BMC Helix ITSM vs Ivanti Neurons for ITSM comparison

BMC and Ivanti are both solutions in the Help Desk Software category. BMC is ranked #6 with an average rating of 7.8, while Ivanti is ranked #10 with an average rating of 8.3. BMC holds a 9.3% mindshare in HDS, compared to Ivanti’s 2.5% mindshare. Additionally, 87% of BMC users are willing to recommend the solution, compared to 91% of Ivanti users who would recommend it.

BMC Helix ITSM

Read 79 BMC Helix ITSM reviews

5,113 Views
4,499 Comparison Views

87% willing to recommend

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

1,143 Views
903 Comparison Views

91% willing to recommend

BMC Helix ITSM

Ivanti Neurons for ITSM

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and Ivanti Neurons for ITSM compete in the IT service management solutions category, with BMC Helix ITSM having an upper hand in flexibility and customization while Ivanti Neurons leads in integration and ease of implementation.

Features: BMC Helix ITSM provides extensive ITIL process coverage and robust customization options, along with seamless integration with third-party tools. It includes modules like asset management, incident management, and service request management, which come with strong out-of-the-box functionality. Ivanti Neurons for ITSM emphasizes automation and integration while offering an adaptable interface that supports various third-party applications and enhances system integration.

Room for Improvement: BMC Helix ITSM could improve in streamlining user experience, enhancing cloud management features, and better support for agile development processes. Greater customization in workflows and reporting is also needed. Ivanti Neurons for ITSM needs a simpler user interface, better ERP tool integrations, and fewer consoles for increased efficiency. Both systems could improve on documentation and response times in technical support.

Ease of Deployment and Customer Service: BMC Helix ITSM offers on-premises, hybrid, and public cloud deployment options, resulting in flexible yet potentially prolonged deployment due to complexity. Customer service quality varies by service tier and location. Ivanti Neurons focuses on cloud solutions but supports on-premises setups, providing consistent yet primarily email-based support that can be complex.

Pricing and ROI: BMC Helix ITSM is costly but proven cost-effective long-term due to its comprehensive feature set and integration capabilities, with manageable licensing costs if supported by proper tools. Ivanti Neurons presents a more affordable option for smaller businesses with straightforward licensing, though it might not meet the advanced needs of larger companies. Both demonstrate strong ROI when aligned with business strategies.

To learn more, read our detailed BMC Helix ITSM vs. Ivanti Neurons for ITSM Report (Updated: July 2025).

Buyer's Guide

BMC Helix ITSM vs. Ivanti Neurons for ITSM

July 2025

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Helped 861,524 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

BMC Helix ITSM

Ranking in Help Desk Software

6th

Ranking in IT Service Management (ITSM)

3rd

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Ivanti Neurons for ITSM

Ranking in Help Desk Software

10th

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 9.3%, down from 12.3% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.5%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Ameet Darole

IT Service Delivery at Abcl

Used for user ticket management, incident management, and event management

We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.

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Anoir LOUHICHI

Consultant ITSM at Easydesk

Integration flexibility and informative dashboards enable effective workflow management

Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."

"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."

"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."

"The solution's most valuable features are automation and orchestration."

"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."

"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."

"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."

"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."

More BMC Helix ITSM pros

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

"The solution's technical support is excellent. I rate the technical support a ten out of ten."

"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."

"Ivanti Neurons allows me to adjust our workflow according to our needs."

"It is easy to set up."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

More Ivanti Neurons for ITSM pros

Cons

"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."

"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."

"Some parts of the solutions are using the old interface."

"The notifications that the solution is providing are very helpful, they should keep improving them for the future."

"In the next release, I would like to see AI used for classification or categorization."

"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."

"The reports need improvement, it is not a good functioning tool."

"We have experienced outages, because some other customers did something on the same cluster that we share."

More BMC Helix ITSM cons

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."

"The patching for non-Windows OSes such as Linux is poor."

"There is room for improvement in terms of response time. The support team takes a long time to respond."

"We'd like more integration with solutions like SolarWinds."

"The user interface must be made simpler and more effective."

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

"There's a lack of integration with other products. This needs to be improved."

"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

"The price of BMC Helix ITSM is expensive."

"There are licenses to use this solution."

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."

"BMC Helix ITSM is a very cost-effective solution."

More BMC Helix ITSM pricing and cost advice

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"The product is affordable for small businesses."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"The price is on the higher side. The support is included in the standard licensing fees."

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Top Industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

14%

Manufacturing Company

Government

Computer Software Company

14%

Financial Services Firm

12%

Government

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about BMC Helix ITSM?

If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...

See all answers

What needs improvement with BMC Helix ITSM?

In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...

See all answers

What is your primary use case for BMC Helix ITSM?

I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.

See all answers

What do you like most about Ivanti Neurons for ITSM?

I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.

See all answers

What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

The price is on the higher side. The support is included in the standard licensing fees.

See all answers

What needs improvement with Ivanti Neurons for ITSM?

There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.

See all answers

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Product Reports

Buyer's Guide

BMC Helix ITSM

July 2025

Download BMC Helix ITSM product report

Buyer's Guide

Ivanti Neurons for ITSM

July 2025

Download Ivanti Neurons for ITSM product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy

HEAT Service Management

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Buyer's Guide

BMC Helix ITSM vs. Ivanti Neurons for ITSM

July 2025

Free Report: BMC Helix ITSM vs. Ivanti Neurons for ITSM

Find out what your peers are saying about BMC Helix ITSM vs. Ivanti Neurons for ITSM and other solutions. Updated: July 2025.

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