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."Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"It has centralized all work orders and help desk ticket tracking."
"We have seen year over year customer satisfaction improvement for the last five years."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Our Change Management and Incident Management processes have been greatly improved."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"This is a premier product and it has been around for a long time."
"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."
"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."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"BMC Helix ITSM should improve its price."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Log in process is unnecessarily complicated."
"The documentation could improve in BMC Helix ITSM."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"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."
"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."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while N-able MSP Manager is ranked 27th 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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