. Ivanti does not publish prices, so a direct comparison needs a quote [Ivanti page]. ServiceNow does not publish prices, so a direct comparison needs a quote [G2 compare 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 ServiceNow 2 [G2 compare page]. The calculator prices both for your agent count.

Which has the deeper ITIL coverage and CMDB?

On ITIL practice coverage Ivanti scores 9 and ServiceNow 10; on configuration management (CMDB) Ivanti scores 8.5 and ServiceNow 10 [ServiceNow ITSM page] [ServiceNow CMDB page]. Discovery across on-premises and cloud, Service Mapping, certified Service Graph Connectors and continuous data-accuracy checks.

ServiceNow evidence: [ServiceNow ITSM page] [ServiceNow CMDB page] [ServiceNow AI agents page] [G2 ServiceNow reviews] [G2 compare page]

Where next?