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."BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The solution can perform well for large-sized companies."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"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. This helps customers to adapt to the tool pretty quickly."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"We have seen year over year customer satisfaction improvement for the last five years."
"Helix is stable."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"I am impressed with the tool's integration with our mail system."
"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."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"They could be more responsive to feedback from their community board."
"I would also love to see consistency across all consoles."
"Support could be better."
"The Approval Central system needs to be refreshed."
"Needs less infrastructure requirements."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"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."
"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."
"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."
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.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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