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."Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"It provides a good user experience."
"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"
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"It's one of the top solutions on the market for ITSM capabilities."
"The product's initial setup phase was easy."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"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 integrations are quite simple and clear."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"This is an excellent alternative to ServiceNow for smaller companies."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"It is easy to set up."
"The solution's installation depends on its customization. It is easy."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Support could be more skilled. We are wasting too much of our time debugging."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"BMC Helix ITSM should improve its price."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"I would also love to see consistency across all consoles."
"BMC Helix ITSM should have an easy-to-use user interface."
"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."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"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."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Support needs improvement in terms of responsiveness and timeliness."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
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 Zendesk, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Cherwell Service Management 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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