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 solution has good capabilities for analytics."
"The product's initial setup phase was easy."
"The digital workplace is appealing."
"It has centralized all work orders and help desk ticket tracking."
"It's one of the top solutions on the market for ITSM capabilities."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"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"
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"NinjaOne's best feature is its monitoring."
"The tool's most valuable feature is third-party application updates."
"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."
"Good at managing updates and for remote support."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"The solution's most valuable feature is related to its remote access...I know that NinjaOne's technical support is good."
"The most valuable feature we have found currently is probably patch management."
"It just works as advertised and serves the purpose for which we got it."
"The documentation could improve in BMC Helix ITSM."
"They could be more responsive to feedback from their community board."
"The user experience could be better."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"The reports need improvement, it is not a good functioning tool."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"NinjaOne's pricing and user interface needs improvement."
"NinjaOne's reporting module is cumbersome."
"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 ticketing system in NinjaOne is not the best."
"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."
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 14 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, LogMeIn Central and ConnectWise Automate. See our BMC Helix ITSM vs. NinjaOne report.
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