We performed a comparison between BMC Helix ITSM and NinjaOne based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We use this tool for managing tickets, other employee related services, and reporting purposes."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The versatility and customizability of the product is what I like most."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The product's initial setup phase was easy."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The digital workplace is appealing."
"It just works as advertised and serves the purpose for which we got it."
"The most important aspect of this tool is the security it provides our company."
"Good at managing updates and for remote support."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently."
"The tool's most valuable feature is third-party application updates."
"The best feature of NinjaOne is the SLA system. Every IT person can check their performance, how long it takes to resolve an issue, and how many SLAs are breached."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The interface isn't that great."
"I would also love to see consistency across all consoles."
"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."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Encountered issues with scalability and stability."
"The Approval Central system needs to be refreshed."
"The reporting is lackluster. NinjaOne is great for maintaining systems, but it's hard to use it to understand the state that systems are in without going in and mining the information myself. I rate the reporting two out of 10."
"I wish that they integrated it with more antivirus solutions. Currently, they only push Defender, but it doesn't really have integration with SentinelOne. It also didn't integrate with Trend Micro, which we were using previously. I would also like to have more control from the mobile app. As of now, I am able to see some performance values, but I can't see, for example, disk activity or disk performance values. If they can improve their app a little bit, it would help greatly. They can also improve the tech interface. If I assign certain techs to a bunch of specific machines, they only get those alerts that they're assigned to."
"The graphical user interface could be improved."
"Lacks sufficient integrations with other PSAs."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"It can have more integrations with third-party providers, such as Deep Instinct. They do partner with certain antivirus or remote access tool partners, but they can increase their portfolio to have more choices."
"NinjaOne's pricing and user interface needs improvement."
"There was a lot of delay with NinjaOne's ticketing system. For example, when a user creates a ticket and raises an issue, it would take 30 to 40 minutes to appear on the IT side. So the time delay issue is the main point."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while NinjaOne is ranked 7th in IT Service Management (ITSM) with 15 reviews. BMC Helix ITSM is rated 8.0, while NinjaOne is rated 8.0. 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 NinjaOne writes "A tool that helps with a lot of configurations and creates automation processes that work perfectly". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas NinjaOne is most compared with Atera, N-able N-central, Microsoft Configuration Manager, ConnectWise Automate and Kaseya VSA. See our BMC Helix ITSM vs. NinjaOne report.
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