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BMC Helix Platform vs Ivanti Neurons for ITSM comparison

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Comparison Buyer's Guide

Executive Summary

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
641
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
BMC Helix Platform
Average Rating
7.4
Reviews Sentiment
5.1
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (17th)
Ivanti Neurons for ITSM
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
18
Ranking in other categories
Help Desk Software (12th), IT Service Management (ITSM) (11th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Muhammad Sarfaraz Hussain - PeerSpot reviewer
IT Governance Consultant at Virtuosoft
Platform has unified complex IT workflows and supports deep customization for daily operations
While BMC Helix Platform is highly customizable and powerful, there is always room for enhancement, particularly from a user experience perspective. One area that could be improved is the end-user interface. Simplifying navigation, consolidating options into a single, intuitive view, and ensuring that all related information is easily accessible on one platform would enhance efficiency and reduce potential errors during ticketing or workflow management. From an administrative and backend perspective, streamlining workflows and making backend operations simpler would be valuable. For example, critical actions like closing large change requests could be more flexible and guided, helping administrators manage complex scenarios without switching between multiple consoles. Additionally, improving the search functionality across the platform to make it faster and more intelligent would benefit both end users and administrators. A stronger, more context-aware search mechanism would help quickly locate tickets, assets, or workflow details without navigating through multiple pages. Overall, while the platform’s core capabilities are excellent for ITSM and enterprise process automation, enhancements in the interface, workflow simplification, and search could make it even more user-friendly and efficient, further strengthening its value for organizations of all sizes.
Rajat_Srivastava - PeerSpot reviewer
Manager - Technical Support at a tech vendor with 10,001+ employees
Has helped streamline ticketing and change management while offering clear documentation support
Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"With Automation Anywhere, they receive their financial statements while still on the call."
"We are having a very good experience with this product."
"This is a perfect solution for us and Automation Anywhere helps us to close many deals."
"We have never not had a yearly ROI; we've always greatly exceeded the cost of, or the investment in, the tool and it is saving us more than millions of dollars a year."
"We are using it for scripting, and it is end user based with screen captures. It is a bit easier to use than any of the other tools out there."
"Overall, I would rate Automation Anywhere a nine out of ten."
"This RPA tool is a leader in the market, and I have had a very good experience working with Automation Anywhere."
"We have increased our productivity by five times as of now, and we are still growing."
"BMC Helix Platform helps in digital transformation and internal workflows and processes being adopted from different departments in line of businesses."
"The BMC Helix Platform is perfect."
"The most valuable features of BMC Helix Platform for service delivery include Helix GPT, which uses AI and GPT within the enterprise service management space."
"BMC Helix Platform is very customizable, and we can integrate it with any other application via the API."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"HEAT Service Management is a great tool for assets, service desk, and customer service management."
"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."
"The solution is easy to use and has a user-friendly interface."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
 

Cons

"They have incorporated many latest technologies, such as AI, and there is always scope to improve the processes and have more stability."
"The biggest challenge in attended automation, every time the agent has to log in to the control room and execute bot for most of the agents this is a time-consuming activity plus they are not tech-savvy."
"When we are moving from one version to another version, it's very difficult because most of the features stop working. They should first test everything and then release the new version. For example, there's a system variable known as the Excel Cell Row.... When going from version 11.1 to 11.3, this variable was suddenly not supported, and most of our bots were dependent on that. Everything went down..."
"I haven't gone deep in the tool, but so far it looks good."
"We would like to see more capability for integration and more customization available with some features."
"I want the tool to be more stabilized. After three or four hours, the navigation keeps changing. We will be running error handling for 8,000 process and the system will fail. We need it to be more stable."
"If there were one thing I could ask for it would be a text-based language. Right now it's proprietary, so you always have to go through the tool, even for things like basic compares."
"We have had some difficulty with ease of use. In addition, we have had some difficulties getting it to interact in predictable ways with our in-house software."
"We faced some stability issues with BMC Helix Platform's cloud version. Services and integration to AD weren't working properly at times."
"To improve BMC Helix Platform, they could enhance the mobile experience."
"BMC Helix Platform is very customizable, but the user interface is not good; it should be very user-friendly, the options should be very visible, and everything should be on a single platform."
"The cost of BMC Helix is very high, with an estimation of not less than $100,000 making it difficult for us to adopt the platform fully."
"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."
"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."
"The user interface must be made simpler and more effective."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"The patching for non-Windows OSes such as Linux is poor."
"We'd like more integration with solutions like SolarWinds."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices."
 

Pricing and Cost Advice

"Because it reduced the time duration of our processes, our costs went down."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"Annually, we are paying almost one million reais."
"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."
"Annual licensing costs would be about $100,000."
"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."
"We have saved time and money using this solution."
"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."
"Regarding the cost, it's not expensive for enterprises but can be costly for small to medium-sized businesses. I recommend implementing a pricing model tailored for small to medium businesses to attract a larger customer base. Approximately, the license cost is around sixty dollars per month."
"The price is on the higher side. The support is included in the standard licensing fees."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
18%
Educational Organization
14%
Computer Software Company
11%
Construction Company
9%
Manufacturing Company
11%
Financial Services Firm
9%
Construction Company
8%
Computer Software Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise6
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for BMC Helix Platform?
BMC Helix Platform is a premium ITSM solution, and its pricing and licensing reflect its enterprise-grade capabilitie...
What is your primary use case for BMC Helix Platform?
I use the BMC Helix Platform to manage end-to-end workflows, including change requests, work orders, service requests...
What advice do you have for others considering BMC Helix Platform?
Considering my current experience with BMC Helix Platform, I would rate it around 8 out of 10. The platform is highly...
What needs improvement with Ivanti Neurons for ITSM?
Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devi...
What is your primary use case for Ivanti Neurons for ITSM?
I use this product for patch management, remote access, and endpoint control.
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
HEAT Service Management
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
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 Platform vs. Ivanti Neurons for ITSM and other solutions. Updated: June 2026.
902,495 professionals have used our research since 2012.