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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

"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"Technical support has been fine."
"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."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Improved our organization with better customer experience and reporting abilities."
"It's a very integrated solution."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The solution is easy to use and has a user-friendly interface"
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"This is an excellent alternative to ServiceNow for smaller companies."
"The solution's installation depends on its customization. It is easy."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"It is easy to set up."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
 

Cons

"Log in process is unnecessarily complicated."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The reports need improvement, it is not a good functioning tool."
"The interface isn't that great."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"The dashboard can be better."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"We'd like more integration with solutions like SolarWinds."
"There's a lack of integration with other products. This needs to be improved."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"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."
"Configuration requirements are extensive, even in basic Service Desk processes."
"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."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
 

Pricing and Cost Advice

"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."
"The price of BMC Helix ITSM is expensive."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"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."
"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."
"The price of BMC Helix ITSM could improve their price."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"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."
"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."
"The price is on the higher side. The support is included in the standard licensing fees."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
13%
Manufacturing Company
8%
Government
8%
Computer Software Company
14%
Financial Services Firm
10%
Government
10%
Educational Organization
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?
Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...
What is your primary use case for BMC Helix ITSM?
We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...
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.
863,901 professionals have used our research since 2012.