BMC Helix ITSM vs Ivanti Neurons for ITSM comparison

BMC Helix and Ivanti are both solutions in the Help Desk Software category. BMC Helix is ranked #8 with an average rating of 7.8, while Ivanti is ranked #14 with an average rating of 8.3. BMC Helix holds a 4.9% mindshare in HDS, compared to Ivanti’s 2.2% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 92% of Ivanti users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

5,044 Views
4,237 Comparison Views

87% willing to recommend

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,793 Views
1,488 Comparison Views

92% willing to recommend

BMC Helix ITSM

Ivanti Neurons for ITSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and Ivanti Neurons for ITSM compete in the IT service management solutions category, with BMC Helix ITSM having an upper hand in flexibility and customization while Ivanti Neurons leads in integration and ease of implementation.

Features: BMC Helix ITSM provides extensive ITIL process coverage and robust customization options, along with seamless integration with third-party tools. It includes modules like asset management, incident management, and service request management, which come with strong out-of-the-box functionality. Ivanti Neurons for ITSM emphasizes automation and integration while offering an adaptable interface that supports various third-party applications and enhances system integration.

Room for Improvement: BMC Helix ITSM could improve in streamlining user experience, enhancing cloud management features, and better support for agile development processes. Greater customization in workflows and reporting is also needed. Ivanti Neurons for ITSM needs a simpler user interface, better ERP tool integrations, and fewer consoles for increased efficiency. Both systems could improve on documentation and response times in technical support.

Ease of Deployment and Customer Service: BMC Helix ITSM offers on-premises, hybrid, and public cloud deployment options, resulting in flexible yet potentially prolonged deployment due to complexity. Customer service quality varies by service tier and location. Ivanti Neurons focuses on cloud solutions but supports on-premises setups, providing consistent yet primarily email-based support that can be complex.

Pricing and ROI: BMC Helix ITSM is costly but proven cost-effective long-term due to its comprehensive feature set and integration capabilities, with manageable licensing costs if supported by proper tools. Ivanti Neurons presents a more affordable option for smaller businesses with straightforward licensing, though it might not meet the advanced needs of larger companies. Both demonstrate strong ROI when aligned with business strategies.

To learn more, read our detailed BMC Helix ITSM vs. Ivanti Neurons for ITSM Report (Updated: March 2026).

Buyer's Guide

BMC Helix ITSM vs. Ivanti Neurons for ITSM

March 2026

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Helped 884,976 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

BMC Helix ITSM

Ranking in Help Desk Software

8th

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Ivanti Neurons for ITSM

Ranking in Help Desk Software

14th

Ranking in IT Service Management (ITSM)

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 4.9%, down from 10.1% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.2%, up from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	4.9%
Ivanti Neurons for ITSM	2.2%
Other	92.9%

Help Desk Software

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

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Rajat_Srivastava

Manager - Technical Support at a tech vendor with 10,001+ employees

Has helped streamline ticketing and change management while offering clear documentation support

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."

"This product allows us to efficiently track all outstanding tickets, enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing."

"Customer support is always fantastic and willing to help."

"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."

"The BMC Remedy products are reliable and cover all the ITIL processes."

"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."

"I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry."

"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."

More BMC Helix ITSM pros

"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."

"It is easy to set up."

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

"This is an excellent alternative to ServiceNow for smaller companies."

"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 and when we go to the group assignment they can assign it to me there."

"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

More Ivanti Neurons for ITSM pros

Cons

"I would also love to see consistency across all consoles."

"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 notifications that the solution is providing are very helpful, they should keep improving them for the future."

"The biggest issue for our customers is the back office for the specializations through the second and third lines of support."

"If you want to have to migrate from on-premises to Helix or from Helix to a ServiceNow, or from cloud to on-premises, it's easy but it requires additional tools."

"I believe the software can be a little bit more user friendly. It can be a bit busy when using the resources provided."

"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."

"Any software has a lifecycle. To me, BMC is a dated architecture."

More BMC Helix ITSM cons

"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's a lack of integration with other products. This needs to be improved."

"The patching for non-Windows OSes such as Linux is poor."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"We'd like more integration with solutions like SolarWinds."

"The process to add fields is time consuming and requires the system to be offline while you apply an Edit Set."

"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."

"The user interface must be made simpler and more effective."

More Ivanti Neurons for ITSM cons

Pricing and Cost Advice

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."

"The solution's pricing should come down."

"There are licenses to use this solution."

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

More BMC Helix ITSM pricing and cost advice

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"The product is affordable for small businesses."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"The price is on the higher side. The support is included in the standard licensing fees."

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Manufacturing Company

11%

Computer Software Company

Government

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	6

Questions from the Community

What do you like most about BMC Helix ITSM?

If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...

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What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...

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What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...

See all answers

What needs improvement with Ivanti Neurons for ITSM?

Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...

See all answers

What is your primary use case for Ivanti Neurons for ITSM?

What I appreciate about Ivanti Neurons for ITSM is that we use it for raising and creating change requests for addressing tasks such as server patching, workstation patching, BIOS updates, and driv...

See all answers

What advice do you have for others considering Ivanti Neurons for ITSM?

See all answers

Comparisons

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JIRA Service Management vs BMC Helix ITSM

Compared 12% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 5% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Alemba Service Manager vs BMC Helix ITSM

Compared 2% of the time

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ServiceNow vs Ivanti Neurons for ITSM

Compared 15% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 6% of the time

Cherwell Service Management vs Ivanti Neurons for ITSM

Compared 5% of the time

IBM SmartCloud Control Desk vs Ivanti Neurons for ITSM

Compared 5% of the time

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Product Reports

Buyer's Guide

BMC Helix ITSM

March 2026

Download BMC Helix ITSM product report

Buyer's Guide

Ivanti Neurons for ITSM

March 2026

Download Ivanti Neurons for ITSM product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

HEAT Service Management

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC Helix

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

Buyer's Guide

BMC Helix ITSM vs. Ivanti Neurons for ITSM

March 2026

Free Report: BMC Helix ITSM vs. Ivanti Neurons for ITSM

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