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."Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Initial, out-the-box setup was easy with no problems."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Technical support has been fine."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"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."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"Some parts of the solutions are using the old interface."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The amount of software issues are still too big, even considering the complexity of the tool."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"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."
"The interface is one major complaint about this product."
"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.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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