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BMC Helix Enterprise Service Management vs Ivanti Neurons for ITSM comparison

BMC Helix and Ivanti are both solutions in the IT Service Management (ITSM) category. BMC Helix is ranked #6 with an average rating of 8.5, while Ivanti is ranked #12 with an average rating of 8.3. BMC Helix holds a 0.7% mindshare in ISM, compared to Ivanti’s 2.0% mindshare. Additionally, 100% of BMC Helix users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.
BMC Helix Enterprise Servic...
Read 13 BMC Helix Enterprise Service Management reviews
  • 839 Views
  • 831 Comparison Views
100% willing to recommend
Ivanti Neurons for ITSM
Read 18 Ivanti Neurons for ITSM reviews
  • 2,439 Views
  • 1,829 Comparison Views
92% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Mar 29, 2026

Ivanti Neurons for ITSM and BMC Helix Enterprise Service Management are competing products in the IT Service Management sector. Ivanti leads in pricing and support, while BMC Helix takes precedence with its extensive feature set, making it a preferred choice for sophisticated IT environments.

Features: Ivanti Neurons for ITSM excels in user-friendly automation capabilities and flexible integrations. BMC Helix, on the other hand, provides robust customization options and advanced predictive analytics, enhanced by its strong AI-driven workflow capabilities, offering significant value in complex IT infrastructures.

Room for Improvement: Ivanti could improve by expanding its feature set and offering more advanced analytics. BMC Helix could simplify its deployment process and enhance user-friendliness. Ivanti also needs to enhance predictive analytics and customization options, while BMC Helix should provide more intuitive user interfaces and reduce its operational complexity.

Ease of Deployment and Customer Service: Ivanti Neurons for ITSM is noted for its straightforward and time-efficient deployment process, coupled with responsive customer support. BMC Helix, although it involves a more complex deployment model, provides comprehensive customer support and guidance to ensure seamless integration with existing systems.

Pricing and ROI: Ivanti offers competitive pricing and rapid ROI, making it a suitable option for smaller organizations. BMC Helix, while requiring a higher initial investment, offers substantial ROI through its comprehensive features, which are particularly beneficial for larger, more complex deployments.

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To learn more, read our detailed BMC Helix Enterprise Service Management vs. Ivanti Neurons for ITSM Report (Updated: April 2026).
Buyer's Guide
BMC Helix Enterprise Service Management vs. Ivanti Neurons for ITSM
April 2026
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Review summaries and opinions

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

ROI

Sentiment score
4.9
BMC Helix ESM improved efficiency by automating tasks, reducing staffing needs, and enhancing productivity with faster, stable processes.
Sentiment score
4.8
Ivanti Neurons for ITSM increased ROI with improved First Call Close rates and time savings due to effective workflows and reporting.
Developing metrics to monitor disk capacity prevents potential disasters.
reviewer2797722
IT Systems & Support Engineer at a comms service provider with 501-1,000 employees
I have seen a return on investment with BMC Helix Enterprise Service Management by reducing the MTTR by up to 30%.
Ravi ShankarSundarasan
Senior Enterprise Cloud Architect at Blue Yonder
Focusing on RCA, the root cause of the incident, and how we can reduce incidents while also reducing the FTE count in managing production bots.
reviewer2799444
AVP at a financial services firm with 5,001-10,000 employees
For more quotes and insights, download the BMC Helix Enterprise Service Management report
No quotes available
For more quotes and insights, download the Ivanti Neurons for ITSM report
reviewer2797722 - PeerSpot reviewerRavi ShankarSundarasan - PeerSpot reviewerreviewer2799444 - PeerSpot reviewer
 

Customer Service

Sentiment score
6.2
BMC Helix ESM customer service is responsive and knowledgeable, with high ratings, though initial response speed could improve.
Sentiment score
7.3
Ivanti Neurons for ITSM is praised for technical support, timely updates, and effective problem-solving despite minor response delay concerns.
The initial phases of investigation will be very short because you have a dedicated, assigned resource who is understanding your environment, already knows your environment, already knows your understanding and your needs, so it will be much better.
Mourad Ali
IT Sm & Consultancy Practice Manager at fingerprint consultancy
The customer support for BMC Helix Enterprise Service Management is excellent.
Ravi ShankarSundarasan
Senior Enterprise Cloud Architect at Blue Yonder
we receive time-to-time responses, and we get responses within 24 hours.
reviewer2799444
AVP at a financial services firm with 5,001-10,000 employees
For more quotes and insights, download the BMC Helix Enterprise Service Management report
Ivanti is very responsive and releases new features and updates in a timely manner.
Rajat_Srivastava
Manager - Technical Support at a tech vendor with 10,001+ employees
For more quotes and insights, download the Ivanti Neurons for ITSM report
Mourad Ali - PeerSpot reviewerRavi ShankarSundarasan - PeerSpot reviewerreviewer2799444 - PeerSpot reviewerRajat_Srivastava - PeerSpot reviewer
 

