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BMC Helix ITSM vs Ivanti Neurons for ITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
78
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
8.2
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 7.1%, down from 12.6% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.1%, up from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Market Share Distribution
ProductMarket Share (%)
BMC Helix ITSM7.1%
Ivanti Neurons for ITSM2.1%
Other90.8%
Help Desk Software
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
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.
Rajat_Srivastava - PeerSpot reviewer
Has helped streamline ticketing and change management while offering clear documentation support
Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

Quotes from Members

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

Pros

"Initial, out-the-box setup was easy with no problems."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The solution's most valuable features are automation and orchestration."
"With service requests, we have been able to give visibility to the business users."
"The solution can scale."
"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."
"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."
"It's one of the top solutions on the market for ITSM capabilities."
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"It is easy to set up."
"The integrations are quite simple and clear."
"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's technical support is excellent. I rate the technical support a ten out of ten."
"This is an excellent alternative to ServiceNow for smaller companies."
"The solution is easy to use and has a user-friendly interface"
 

Cons

"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"Support could be better."
"In the next release, I would like to see AI used for classification or categorization."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"The amount of software issues are still too big, even considering the complexity of the tool."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"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's a lack of integration with other products. This needs to be improved."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"We'd like more integration with solutions like SolarWinds."
"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."
"The patching for non-Windows OSes such as Linux is poor."
"Configuration requirements are extensive, even in basic Service Desk processes."
 

Pricing and Cost Advice

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"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."
"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 price of BMC Helix ITSM is expensive."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"The solution's pricing should come down."
"There are licenses to use this solution."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"The price is on the higher side. The support is included in the standard licensing fees."
"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."
"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
18%
Financial Services Firm
12%
Manufacturing Company
8%
Government
8%
Computer Software Company
13%
Manufacturing Company
12%
Financial Services Firm
11%
Educational Organization
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise54
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise6
 

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...
What needs improvement with BMC Helix ITSM?
Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...
What is your primary use case for BMC Helix ITSM?
We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...
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.
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.
What needs improvement with Ivanti Neurons for ITSM?
Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management
HEAT Service Management
 

Overview

 

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
Find out what your peers are saying about BMC Helix ITSM vs. Ivanti Neurons for ITSM and other solutions. Updated: September 2025.
869,771 professionals have used our research since 2012.