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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
4th
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Reviews Sentiment
6.7
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
8.4
Reviews Sentiment
6.7
Number of Reviews
16
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 - PeerSpot reviewer
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.
Sanjay Mukhopadhyay - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."
"Our Change Management and Incident Management​ processes have been greatly improved."
"It's a very integrated solution."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"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."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"This is an excellent alternative to ServiceNow for smaller companies."
"It is easy to set up."
"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 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."
 

Cons

"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"They could be more responsive to feedback from their community board."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The search feature and the dashboard could both be improved."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"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. However, we lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features."
"The interface isn't that great."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"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."
"Support needs improvement in terms of responsiveness and timeliness."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"There's a lack of integration with other products. This needs to be improved."
"They could provide product integration with popular platforms."
"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."
 

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."
"BMC Helix ITSM is a very cost-effective solution."
"The solution's pricing should come down."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"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."
"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 could improve their price."
"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
18%
Financial Services Firm
15%
Government
9%
Manufacturing Company
8%
Government
14%
Computer Software Company
14%
Financial Services Firm
10%
Retailer
8%
 

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...
What needs improvement with BMC Helix ITSM?
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs. The interface should be more user-friendly, and the customization should...
What is your primary use case for BMC Helix ITSM?
We are currently using BMC Helix ITSM in our organization. We are in the process of implementing new modules like CMDB and discovery.
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?
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.
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
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: February 2025.
845,040 professionals have used our research since 2012.