BMC Helix ITSM vs N-able MSP Manager comparison

Cancel
You must select at least 2 products to compare!
Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.""Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people.""With service requests, we have been able to give visibility to the business users.""The most valuable features of BMC Helix ITSM are the ease to use and integration.""The digital workplace is appealing.""Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.""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.""We use this tool for managing tickets, other employee related services, and reporting purposes."

More BMC Helix ITSM Pros →

"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."

More N-able MSP Manager Pros →

Cons
"The dashboard can be better.""BMC Helix ITSM should improve its price.""The amount of software issues are still too big, even considering the complexity of the tool.""Support could be better.""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.""Encountered issues with scalability and stability.""In the next release, I would like to see AI used for classification or categorization.""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."

More BMC Helix ITSM Cons →

"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."

More N-able MSP Manager Cons →

Pricing and Cost Advice
  • "Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
  • "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."
  • "If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
  • "It is costly, but it is well worth it."
  • "Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
  • "If you are looking for some kind of professional services form the OEM then you would have to purchase that."
  • "It is too expensive for a small business."
  • "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."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "Don't get scared of the price tag because it's definitely worth it."
  • "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."
  • More N-able MSP Manager Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    765,234 professionals have used our research since 2012.
    Questions from the Community
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer:We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics… more »
    Top Answer:I am impressed with the tool's integration with our mail system.
    Top Answer:The tool needs to improve its customization of the user interface.
    Top Answer:We use the solution for the instant management of our support customers.
    Ranking
    3rd
    out of 59 in Help Desk Software
    Views
    8,522
    Comparisons
    4,804
    Reviews
    21
    Average Words per Review
    414
    Rating
    7.6
    27th
    out of 59 in Help Desk Software
    Views
    536
    Comparisons
    405
    Reviews
    1
    Average Words per Review
    298
    Rating
    7.0
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    SolarWinds LOGICnow, SolarWinds MSP Manager
    Learn More
    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.”

    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.
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
    Top Industries
    REVIEWERS
    Computer Software Company22%
    Manufacturing Company16%
    Comms Service Provider13%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Financial Services Firm13%
    Government10%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Media Company8%
    Manufacturing Company8%
    Financial Services Firm8%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    VISITORS READING REVIEWS
    Small Business49%
    Midsize Enterprise11%
    Large Enterprise40%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    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, Freshdesk and ServiceNow.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.