Scalability Issues

Sentiment score
6.4
BMC Helix ESM is scalable, supporting multi-cloud, on-premise integration, workflows, and growth across HR, finance, and OEM systems.
Sentiment score
7.9
Ivanti Neurons for ITSM offers excellent scalability and adaptability for organizations of all sizes, with seamless integration and stability.
They have scaled it up higher to finance and other modules already.
reviewer2797263
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
The scalability of BMC Helix Enterprise Service Management is impressive; we run close to 22,000 workloads in Microsoft Azure and 10,000+ virtual machines in the VMware on-premise environment.
Ravi ShankarSundarasan
Senior Enterprise Cloud Architect at Blue Yonder
BMC Helix Enterprise Service Management is scalable in terms of managing four OEMs now; if we have to use it for 10 OEMs, it would be scalable for us.
reviewer2799444
AVP at a financial services firm with 5,001-10,000 employees
For more quotes and insights, download the BMC Helix Enterprise Service Management report
No quotes available
For more quotes and insights, download the Ivanti Neurons for ITSM report
reviewer2797263 - PeerSpot reviewerRavi ShankarSundarasan - PeerSpot reviewerreviewer2799444 - PeerSpot reviewer
 

Stability Issues

Sentiment score
8.2
BMC Helix ESM is stable and reliable but has CMDB issues, with some network-related concerns but no major application problems.
Sentiment score
7.3
Ivanti Neurons for ITSM is reliable but occasionally faces issues like caching, response speed, and browser compatibility challenges.
The stability of the solution could be improved, specifically in the area of the Configuration Management Database (CMDB).
Krishna Varchagall
Service Management Consultant at Tiberone
BMC Helix Enterprise Service Management is stable in my experience.
reviewer2797293
Senior Technical Specialist at a financial services firm with 10,001+ employees
BMC Helix Enterprise Service Management is stable.
reviewer2799576
IT Engineer at a tech vendor with 5,001-10,000 employees
For more quotes and insights, download the BMC Helix Enterprise Service Management report
I would rate the stability from one to ten as a nine.
reviewer2809476
Technical Account Manager at a computer software company with 11-50 employees
For more quotes and insights, download the Ivanti Neurons for ITSM report
KV
reviewer2797293 - PeerSpot reviewerreviewer2799576 - PeerSpot reviewerreviewer2809476 - PeerSpot reviewer
 

Room For Improvement

BMC Helix ESM struggles with a complex interface, poor integration, and requires improved usability, documentation, and language support.
Ivanti Neurons for ITSM needs improvement in support, customization, integration, UI, AI, pricing, training, and documentation.
In BMC Helix, there are issues with the Configuration Management Database (CMDB), such as duplicate entries and problems with reconciliation.
Krishna Varchagall
Service Management Consultant at Tiberone
The main problem that I found is that once we receive the incident, we cannot change it to a work order. That is not possible at all in BMC Helix Enterprise Service Management.
reviewer2797293
Senior Technical Specialist at a financial services firm with 10,001+ employees
BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful.
reviewer2797722
IT Systems & Support Engineer at a comms service provider with 501-1,000 employees
For more quotes and insights, download the BMC Helix Enterprise Service Management report
There could be an improvement in the ability to easily integrate other systems without extensive development.
Anoir LOUHICHI
Consultant ITSM at Easydesk
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.
Rajat_Srivastava
Manager - Technical Support at a tech vendor with 10,001+ employees
Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices.
reviewer2809476
Technical Account Manager at a computer software company with 11-50 employees
For more quotes and insights, download the Ivanti Neurons for ITSM report
KV
reviewer2797293 - PeerSpot reviewerreviewer2797722 - PeerSpot reviewerAnoir LOUHICHI - PeerSpot reviewerRajat_Srivastava - PeerSpot reviewerreviewer2809476 - PeerSpot reviewer
 

Setup Cost

BMC Helix pricing experiences vary, with some citing lower costs than competitors and others finding it expensive.
Ivanti Neurons for ITSM is cost-effective, subscription-based, with user licenses based on IT analysts, plus optional professional services.
From what I heard from procurement and management, BMC Helix Enterprise Service Management overall is a costly setup.
reviewer2797263
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
My experience with pricing, setup costs, and licensing for BMC Helix Enterprise Service Management indicates that the pricing is high compared to competitors available in the market, such as ServiceNow or Jira.
Ravi ShankarSundarasan
Senior Enterprise Cloud Architect at Blue Yonder
It is not significant in terms of cost.
reviewer2799444
AVP at a financial services firm with 5,001-10,000 employees
For more quotes and insights, download the BMC Helix Enterprise Service Management report
I think the pricing aspect is cost-efficient.
reviewer2809476
Technical Account Manager at a computer software company with 11-50 employees
For more quotes and insights, download the Ivanti Neurons for ITSM report
reviewer2797263 - PeerSpot reviewerRavi ShankarSundarasan - PeerSpot reviewerreviewer2799444 - PeerSpot reviewerreviewer2809476 - PeerSpot reviewer
 

