Try our new research platform with insights from 80,000+ expert users

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
6th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
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)
6th
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 July 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 9.3%, down from 12.3% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.5%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.
Anoir LOUHICHI - PeerSpot reviewer
Integration flexibility and informative dashboards enable effective workflow management
Ivanti Neurons allows me to adjust our workflow according to our needs. It offers flexibility, integration with our solution, sends alerts, and provides information about service availability. The tool also allows me to manage partners and deal with recurrent incidents and errors. The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.

Quotes from Members

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

Pros

"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"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 departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"It's a very integrated solution."
"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."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The solution can perform well for large-sized companies."
"The product's initial setup phase was easy."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"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 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."
"It is easy to set up."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
 

Cons

"The interface isn't that great."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The dashboard can be better."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"The reports need improvement, it is not a good functioning tool."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"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."
"There's a lack of integration with other products. This needs to be improved."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"The patching for non-Windows OSes such as Linux is poor."
"We'd like more integration with solutions like SolarWinds."
"Support needs improvement in terms of responsiveness and timeliness."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
 

Pricing and Cost Advice

"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."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"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."
"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."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"There are licenses to use this solution."
"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."
"It is too expensive for a small business."
"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."
"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."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
861,803 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
14%
Manufacturing Company
8%
Government
8%
Computer Software Company
14%
Financial Services Firm
12%
Government
9%
Educational Organization
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?
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 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: July 2025.
861,803 professionals have used our research since 2012.