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BMC Helix ITSM vs Ivanti Service Desk [EOL] comparison

 

Comparison Buyer's Guide

Executive Summary

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
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
78
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (4th)
Ivanti Service Desk [EOL]
Average Rating
7.6
Reviews Sentiment
6.0
Number of Reviews
8
Ranking in other categories
No ranking in other categories
 

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.
Sayed Munir - PeerSpot reviewer
Beneficial connectors, useful service requests, and setup straightforward
I previously used ManageEngine. I switched because the Ivanti Service Desk has a lot of integrations and connectors which are beneficial. There are a lot of minute details where Ivanti Service Desk has an advantage over ManageEngine. For example, in ManageEngine ITSM we cannot integrate it with Oracle ERP. However, in Ivanti Service Desk we can integrate it with ERP solutions to fit in the user details, and other required objects we want. That's one of the biggest differentiators. Additionally, Ivanti Service Desk gives a lot of customization while in ManageEngine a lot of elements are hardcoded. We cannot customize it up to the minute level.

Quotes from Members

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

Pros

"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"Our Change Management and Incident Management​ processes have been greatly improved."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"Incident management is a valuable feature."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The tool supports a lot of standard reporting KPIs."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"Incident management and service request management features are the most valuable."
"It is highly configurable with PinkVERIFY status."
"The initial setup was quite simple; installing just took a few minutes."
 

Cons

"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."
"Needs less infrastructure requirements."
"The Approval Central system needs to be refreshed."
"Support could be more skilled. We are wasting too much of our time debugging.​"
"Adding additional fields does not work very well."
"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."
"The interface isn't that great."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"You must be very technical to configure it."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The interface can be improved. It can be made more interactive for self-service users."
 

Pricing and Cost Advice

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"It is too expensive for a small business."
"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."
"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."
"It is costly, but it is well worth it."
"BMC Helix ITSM is a very cost-effective solution."
"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."
"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."
Information not available
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
15%
Government
9%
Manufacturing Company
8%
Government
18%
Healthcare Company
14%
Manufacturing Company
11%
Computer Software Company
9%
 

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 Service Desk ?
The tool supports a lot of standard reporting KPIs.
What needs improvement with Ivanti Service Desk ?
The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not ab...
What is your primary use case for Ivanti Service Desk ?
Basically, we use it for service management from the financial side of things.
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: March 2025.
845,406 professionals have used our research since 2012.