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BMC Helix ITSM vs Ivanti Service Desk comparison

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Featured Review
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2022.
564,143 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.""It has the power to automatize several different tasks in the ITSM world.""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.""Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.""It's a very integrated solution.""The digital workplace is appealing.""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.""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."

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"Incident management and service request management features are the most valuable."

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Cons
"It needs to be more comfortable for the end-user.""It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better.""Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases.""They could be more responsive to feedback from their community board.""They should add some of the bolt-ons into the initial setup, such as chat.""To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.""Some parts of the solutions are using the old interface.""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."

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"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

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Pricing and Cost Advice
  • "If you are looking for some kind of professional services form the OEM then you would have to purchase that."
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "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."
  • More BMC Helix ITSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.
    Top Answer: 
    It would be great if BMC could integrate some new solution — something like DevOps — and improve the smart reporting features. Plus, I would like to see the BMC add advanced DWP features and… more »
    Top Answer: 
    Most of our customers use ITSM for incident, problem, and change management, and BMC gives them a complete solution.
    Top Answer: 
    Incident management and service request management features are the most valuable.
    Top Answer: 
    The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly… more »
    Top Answer: 
    We use it to manage our help desk.
    Ranking
    4th
    out of 55 in Help Desk Software
    Views
    9,038
    Comparisons
    5,989
    Reviews
    11
    Average Words per Review
    482
    Rating
    7.6
    22nd
    out of 55 in Help Desk Software
    Views
    483
    Comparisons
    383
    Reviews
    1
    Average Words per Review
    331
    Rating
    8.0
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More
    Overview

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. 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.”

    Deliver outstanding IT support services to employees and customers.

    Offer
    Learn more about BMC Helix ITSM
    Learn more about Ivanti Service Desk
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
    Top Industries
    REVIEWERS
    Computer Software Company22%
    Financial Services Firm15%
    Manufacturing Company15%
    Comms Service Provider11%
    VISITORS READING REVIEWS
    Computer Software Company36%
    Comms Service Provider14%
    Government9%
    Financial Services Firm5%
    VISITORS READING REVIEWS
    Computer Software Company32%
    Comms Service Provider20%
    Government6%
    Healthcare Company5%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise20%
    Large Enterprise58%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise24%
    Large Enterprise58%
    No Data Available
    Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2022.
    564,143 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 4th in Help Desk Software with 13 reviews while Ivanti Service Desk is ranked 22nd in Help Desk Software with 1 review. BMC Helix ITSM is rated 7.6, while Ivanti Service Desk is rated 8.0. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of Ivanti Service Desk writes "Good stability, good scalability, and useful for incident management and service request management". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and SCSM, whereas Ivanti Service Desk is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management and Freshdesk.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.