Valuable Features

BMC Helix ESM enhances productivity with automation, scalability, cloud access, and AI features, optimizing ITSM processes and resource management.
Ivanti Neurons for ITSM enhances service delivery with AI-driven automation, integrations, and robust management features for operational efficiency.
The best features BMC Helix Enterprise Service Management offers include their reporting module, which was excellent and the best feature about the product.
reviewer2797263
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
Now in BMC Helix Enterprise Service Management, we can define a lot of workflows. We can add approval workflows. Many features are available.
reviewer2797293
Senior Technical Specialist at a financial services firm with 10,001+ employees
For instance, if I monitor a server with disk thresholds, an email alert notifies the end user when storage is reaching its maximum capacity, which is extremely helpful.
reviewer2797722
IT Systems & Support Engineer at a comms service provider with 501-1,000 employees
For more quotes and insights, download the BMC Helix Enterprise Service Management report
The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.
Anoir LOUHICHI
Consultant ITSM at Easydesk
What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system.
Rajat_Srivastava
Manager - Technical Support at a tech vendor with 10,001+ employees
I like the patch management side of things in this solution. You can set deployment rings so patches are rolled out in phases rather than hitting everyone at once, which reduces risk.
reviewer2809476
Technical Account Manager at a computer software company with 11-50 employees
For more quotes and insights, download the Ivanti Neurons for ITSM report
reviewer2797263 - PeerSpot reviewerreviewer2797293 - PeerSpot reviewerreviewer2797722 - PeerSpot reviewerAnoir LOUHICHI - PeerSpot reviewerRajat_Srivastava - PeerSpot reviewerreviewer2809476 - PeerSpot reviewer
 

Categories and Ranking

BMC Helix Enterprise Servic...
Ranking in IT Service Management (ITSM)
6th
Average Rating
8.4
Reviews Sentiment
5.9
Number of Reviews
13
Ranking in other categories
No ranking in other categories
Ivanti Neurons for ITSM
Ranking in IT Service Management (ITSM)
12th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
18
Ranking in other categories
Help Desk Software (12th)
 

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of BMC Helix Enterprise Service Management is 0.7%, up from 0.0% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.0%, down from 2.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
BMC Helix Enterprise Service Management0.7%
Ivanti Neurons for ITSM2.0%
Other97.3%
IT Service Management (ITSM)
 

Featured Reviews

EF
Eduardo Dasilva
Digital Workplace Platform Engineer at Amaris
Data‑driven service dashboards have improved incident response and now support proactive operations
Regarding areas for improvement and challenges, complexity and learning curve are significant considerations. The platform is highly configurable, but this also means a steep learning curve, especially for administrators and new users. Proper training is essential. The initial setup and customization efforts for implementing workflows, dashboards, and integration can be consuming without clear process definitions. There is a risk of over-customization. The user interface has improved over time, but some areas of the platform are still not fully consistent, which can initially impact user adoption. We also encounter limitations with report customization; while dashboards are highly advanced and customizable, creating reports sometimes requires additional efforts and external tools.
Read full review
Rajat_Srivastava - PeerSpot reviewer
Rajat_Srivastava
Manager - Technical Support at a tech vendor with 10,001+ employees
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.
Read full review
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Top Industries

By visitors reading reviews
Financial Services Firm
24%
Comms Service Provider
11%
University
11%
Construction Company
8%
Manufacturing Company
11%
Financial Services Firm
9%
Computer Software Company
9%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise1
Large Enterprise13
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise6
 

Questions from the Community

What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?
Regarding pricing, setup cost, and licensing for BMC Helix Enterprise Service Management, I find it reasonable. It was not that costly, and we noticed significant cost improvements over time, allow...
See all answers
What needs improvement with BMC Helix Enterprise Service Management?
In terms of improvements for BMC Helix Enterprise Service Management, I have observed that some processes within the GUI are slightly quirky, leading to freezes occasionally. I think they need to c...
See all answers
What is your primary use case for BMC Helix Enterprise Service Management?
My main use case for BMC Helix Enterprise Service Management involves handling hundreds of jobs that are scheduled day in and day out for 24-hour critical applications. Those applications work on s...
See all answers
What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?
I think the pricing aspect is cost-efficient.
See all answers
What needs improvement with Ivanti Neurons for ITSM?
Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices. I've noticed sometimes it can be a bit flaky with Mac OS environments.
See all answers
What is your primary use case for Ivanti Neurons for ITSM?
I use this product for patch management, remote access, and endpoint control.
See all answers
 

