Lifecycle Management

  • 7 min read

Ivanti vs Freshservice: Which ITSM Tool is Better?

Tathagata Chakrabarti

16th March, 2023

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Ivanti and Freshservice are two popular IT service management (ITSM) solutions for IT teams. Both offer a range of features and functionality to help IT teams manage their IT assets, endpoints, and services. 

As an IT manager, you should consider the key differences between the two solutions when choosing the right ITSM solution for your team's needs. 

To help you get a better understanding of these tools and their capabilities, let's take a quick look at their overall functionality before diving into a detailed comparison based on various parameters. 

By the end of this article, you'll have a clear idea of which tool best suits your organization's IT service management needs.

Ivanti vs. Freshservice: 5 Points to Compare These ITSM Tools

Let us walk through the various points that will help IT directors to compare the tools and choose a suitable ITSM tool for their requirements.

1. Self-service capabilities

Self-service portals have become an integral part of the IT infrastructure of modern organizations. As a result, IT teams need a reliable and efficient self-service portal to help them manage their day-to-day tasks more effectively. 

A self-service portal allows IT admin to automate many routine tasks, reduce the workload of IT teams, and improve overall efficiency. Additionally, self-service portals allow end-users to access IT services and support without interacting directly with any IT professional.

Ivanti, a leading provider of ITSM solutions, offers a self-service portal that is specifically designed to help IT directors manage their infrastructure more efficiently. Ivanti's self-service portal provides a centralized platform for IT admin to manage all their IT service requests, incidents, and problems. 

With Ivanti's self-service portal, IT teams can quickly respond to user requests, assign tasks to appropriate team members, and track progress in real-time. This results in faster resolution times, increased productivity, and improved user satisfaction.

One of the key benefits of Ivanti's self-service portal is its user-friendly interface. The portal is designed to be intuitive and easy to use, so end-users can quickly find the information they need and submit service requests without any assistance from IT personnel.

Ivanti's self-service portal also includes a knowledge base that provides users access to relevant documentation and articles, which can help them troubleshoot issues independently.

Freshservice, another prominent provider of ITSM solutions, also offers a self-service portal designed to improve IT teams' efficiency. Freshservice's self-service portal allows end-users to submit service requests and track the status of their requests in real-time. 

Also, Freshservice's portal includes a knowledge base, like Ivanti, providing users with access to articles and documentation to help them troubleshoot issues independently.

One of the key differences between Ivanti and Freshservice's self-service portals is their pricing models. 

Ivanti's self-service portal is part of a more extensive IT service management suite, meaning that IT directors must purchase the entire suite to access the self-service portal. 

In contrast, Freshservice's self-service portal is available as a standalone solution, which makes it more accessible for smaller organizations or those with more limited budgets.

2. SLA management capabilities

Service level agreements (SLAs) with vendors are crucial as they define the level of service a company expects from its technology infrastructure. They help to ensure that IT systems and applications are available and performing optimally, directly impacting an organization's productivity. 

IT teams must have SLA management processes in place to monitor, track, and report on service delivery and ensure compliance with the agreed-upon SLAs. 

Here, we will discuss how Ivanti and Freshservice offer SLA management capability to IT teams.

Ivanti offers SLA management that allows IT teams to monitor and manage service levels across their organization's IT infrastructure. Ivanti's solution includes features such as automated SLA monitoring, escalation management, real-time analytics, and reporting capabilities. 

With Ivanti's SLA management, IT teams can gain visibility into service delivery, identify potential issues before they become major problems, and consistently meet SLAs.

On the other hand, Freshservice's SLA management features include automated ticket prioritization, real-time SLA monitoring, and customizable SLA policies. It also includes a self-service portal that allows end-users to submit support requests and track the status of their tickets.

Moreover, Freshservice's SLA management stands out for its user-friendly interface and ease of use. It is designed to be intuitive, requiring minimal training for end-users.

