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."Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The versatility and customizability of the product is what I like most."
"I like the single sign-on and that administrators can customize."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"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."
"Technical support has been fine."
"Helix is stable."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The solution is easy to use and has a user-friendly interface"
"The solution's installation depends on its customization. It is easy."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is easy to set up."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"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."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"It needs to be more comfortable for the end-user."
"Needs less infrastructure requirements."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"I would also love to see consistency across all consoles."
"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."
"The patching for non-Windows OSes such as Linux is poor."
"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."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"There's a lack of integration with other products. This needs to be improved."
"We'd like more integration with solutions like SolarWinds."
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 BeyondTrust Remote Support, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, ManageEngine ServiceDesk Plus and PagerDuty Operations Cloud. See our BMC Helix ITSM vs. Ivanti Neurons for ITSM report.
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