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."Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"It has the power to automatize several different tasks in the ITSM world."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"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 solution's installation depends on its customization. It is easy."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"This is an excellent alternative to ServiceNow for smaller companies."
"The integrations are quite simple and clear."
"The solution is easy to use and has a user-friendly interface"
"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."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"Some parts of the solutions are using the old interface."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"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."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"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."
"There's a lack of integration with other products. This needs to be improved."
"The user interface must be made simpler and more effective."
"Support needs improvement in terms of responsiveness and timeliness."
"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."
"The patching for non-Windows OSes such as Linux is poor."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
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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