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 7.5, while Ivanti is ranked #11 with an average rating of 8.3. BMC holds a 11.1% mindshare in HDS, compared to Ivanti’s 1.9% 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 77 BMC Helix ITSM reviews

6,058 Views
3,789 Comparison Views

87% willing to recommend

Ivanti Neurons for ITSM

Read 16 Ivanti Neurons for ITSM reviews

959 Views
524 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: February 2025).

Buyer's Guide

BMC Helix ITSM vs. Ivanti Neurons for ITSM

February 2025

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Helped 838,713 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

11th

Ranking in IT Service Management (ITSM)

9th

Average Rating

8.4

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 11.1%, down from 11.9% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 1.9%, 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.

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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.

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Quotes from Members

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

Pros

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

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

"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."

"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 most valuable features are the simplicity and the in-duty features."

"Provides a clean front-end for our users to log requests and has rich ITSM functionality."

"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."

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

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."

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

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

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

"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."

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

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

More Ivanti Neurons for ITSM pros

Cons

"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."

"It needs to be more comfortable for the end-user."

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

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

"BMC Helix ITSM should have an easy-to-use user interface."

"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."

"Adding additional fields does not work very well."

"They could be more responsive to feedback from their community board."

More BMC Helix ITSM cons

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

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

"They could provide product integration with popular platforms."

"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."

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

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

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

"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."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

"The price of BMC Helix ITSM is expensive."

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

"The price of BMC Helix ITSM could improve their price."

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

"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."

"The solution's pricing should come down."

"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."

More BMC Helix ITSM pricing and cost advice

"The product is affordable for small businesses."

"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."

"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%

Government

Manufacturing Company

Government

14%

Computer Software Company

13%

Financial Services Firm

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...

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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...

See all answers

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.

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

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Compared 64% of the time

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Compared 10% of the time

ManageEngine ServiceDesk Plus vs BMC Helix ITSM

Compared 3% of the time

Zendesk vs BMC Helix ITSM

Compared 2% 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 37% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 10% of the time

ManageEngine ServiceDesk Plus vs Ivanti Neurons for ITSM

Compared 10% of the time

NinjaOne vs Ivanti Neurons for ITSM

Compared 8% of the time

Zendesk vs Ivanti Neurons for ITSM

Compared 8% of the time

More Ivanti Neurons for ITSM Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

February 2025

Download BMC Helix ITSM product report

Buyer's Guide

Ivanti Neurons for ITSM

February 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

February 2025

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

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