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."The versatility and customizability of the product is what I like most."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Technical support has been fine."
"The solution can perform well for large-sized companies."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The most valuable features I have found to be the activity logs and 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 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."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"The integrations are quite simple and clear."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"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."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"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."
"The solution is easy to use and has a user-friendly interface"
"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."
"BMC Helix ITSM should improve its price."
"Adding additional fields does not work very well."
"The interface isn't that great."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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."
"BMC Helix ITSM should have an easy-to-use user interface."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The user interface must be made simpler and more effective."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"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."
"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."
"There's a lack of integration with other products. This needs to be improved."
"Configuration requirements are extensive, even in basic Service Desk processes."
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 PagerDuty Operations Cloud, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, OpenText Service Management Automation X (SMAX) 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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