We performed a comparison between BMC Helix ITSM, Ivanti Neurons for ITSM, and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"The digital workplace is appealing."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"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."
"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."
"The integrations are quite simple and clear."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"This is an excellent alternative to ServiceNow for smaller companies."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"It is easy to set up."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"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."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"Adding additional fields does not work very well."
"Some parts of the solutions are using the old interface."
"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."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The search feature and the dashboard could both be improved."
"It needs to be more comfortable for the end-user."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Support needs improvement in terms of responsiveness and timeliness."
"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."
"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."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"We'd like more integration with solutions like SolarWinds."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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