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."Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"Our Change Management and Incident Management processes have been greatly improved."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The tool supports a lot of standard reporting KPIs."
"It is highly configurable with PinkVERIFY status."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"Incident management and service request management features are the most valuable."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"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 initial setup was quite simple; installing just took a few minutes."
"Incident management is a valuable feature."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"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."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"I would also love to see consistency across all consoles."
"The interface is one major complaint about this product."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Encountered issues with scalability and stability."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"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."
"The interface can be improved. It can be made more interactive for self-service users."
"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."
"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."
"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 "Scalable but interface can be improved". 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, JIRA Service Management, Cherwell Service Management and Freshservice.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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