We performed a comparison between BMC Helix ITSM and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"It has centralized all work orders and help desk ticket tracking."
"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."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Technical support has been fine."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"It is highly configurable with PinkVERIFY status."
"Incident management and service request management features are the most valuable."
"Incident management is a valuable feature."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The initial setup was quite simple; installing just took a few minutes."
"The tool supports a lot of standard reporting KPIs."
"I would also love to see consistency across all consoles."
"Support could be better."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The Approval Central system needs to be refreshed."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"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."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"Adding additional fields does not work very well."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"The interface can be improved. It can be made more interactive for self-service users."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"You must be very technical to configure it."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews. BMC Helix ITSM is rated 8.0, while Ivanti Service Desk [EOL] is rated 7.6. 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 Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, Cherwell Service Management, JIRA Service Management and Freshservice.
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