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."It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Helix is stable."
"It's a very integrated solution."
"It has centralized all work orders and help desk ticket tracking."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"Our Change Management and Incident Management processes have been greatly improved."
"The most important aspect of this tool is the security it provides our company."
"Good at managing updates and for remote support."
"The tool's most valuable feature is third-party application updates."
"The most valuable feature we have found currently is probably patch management."
"NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked."
"NinjaOne's best feature is its monitoring."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"The installation is easy, it only took two minutes."
"It needs to be more comfortable for the end-user."
"The documentation could improve in BMC Helix ITSM."
"Needs less infrastructure requirements."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The interface is somewhat dated as compared to technologies in use today."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"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."
"Some parts of the solutions are using the old interface."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"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."
"Lacks sufficient integrations with other PSAs."
"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 want NinjaOne to improve the reports."
"The NinjaOne distribution server is highly dependent on an active directory."
"NinjaOne's dashboard could be easier to use."
"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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