Additionally, Freshservice provides detailed SLA reports that enable IT teams to track performance metrics and identify areas for improvement. With Freshservice, organizations can increase employee satisfaction, streamline service delivery, and reduce downtime.

3. Reporting and analytics capabilities

Reporting and analytics are crucial for IT leaders because they provide valuable insights into the performance of the IT infrastructure. By tracking and analyzing data, IT teams can identify issues, detect patterns, and make informed decisions that can help optimize operations, reduce downtime, and improve overall productivity. 

Effective reporting and analytics help IT teams communicate their performance and value to other organizational departments and stakeholders.

Ivanti's platform enables IT teams to collect and analyze data from multiple sources, including endpoints, servers, and applications. The platform offers real-time visibility into the health of the IT infrastructure and provides actionable insights that help IT teams identify and resolve issues quickly.

It helps IT teams proactively identify and address issues before they become major problems, reducing downtime and increasing productivity.

Moreover, Ivanti's reporting and analytics enable IT teams to track key performance indicators (KPIs), helping you make data-driven decisions to improve operations. Further, it monitors service level agreements (SLAs) and provides detailed reports to stakeholders.

On the other hand, Freshservice's platform offers real-time reporting and analytics on ITSM and IT operations management (ITOM) data. The platform provides IT teams with a comprehensive view of their IT infrastructure, including data on incidents, problems, changes, and assets. 

It also enables IT teams to track and measure their performance against KPIs and SLAs and provide detailed reports to stakeholders.

In short, Freshservice's reporting and analytics solution differs from Ivanti's in these two ways. 

• Freshservice's platform is designed specifically for ITSM and ITOM data, while Ivanti's platform supports a wider range of IT data sources that lack information on the organization's entire IT environment.

• Freshservice's reporting and analytics is focused on providing IT teams with a complete picture of their IT infrastructure, while Ivanti's platform is more focused on providing actionable insights to help IT teams optimize operations. 

4. Integration capabilities

Integration is essential for IT teams in organizations for several reasons. Firstly, organizations adopt new software as technology evolves to enhance their operations. As a result, these solutions often generate data that must be consolidated and analyzed to provide insights into organizational performance. 

Thus, integration provides a solution for IT teams to merge and analyze data from various sources. This allows them to identify issues and opportunities, resulting in quicker decision-making and improved overall efficiency.

• Ivanti understands the importance of integration for IT teams that offer a range of software to integrate with existing IT infrastructure. Ivanti's integration capability enables IT teams to connect and manage data from various sources, including endpoint devices, servers, cloud services, and other applications. 
  
  This integration improves the performance and security of the IT infrastructure while reducing the complexity and cost of managing disparate systems.
  
  Moreover, Ivanti's Neurons platform provides:

• Automation and integration capabilities.

• Enabling IT teams to automate tasks like software deployment.

• Patch management.

• Incident resolution.
  
  This reduces the workload on IT teams, allowing them to focus on more complex tasks. 
  
  Additionally, the platform integrates with various IT solutions, providing IT teams with a comprehensive view of the entire IT infrastructure. This visibility enables them to identify and resolve issues more quickly and efficiently.

• Freshservice's integration capabilities enable IT teams to connect with various third-party solutions, including cloud storage providers, project management tools, and collaboration platforms. This gives IT teams a centralized location to manage IT operations, reducing the time and effort required to manage multiple tools and systems.
  
  Further, Freshservice's integration capabilities enable IT teams to automate tasks such as ticket creation, incident management, and asset management. This automation reduces the workload on IT teams, allowing them to focus on more strategic initiatives.

5. Pricing and reviews

Ivanti's pricing model is flexible and depends on your chosen product and service. However, Ivanti offers both perpetual licensing and subscription licensing options, so IT teams can choose what best suits their needs.

For example, Ivanti's IT Service Management (ITSM) Suite offers two pricing models. The perpetual licensing model is based on a one-time fee, while the subscription licensing model is based on a monthly or yearly subscription fee. 

