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 solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"I like the single sign-on and that administrators can customize."
"The versatility and customizability of the product is what I like most."
"The digital workplace is appealing."
"The most valuable features are the simplicity and the in-duty features."
"The solution can scale."
"We have seen year over year customer satisfaction improvement for the last five years."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"It is easy to set up."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The solution is easy to use and has a user-friendly interface"
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"This is an excellent alternative to ServiceNow for smaller companies."
"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 solution's installation depends on its customization. It is easy."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The interface is somewhat dated as compared to technologies in use today."
"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."
"Support could be more skilled. We are wasting too much of our time debugging."
"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 needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"The search feature and the dashboard could both be improved."
"The user experience could be better."
"Support needs improvement in terms of responsiveness and timeliness."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"We'd like more integration with solutions like SolarWinds."
"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 patching for non-Windows OSes such as Linux is poor."
"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."
"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."
"The user interface must be made simpler and more effective."
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.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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