We performed a comparison between BMC Helix ITSM and Ivanti Neurons for ITSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I like the single sign-on and that administrators can customize."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The versatility and customizability of the product is what I like most."
"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."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"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 solution's installation depends on its customization. It is easy."
"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."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The solution is easy to use and has a user-friendly interface"
"The integrations are quite simple and clear."
"Encountered issues with scalability and stability."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"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."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The search feature and the dashboard could both be improved."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The user interface must be made simpler and more effective."
"Support needs improvement in terms of responsiveness and timeliness."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"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."
"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."
"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."
"Configuration requirements are extensive, even in basic Service Desk processes."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. BMC Helix ITSM is rated 8.0, while Ivanti Neurons for ITSM is rated 8.2. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and BeyondTrust Remote Support, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, ManageEngine ServiceDesk Plus and PagerDuty Operations Cloud. See our BMC Helix ITSM vs. Ivanti Neurons for ITSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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