Comparisons

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Compared 13% of the time
JIRA Service Management vs Ivanti Neurons for ITSM Logo
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Compared 7% of the time
BMC Helix ITSM vs Ivanti Neurons for ITSM Logo
BMC Helix ITSM vs Ivanti Neurons for ITSM
Compared 6% of the time
Cherwell Service Management vs Ivanti Neurons for ITSM Logo
Cherwell Service Management vs Ivanti Neurons for ITSM
Compared 5% of the time
Vision Helpdesk vs Ivanti Neurons for ITSM Logo
Vision Helpdesk vs Ivanti Neurons for ITSM
Compared 5% of the time
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Product Reports

Buyer's Guide
BMC Helix Enterprise Service Management
May 2026
BMC Helix Enterprise Service Management reportDownload BMC Helix Enterprise Service Management product report
Buyer's Guide
Ivanti Neurons for ITSM
May 2026
Ivanti Neurons for ITSM reportDownload Ivanti Neurons for ITSM product report
 

Also Known As

No data available
HEAT Service Management
 

Overview

BMC Helix Enterprise Service Management offers intelligent automation, customizable workflows, and improved SLA management with seamless communication in IT service management, enhancing ticket classification and routing efficiency.

BMC Helix Enterprise Service Management integrates AI-driven automation and supports multi-cloud infrastructure discovery, improving operational efficiency and reducing manual errors. It enhances collaboration and decision-making with robust change and incident management. While beneficial, it needs improvements in language support, navigation usability, and integration capabilities to better serve large-scale environments.

What are the key features of BMC Helix Enterprise Service Management?
  • Automation: Leverages AI to enhance ticket routing and classification.
  • Customizable Workflows: Tailors processes to meet specific organizational needs.
  • Reporting Capabilities: Offers comprehensive insights through detailed reports.
  • Multi-Cloud Support: Facilitates efficient management across cloud platforms.
  • Incident Management: Streamlines processes to improve response times.
What benefits should organizations consider in reviews?
  • Improved Visibility: Enhances teams' ability to track workflow and resource allocation.
  • Operational Efficiency: Reduces manual errors and enhances process management.
  • Resource Allocation: Optimizes resource distribution for better task management.
  • Seamless Integration: Works with tools like ServiceNow for enhanced service delivery.

BMC Helix Enterprise Service Management is implemented across industries such as IT, healthcare, and finance where automation and workflow customization are priority. It supports service requests, change management, and compliance, boosting operational efficiency and service delivery.

BMC Helix

Ivanti Neurons for ITSM provides a comprehensive suite for automation, integration, and service management. With AI-driven hyper-automation and flexible self-service, it streamlines ticketing and incident management, enhancing productivity with efficient device management across different platforms.

Ivanti Neurons for ITSM is a dynamic platform designed for IT service management, offering robust features like hyper-automation and AI-enhanced functionalities. With a powerful service catalog, seamless patch and asset management, and advanced incident handling capabilities, it caters to diverse operational needs. Its intuitive interface supports device management across platforms, enhancing productivity through automatic updates. While valuable for its cost-effectiveness and stability, users note areas for improvement, particularly in non-Windows patching, integration versatility, and regional support.

What are the key features?
  • Hyper-Automation: Leverages AI for efficient task automation and problem-solving.
  • Service Catalog: Provides a diverse range of predefined service templates for easy access.
  • Incident Management: Streamlines ticket handling and resolution processes.
  • Patch Management: Enhances system security with automated patch deployment.
  • Cloud Neurons: Offers productivity tools with automatic updates to services.
Which benefits do customers look for?
  • Cost-Effectiveness: Provides stable and affordable service management solutions.
  • Enhanced Productivity: Increases efficiency with automated processes and updates.
  • Ease of Use: Facilitates device management with an intuitive interface across platforms.
  • Flexibility: Adapts to different organizational configurations and needs.

Ivanti Neurons for ITSM is widely implemented across service desks as an ITIL 4-certified system, supporting workflows like server patching, remote access, and incident handling. It aids digital transformation in HR and finance, being user-friendly for end-users while allowing deep configurability for managers. Key sectors benefiting include IT, HR, and finance, where it supports task-specific needs with specialized functionalities.

Ivanti
 

Sample Customers

Information Not Available
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 Enterprise Service Management vs. Ivanti Neurons for ITSM
April 2026
Free Report: BMC Helix Enterprise Service Management vs. Ivanti Neurons for ITSM
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