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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

"It has centralized all work orders and help desk ticket tracking."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"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."
"It's one of the top solutions on the market for ITSM capabilities."
"Technical support has been fine."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The digital workplace is appealing."
"It is highly configurable with PinkVERIFY status."
"The tool supports a lot of standard reporting KPIs."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"Incident management and service request management features are the most valuable."
"The initial setup was quite simple; installing just took a few minutes."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"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."
 

Cons

"The documentation could improve in BMC Helix ITSM."
"They could be more responsive to feedback from their community board."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"The interface isn't that great."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The search feature and the dashboard could both be improved."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"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."
"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."
"You must be very technical to configure it."
"The interface can be improved. It can be made more interactive for self-service users."
"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 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."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
 

Pricing and Cost Advice

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"It is costly, but it is well worth it."
"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."
"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."
"There are licenses to use this solution."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
Information not available
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
14%
Government
9%
Manufacturing Company
8%
Government
21%
Healthcare Company
16%
Computer Software Company
9%
Manufacturing Company
7%
 

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?
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...
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.
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: April 2025.
848,716 professionals have used our research since 2012.