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 7.8, while Ivanti is ranked #10 with an average rating of 8.3. BMC holds a 10.6% mindshare in HDS, compared to Ivanti’s 2.2% 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 78 BMC Helix ITSM reviews

5,456 Views
3,489 Comparison Views

87% willing to recommend

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

928 Views
510 Comparison Views

91% willing to recommend

BMC Helix ITSM

Ivanti Neurons for ITSM

Comparison Buyer's Guide

Download the report

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: April 2025).

Buyer's Guide

BMC Helix ITSM vs. Ivanti Neurons for ITSM

April 2025

Download the complete report

Helped 848,716 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

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

10th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 10.6%, down from 12.2% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.2%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Fairoz Gadad

Project Manager at a computer software company with 1,001-5,000 employees

Development team is quick to address bugs or shortcomings in their product

BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.

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's one of the top solutions on the market for ITSM capabilities."

"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."

"Initial, out-the-box setup was easy with no problems."

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

"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 most valuable features of BMC Helix ITSM for us are CMDB and discovery."

"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."

"The most valuable features of BMC Helix ITSM are the ease to use and integration."

More BMC Helix ITSM pros

"This is an excellent alternative to ServiceNow for smaller companies."

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

"The solution's installation depends on its customization. It is easy."

"The integrations are quite simple and clear."

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

"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."

"It is easy to set up."

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

More Ivanti Neurons for ITSM pros

Cons

"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."

"Needs less infrastructure requirements."

"Log in process is unnecessarily complicated."

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

"It takes a long-time to plan and deploy the on-premise solution."

"Encountered issues with scalability and stability."

"I would also love to see consistency across all consoles."

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

More BMC Helix ITSM cons

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

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"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."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

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

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

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

"They could provide product integration with popular platforms."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."

"The price of BMC Helix ITSM is expensive."

"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."

"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."

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

"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."

"It is costly, but it is well worth it."

More BMC Helix ITSM pricing and cost advice

"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."

"The product is affordable for small businesses."

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

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

848,716 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

14%

Government

Manufacturing Company

Government

14%

Computer Software Company

13%

Financial Services Firm

10%

Manufacturing Company

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

Comparisons

ServiceNow vs BMC Helix ITSM

Compared 59% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 10% of the time

OpenText Service Management Automation X (SMAX) vs BMC Helix ITSM

Compared 3% of the time

Zendesk vs BMC Helix ITSM

Compared 3% of the time

SolarWinds Web Help Desk vs BMC Helix ITSM

Compared 2% of the time

More BMC Helix ITSM Competitors

ServiceNow vs Ivanti Neurons for ITSM

Compared 33% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 10% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 8% of the time

Freshservice vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 7% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

April 2025

Download BMC Helix ITSM product report

Buyer's Guide

Ivanti Neurons for ITSM

April 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

April 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: April 2025.

DOWNLOAD NOW

848,716 professionals have used our research since 2012.

See our BMC Helix ITSM vs. Ivanti Neurons for ITSM report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.