We performed a comparison between BMC Helix ITSM and N-able MSP Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."I like the single sign-on and that administrators can customize."
"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."
"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 feature for our customers using BMC Helix ITSM is change management."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The most valuable features are the simplicity and the in-duty features."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"I am impressed with the tool's integration with our mail system."
"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."
"This is a premier product and it has been around for a long time."
"The amount of software issues are still too big, even considering the complexity of the tool."
"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."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"The search feature and the dashboard could both be improved."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"The reports need improvement, it is not a good functioning tool."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"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."
"The tool needs to improve its customization of the user interface."
"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."
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.
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