BMC Helix ITSM vs N-able MSP Manager comparison

BMC Helix and N-able are both solutions in the Help Desk Software category. BMC Helix is ranked #8 with an average rating of 7.8, while N-able is ranked #23 with an average rating of 6.0. BMC Helix holds a 4.9% mindshare in HDS, compared to N-able’s 1.5% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 75% of N-able users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

5,044 Views
4,237 Comparison Views

87% willing to recommend

N-able MSP Manager

Read 5 N-able MSP Manager reviews

1,031 Views
845 Comparison Views

75% willing to recommend

BMC Helix ITSM

N-able MSP Manager

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and N-able MSP Manager are IT service management solutions. BMC Helix ITSM is advantageous in feature richness for enterprises, while N-able MSP Manager is simpler, offering customer support and pricing benefits for small to medium businesses.

Features: BMC Helix ITSM provides advanced workflow automation, AI-based insights, and robust service request management, beneficial for detailed ITSM needs. N-able MSP Manager emphasizes easy ticketing, time tracking, and effective client management, ideal for minimizing complexity in support operations.

Room for Improvement: BMC Helix ITSM could simplify its implementation process and user interface for broader accessibility. It may also enhance mobile functionality and lower initial costs. N-able MSP Manager might improve by expanding its feature set, providing deeper analytics, and offering more customization options to better meet diverse needs.

Ease of Deployment and Customer Service: BMC Helix ITSM requires complex deployment with support aimed at large enterprises. N-able MSP Manager offers a user-friendly, cloud-based model with responsive customer service suited to smaller businesses, emphasizing ease and minimal onboarding time.

Pricing and ROI: BMC Helix ITSM's pricing reflects its comprehensive features, targeting long-term ROI for large organizations. In contrast, N-able MSP Manager offers affordable setup and transparent pricing, appealing to budget-conscious businesses seeking quicker returns.

To learn more, read our detailed BMC Helix ITSM vs. N-able MSP Manager Report (Updated: March 2026).

Buyer's Guide

BMC Helix ITSM vs. N-able MSP Manager

March 2026

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Helped 885,264 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

BMC Helix ITSM

Ranking in Help Desk Software

8th

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

N-able MSP Manager

Ranking in Help Desk Software

23rd

Ranking in IT Service Management (ITSM)

22nd

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 4.9%, down from 10.1% compared to the previous year. The mindshare of N-able MSP Manager is 1.5%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	4.9%
N-able MSP Manager	1.5%
Other	93.6%

Help Desk Software

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Read full review

GeorgeKanellopoulos

CTO at InTTrust SA

Ticketing has helped prioritize support tasks while contract and project management have required better integration and pricing flexibility

I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive because it might already be available and I'm not aware of it.I cannot say that N-able MSP Manager dashboard is intuitive, but I don't see any big difference with ManageEngine. From the deployment perspective with N-able MSP Manager, I cannot have higher expectations because it is a SaaS solution, so it was deployed as is from the technical perspective. From the business perspective, the deployment is complex, but I cannot tell you that it is less complex than ManageEngine. The main reason that made me change my mind and proceed with ManageEngine is the availability of add-ons in combination with their pricing.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The versatility and customizability of the product is what I like most."

"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, helping customers adapt to the tool pretty quickly."

"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."

"It holds us accountable for IT services, leading to a reduction in IT service outages, and it's also given us a tight and streamlined management of services and reduction in resource utilization."

"The main valuable feature is the flexibility of the product -- the ability of being able to make it do almost anything we need it to do to adjust to our business needs and to do it very quickly."

"It has centralized all work orders and help desk ticket tracking."

"In general, for incident management, it's okay."

"It's a very integrated solution."

More BMC Helix ITSM pros

"I am impressed with the tool's integration with our mail system."

"Don't get scared of the price tag because it's definitely worth it."

"At a significantly lower price, I managed to get project management modules, contract management, and CMDB, which were not all available in N-able MSP Manager."

"We are an MSP, and for what we do, we have one centralized dashboard, and even though we're a small IT team, we can manage a ton of clients with a lot of automated processes, even for patch management."

"This is a premier product and it has been around for a long time."

"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."

"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."

Cons

"Functionality-wise, it falls short of our expectations."

"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."

"I have customers that always would like to adapt and personalize BMC Helix ITSM more."

"Adding additional fields does not work very well."

"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."

"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."

"Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly."

"The traditional UI of Remedy is somewhat of a weak point from the end user perspective."

More BMC Helix ITSM cons

"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."

"There are too many products out there. 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."

"Comparing the pricing of N-able MSP Manager to ManageEngine, it is a little bit too high."

"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."

"Its reporting is lousy and bad. It is not as good as it should be."

"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."

Pricing and Cost Advice

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."

"It is costly, but it is well worth it."

"The price of BMC Helix ITSM is expensive."

"BMC Helix ITSM is a very cost-effective solution."

More BMC Helix ITSM pricing and cost advice

"I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."

"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."

"Don't get scared of the price tag because it's definitely worth it."

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Manufacturing Company

10%

Computer Software Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

No data available

Questions from the Community

What do you like most about BMC Helix ITSM?

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 depart...

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What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...

See all answers

What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...

See all answers

What needs improvement with N-able MSP Manager?

See all answers

What is your primary use case for N-able MSP Manager?

I am deploying it for my company.I inherited an implementation with N-able MSP Manager that was not quite good. I faced problems managing the contracts, translating them into technical topics, and ...

See all answers

What advice do you have for others considering N-able MSP Manager?

I use N-able MSP Manager ticketing system.It has helped to prioritize tasks. At the level that I am aware of the product capabilities in N-able MSP Manager, I can't say that the centralized custome...

See all answers

Comparisons

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Compared 28% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 12% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 5% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Cherwell Service Management vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ServiceNow vs N-able MSP Manager

Compared 20% of the time

JIRA Service Management vs N-able MSP Manager

Compared 18% of the time

TeamSupport vs N-able MSP Manager

Compared 9% of the time

SysAid vs N-able MSP Manager

Compared 7% of the time

SolarWinds Web Help Desk vs N-able MSP Manager

Compared 4% of the time

More N-able MSP Manager Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

March 2026

Download BMC Helix ITSM product report

Buyer's Guide

N-able MSP Manager

March 2026

Download N-able MSP Manager product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

SolarWinds LOGICnow, SolarWinds MSP Manager

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, 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 customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC Helix

Managing your business and providing excellent support shouldn’t bog you down. MSP Manager’s ease of use will free your team to deliver on your promise of great service.

Intuitive, lightweight ticketing with seamless RMM and N-central^®platform integrations.
Painless time tracking with convenient timers and functionality for recurring tickets and appointments.
Closed-loop email with automatic ticket monitoring and routing, with a streamlined Microsoft 365 setup via OAuth.
Complete customer and knowledge management with a branded portal.
Accounting integrations with QuickBooks Online, QuickBooks Desktop, and Xero.

N-able

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology

Buyer's Guide

BMC Helix ITSM vs. N-able MSP Manager

March 2026

Free Report: BMC Helix ITSM vs. N-able MSP Manager

Find out what your peers are saying about BMC Helix ITSM vs. N-able MSP Manager and other solutions. Updated: March 2026.

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