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."Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"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."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The most valuable features I have found to be the activity logs and 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 most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Initial, out-the-box setup was easy with no problems."
"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."
"This is a premier product and it has been around for a long time."
"Encountered issues with scalability and stability."
"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."
"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."
"BMC Helix ITSM should have an easy-to-use user interface."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"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."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"Some parts of the solutions are using the old interface."
"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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