We performed a comparison between BMC Helix ITSM, Ivanti Neurons for ITSM, and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"It provides a good user experience."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"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."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"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."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"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."
"It is easy to set up."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's installation depends on its customization. It is easy."
"The solution is easy to use and has a user-friendly interface"
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"This is an excellent alternative to ServiceNow for smaller companies."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"BMC Helix ITSM should have an easy-to-use user interface."
"The reports need improvement, it is not a good functioning tool."
"Support could be more skilled. We are wasting too much of our time debugging."
"Support could be better."
"The user experience could be better."
"They should add some of the bolt-ons into the initial setup, such as chat."
"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."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"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."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Configuration requirements are extensive, even in basic Service Desk processes."
"We'd like more integration with solutions like SolarWinds."
"The user interface must be made simpler and more effective."
"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."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
