We performed a comparison between BMC Helix ITSM and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"It has centralized all work orders and help desk ticket tracking."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"Incident management is a valuable feature."
"The initial setup was quite simple; installing just took a few minutes."
"Incident management and service request management features are the most valuable."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"It is highly configurable with PinkVERIFY status."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The tool supports a lot of standard reporting KPIs."
"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."
"Support could be better."
"Log in process is unnecessarily complicated."
"The interface is somewhat dated as compared to technologies in use today."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The user experience could be better."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"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."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"The interface can be improved. It can be made more interactive for self-service users."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"You must be very technical to configure it."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews. BMC Helix ITSM is rated 8.0, while Ivanti Service Desk [EOL] is rated 7.6. 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 Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management and Freshservice.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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