We performed a comparison between BMC Helix ITSM and N-able MSP Manager 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 ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"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."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"Helix is stable."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It has centralized all work orders and help desk ticket tracking."
"This is a premier product and it has been around for a long time."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"I am impressed with the tool's integration with our mail system."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"The search feature and the dashboard could both be improved."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"The interface is somewhat dated as compared to technologies in use today."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"They could be more responsive to feedback from their community board."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"The tool needs to improve its customization of the user interface."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while N-able MSP Manager is ranked 26th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 8.0, while N-able MSP Manager is rated 8.4. 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 N-able MSP Manager writes "We can do all the things with it and manage a ton of clients with a small IT team". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas N-able MSP Manager is most compared with JIRA Service Management, ServiceNow and Freshdesk. See our BMC Helix ITSM vs. N-able MSP Manager report.
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