Moreover, the subscription model includes support, maintenance, and upgrades, while the perpetual model requires a separate maintenance agreement.

On the other hand, Freshservice offers a subscription-based pricing model that is based on the number of agents (users) and the features required. Freshservice pricing is tiered and starts at $19 per agent per month for the Blossom plan, which includes basic features such as ticketing, knowledge base, and email support. 

Further, the higher-tiered plans, such as the Garden and Estate plans, offer more advanced features, such as asset management, project management, and change management.

Unlike Freshservice, Ivanti offers more flexible pricing options with both perpetual and subscription licensing models. In addition, Ivanti's pricing is tailored to each customer's specific needs, with the ability to choose the licensing model that best suits them. 

Additionally, Ivanti's pricing is based on the selected product and service rather than a tiered pricing model based on features.

Customer ratings of Ivanti

• G2: 4.2/5

Customer ratings of Freshservice

• G2: 4.6/5

• Capterra: 4.5/5

By now, you may have better understood Ivanti and Freshservice, which would be the optimal tool for IT teams to enhance their IT service management. However, there's an additional tool like Zluri that can go a step further by eliminating the need for manual ticketing systems and saving significant time for IT teams. 

Let's take a look at the tool.

Zluri - A Suitable Tool to Eliminate Ticketing System

Zluri provides a comprehensive SaaS management platform that streamlines the app request process for employees and IT teams alike. Our Employee App Store is a self-serve model that enables employees to browse and request necessary apps, eliminating the need to submit tickets and wait for manual approval from the IT team. 

This hassle-free experience ensures that employees can access specific applications quickly and efficiently.

Our automation capabilities make app approval even more effortless.

Zluri simplifies the approval process by establishing triggers and conditions based on factors such as job roles and seniority levels. This allows IT teams to set up automated workflows that ensure every app request is approved quickly and accurately with minimal manual intervention.

For instance, suppose you have a Content Writer in your organization who needs to use the Grammarly tool. In that case, you can set up automated workflows that trigger app approval requests for Content Writers based on their roles in the organization. 

Furthermore, you can establish seniority levels that determine which team members have the authority to approve or deny these requests. This ensures access is given quickly and efficiently without unnecessary delays or bottlenecks.

Our app store also allows IT teams to control which apps are available to employees, ensuring compliance with organizational policies and regulations. This reduces the risk of security breaches, as IT teams can monitor all apps efficiently.

Zluri's platform fosters better collaboration among approvers by allowing IT admins to choose who is involved in the approval process and their role, including department heads, app owners, and other relevant parties. This ensures that all stakeholders are involved in decision-making, leading to better outcomes.

In addition to streamlining the app request process, Zluri makes the procurement process a breeze whenever your organization needs a new app. For example, if an employee requests an unavailable app, we'll help you procure it quickly and easily with our SaaS buying services, so your team can stay productive. 

Our SaaS buying services simplify procurement, freeing up your IT team to focus on more strategic initiatives. In addition, we have SaaS experts who are well-versed with all SaaS apps, helping you negotiate. Also, our experts can access benchmark data that gives knowledge on fair pricing and strengthens the negotiation process.

With Zluri, you can save valuable time and improve employee productivity by procuring required apps and ensuring employees can access the tools they need to succeed. Moreover, Zluri helps IT teams discover, track, and manage the entire organization's SaaS landscape. 

With our platform, IT teams can track app usage, identify redundant apps, and optimize app utilization, which helps organizations save money and prevent SaaS wastage.

If you want to learn more about Zluri and how it can benefit your organization, request a demo today!

About the author

Tathagata Chakrabarti

Tathagata is a Technical Content Writer with 4+ of experience in the SaaS industry. He has a keen eye for research and understanding macro trends in the SaaS & AI-based technology space. He has worked across several marketing & strategy roles in various domains like banking, e-commerce, and education sectors. In his leisure time, Tathagata is a full-time PC gamer.