We performed a comparison between BMC Helix ITSM and NinjaOne based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"It's one of the top solutions on the market for ITSM capabilities."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"Our Change Management and Incident Management processes have been greatly improved."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The most important aspect of this tool is the security it provides our company."
"It just works as advertised and serves the purpose for which we got it."
"It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently."
"Good at managing updates and for remote support."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"NinjaOne's best feature is its monitoring."
"We can use it for remote monitoring, and it also works great as a troubleshooting tool. We are able to open up a command line or a PowerShell session remotely without having to disrupt the user. They have a limited network device monitoring capability, but for workstation servers, we have the event logs. We can do performance monitoring, system changes, software deployment, and patch management. We can also push scripts. It has a very simple web interface. There are no additional things to do there. Security is also pretty good. It does the same things that the other competitor's tools do. One of the advantages of Ninja is that they have a more capable mobile app, which allows you to see the alerts immediately. I get alerted to major critical issues."
"The best feature of NinjaOne is the SLA system. Every IT person can check their performance, how long it takes to resolve an issue, and how many SLAs are breached."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Adding additional fields does not work very well."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"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."
"The user experience could be better."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"NinjaOne's dashboard could be easier to use."
"The reporting is lackluster. NinjaOne is great for maintaining systems, but it's hard to use it to understand the state that systems are in without going in and mining the information myself. I rate the reporting two out of 10."
"The ticketing system in NinjaOne is not the best."
"I wish that they integrated it with more antivirus solutions. Currently, they only push Defender, but it doesn't really have integration with SentinelOne. It also didn't integrate with Trend Micro, which we were using previously. I would also like to have more control from the mobile app. As of now, I am able to see some performance values, but I can't see, for example, disk activity or disk performance values. If they can improve their app a little bit, it would help greatly. They can also improve the tech interface. If I assign certain techs to a bunch of specific machines, they only get those alerts that they're assigned to."
"NinjaOne's reporting module is cumbersome."
"The NinjaOne distribution server is highly dependent on an active directory."
"Lacks sufficient integrations with other PSAs."
"The solution could improve by optimizing the internet connection being used."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while NinjaOne is ranked 7th in IT Service Management (ITSM) with 15 reviews. BMC Helix ITSM is rated 8.0, while NinjaOne is rated 8.0. 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 NinjaOne writes "A tool that helps with a lot of configurations and creates automation processes that work perfectly". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas NinjaOne is most compared with Atera, N-able N-central, Microsoft Configuration Manager, ConnectWise Automate and Kaseya VSA. See our BMC Helix ITSM vs. NinjaOne report.
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