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."The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The solution has good capabilities for analytics."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The solution can scale."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"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 tool's most valuable feature is third-party application updates."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"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 installation is easy, it only took two minutes."
"We can use it for remote monitoring, and it also works great as a troubleshooting tool. We are able to open up a command line or a PowerShell session remotely without having to disrupt the user. They have a limited network device monitoring capability, but for workstation servers, we have the event logs. We can do performance monitoring, system changes, software deployment, and patch management. We can also push scripts. It has a very simple web interface. There are no additional things to do there. Security is also pretty good. It does the same things that the other competitor's tools do. One of the advantages of Ninja is that they have a more capable mobile app, which allows you to see the alerts immediately. I get alerted to major critical issues."
"It just works as advertised and serves the purpose for which we got it."
"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."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"The interface isn't that great."
"I would also love to see consistency across all consoles."
"BMC Helix ITSM should improve its price."
"It needs to be more comfortable for the end-user."
"They could be more responsive to feedback from their community board."
"The Approval Central system needs to be refreshed."
"Needs less infrastructure requirements."
"The amount of software issues are still too big, even considering the complexity of the tool."
"I would like to see more scripts for PowerShell commands."
"NinjaOne's pricing and user interface needs improvement."
"The solution could improve by optimizing the internet connection being used."
"Lacks sufficient integrations with other PSAs."
"The NinjaOne distribution server is highly dependent on an active directory."
"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."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"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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