BMC Helix ITSM vs Ivanti Neurons for ITSM comparison

BMC and Ivanti are both solutions in the Help Desk Software category. BMC is ranked #4 with an average rating of 7.6, while Ivanti is ranked #12 with an average rating of 8.3. BMC holds a 12.4% mindshare in HDS, compared to Ivanti’s 1.8% mindshare. Additionally, 87% of BMC users are willing to recommend the solution, compared to 90% of Ivanti users who would recommend it.

BMC Helix ITSM

Read 77 BMC Helix ITSM reviews

6,780 Views
4,097 Comparison Views

87% willing to recommend

Ivanti Neurons for ITSM

Read 15 Ivanti Neurons for ITSM reviews

1,061 Views
536 Comparison Views

90% willing to recommend

BMC Helix ITSM

Ivanti Neurons for ITSM

Comparison Buyer's Guide

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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: November 2024).

Buyer's Guide

BMC Helix ITSM vs. Ivanti Neurons for ITSM

November 2024

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Categories and Ranking

BMC Helix ITSM

Ranking in Help Desk Software

4th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.0

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Ivanti Neurons for ITSM

Ranking in Help Desk Software

12th

Ranking in IT Service Management (ITSM)

10th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 2024, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 12.4%, up from 11.4% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 1.8%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

RajkumarK

Senior Production Analyst at Victoria's Secret

The leading service management platform for delivering intelligent, user-centric experiences

Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable.

Read full review

Sanjay Mukhopadhyay

Director - Sales & Operations - India at Intertec Systems

The solution comes with a host of features for hyper-automation

The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace. With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.

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 the power to automatize several different tasks in the ITSM world."

"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."

"With service requests, we have been able to give visibility to the business users."

"It has centralized all work orders and help desk ticket tracking."

"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."

"The solution can scale."

"The product's initial setup phase was easy."

"The most valuable feature for our customers using BMC Helix ITSM is change management."

More BMC Helix ITSM pros

"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."

"The solution is easy to use and has a user-friendly interface"

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

"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."

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

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

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

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

More Ivanti Neurons for ITSM pros

Cons

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

"The dashboard can be better."

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

"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."

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

"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."

"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."

"Working with numerous processes can be complex, and the processes are not always transparent in the solution."

More BMC Helix ITSM cons

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

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

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

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

"Support needs improvement in terms of responsiveness and timeliness."

"Configuration requirements are extensive, even in basic Service Desk processes."

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

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

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."

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

"It is too expensive for a small business."

"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 could improve their price."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"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."

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

More BMC Helix ITSM pricing and cost advice

"The product is affordable for small businesses."

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

"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."

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

13%

Government

Manufacturing Company

Government

16%

Computer Software Company

13%

Financial Services Firm

Retailer

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...

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What needs improvement with BMC Helix ITSM?

The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...

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What is your primary use case for BMC Helix ITSM?

We majorly use the solution for user ticket management, incident management, and event management.

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?

They could provide product integration with popular platforms like WhatsApp for customer communication and enhancing software asset management capabilities.

See all answers

Comparisons

ServiceNow vs BMC Helix ITSM

Compared 69% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 10% of the time

Zendesk vs BMC Helix ITSM

Compared 3% of the time

ManageEngine ServiceDesk Plus vs BMC Helix ITSM

Compared 2% of the time

Freshdesk vs BMC Helix ITSM

Compared 1% of the time

More BMC Helix ITSM Competitors

ServiceNow vs Ivanti Neurons for ITSM

Compared 34% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 13% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 13% of the time

PagerDuty Operations Cloud vs Ivanti Neurons for ITSM

Compared 8% of the time

GLPI by Teclib vs Ivanti Neurons for ITSM

Compared 8% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

December 2024

Download BMC Helix ITSM product report

Buyer's Guide

Ivanti Neurons for ITSM

December 2024

Download Ivanti Neurons for ITSM product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy

HEAT Service Management

Learn More

BMC

Video not available

Ivanti

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.”

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.

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

November 2024

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

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