BMC Helix ITSM vs. Ivanti Neurons for ITSM

BMC Helix ITSM fits our environment particularly well, where standardized, auditable processes are already in place: Incident and Problem Management can be structured cleanly, with clear ownership, escalations, and fully traceable documentation—crucial in a highly regulated banking context. Through the customer platform/portal, users can log incidents and requests consistently, track their status transparently, and use a single central communication channel across service boundaries. This supports a service-oriented setup spanning multiple business services and locations. It becomes less suitable—or at least more effort-intensive—when core foundation data is not yet stable: an immature CMDB, insufficient ITAM data quality, and an unstructured knowledge base limit the value of automation and self-service. In addition, heterogeneous integrations and strict authorization models can increase implementation and ongoing maintenance efforts, especially when SLAs are not harmonized across different customer environments.

We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.

• AI drive incident correlation leading to identifying problems and major incidents quickly.
• Digital Workplace gives end-users a modern and personalized UI to submit requests, monitor service health, and receive self-help.
• As an enterprise ITSM, it is critical that Request, Incident, Problem, Asset, and Change Management are integrated and flow together. BMC Helix is built on this principle.

Incentivized

• Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
• A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
• There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.

Incentivized

• Service Level management configs can be lengthy, and when changes are needed to specific SLA, it does take a long time to configure. Templates work but only for certain things, lots of manual work is still required.
• The Online product documentation can be confusing or in same cases not correct.
• BMC products are sometimes expensive. When partners try to resell licenses or increase their own allotment, it becomes very expensive.

Incentivized

• Had a little trouble sending some files remotely a few times, but it could have been on our end.
• The system was a little different from what we were used to. We had to drill down into the program a bit more than expected.
• We couldn't tell if some of our older machines were having problems with it, or if it was the program itself.

Incentivized

It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.

We are fully committed to this system. After customizing it for the past 3 years we have no plans to change

Incentivized

Overall the product enhances the capability of incident management, problem management and change management. The AI based framework helps generated better visibility and reports. The effectiveness of enhanced service desk suuport improves end user experience as the incidents are handled well in time and aged incidents are highlighted at the right time.

Incentivized

There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.

for now we are satisfied. first two months 😉

Incentivized

could be faster. db is slower from introducing postgresql

Incentivized

Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.

Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!

Incentivized

the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth

Incentivized

Satisfied because I didn't have to do it!

Incentivized

I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient. The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy

Incentivized

Ivanti is far more user friendly than ManageEngine, and has more features than Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless

Incentivized

unclear. lot of for less

Incentivized

On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.

Incentivized

Again, always room for improvement, but a very stable product none-the-less.

Incentivized

There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.

Incentivized

• Positive: an introduction to ITIL and viewing Asset, User Management from the perspective of ITIL, and how BMC has implemented those processes
• Negative: The development team needs to communicate better with the sales and support side, and they need offer an open API
• Negative: Currently the Asset Management side has little security and validation of Asset input: anyone can make API (mostly), at any item, which is a problem that I am apart of solving.
• The UX needs updating, badly. Its quality is poor: it functions, but it is cumbersome, click-heavy and requires several hours to understand how to function with it. Also, it needs to ditch IE11 support, altogether.

Incentivized

• In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
• In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.