BMC Helix ITSM vs N-able MSP Manager comparison

BMC and N-able are both solutions in the Help Desk Software category. BMC is ranked #4 with an average rating of 7.8, while N-able is ranked #23 with an average rating of 7.0. BMC holds a 10.6% mindshare in HDS, compared to N-able’s 0.7% mindshare. Additionally, 87% of BMC users are willing to recommend the solution, compared to 100% of N-able users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

5,456 Views
3,489 Comparison Views

87% willing to recommend

N-able MSP Manager

Read 4 N-able MSP Manager reviews

315 Views
219 Comparison Views

100% 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: April 2025).

Buyer's Guide

BMC Helix ITSM vs. N-able MSP Manager

April 2025

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Helped 846,617 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

4th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.0

Reviews Sentiment

6.7

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)

25th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 10.6%, down from 12.2% compared to the previous year. The mindshare of N-able MSP Manager is 0.7%, down from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Fairoz Gadad

Project Manager at a computer software company with 1,001-5,000 employees

Development team is quick to address bugs or shortcomings in their product

BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.

Read full review

Yazan Albaw

Customer Success Director at We Cybers

N-able MSP Manager centralizes service management, automates ticketing, and enhances client communication for streamlined IT operations.

For improvement, there's a feature I've already requested from N-able that I'd love to see in future releases. When adding a client, there should be a way to add multiple contacts under each client. Currently, we have to manually enter each contact’s details one by one, including their name, last name, password, and other information. It would be much more efficient if we could import contacts in bulk, perhaps using an Excel sheet or another import method. Additionally, it would be highly beneficial if MSP Manager could integrate with multiple RMM solutions. At the moment, we're limited to integrating with just one RMM, Expanding this capability would greatly enhance the versatility and value of MSP Manager.

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

"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."

"Provides a clean front-end for our users to log requests and has rich ITSM functionality."

"It's a very integrated solution."

"Helix is stable."

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

"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."

"The solution can perform well for large-sized companies."

"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."

More BMC Helix ITSM pros

"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."

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

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

Cons

"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."

"The notifications that the solution is providing are very helpful, they should keep improving them for the future."

"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."

"I would also love to see consistency across all consoles."

"Our middleman provider limits the available functionality so we cannot even do our own analytics."

"They should add some of the bolt-ons into the initial setup, such as chat."

"The interface should be more user-friendly, and the customization should be easier."

"The interface is one major complaint about this product."

More BMC Helix ITSM cons

"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."

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

"The tool needs to improve its customization of the user interface."

Pricing and Cost Advice

"The price of BMC Helix ITSM could improve their price."

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

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

"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."

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."

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

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

More BMC Helix ITSM pricing and cost advice

"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."

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

15%

Government

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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?

BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs. The interface should be more user-friendly, and the customization should...

See all answers

What is your primary use case for BMC Helix ITSM?

We are currently using BMC Helix ITSM in our organization. We are in the process of implementing new modules like CMDB and discovery.

See all answers

What do you like most about N-able MSP Manager?

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

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?

At We Cybers, we utilize multiple N-able products, including RMM, EDR, and Passportal. N-able MSP Manager seamlessly integrates our ticketing system with both RMM Insight and N-central, enabling au...

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Product Reports

Buyer's Guide

BMC Helix ITSM

April 2025

Download BMC Helix ITSM product report

Buyer's Guide

Help Desk Software

March 2025

Download N-able MSP Manager product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy

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

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

April 2025

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: April 2025.

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