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."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 scale."
"Initial, out-the-box setup was easy with no problems."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"Improved our organization with better customer experience and reporting abilities."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The most valuable features are the simplicity and the in-duty features."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The installation is easy, it only took two minutes."
"The most important aspect of this tool is the security it provides our company."
"The solution's most valuable feature is related to its remote access...I know that NinjaOne's technical support is good."
"The tool's most valuable feature is third-party application updates."
"NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked."
"The most valuable feature we have found currently is probably patch management."
"It just works as advertised and serves the purpose for which we got it."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"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."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"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."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"NinjaOne's reporting module is cumbersome."
"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 graphical user interface could be improved."
"Lacks sufficient integrations with other PSAs."
"The ticketing system in NinjaOne is not the best."
"I would like to see more scripts for PowerShell commands."
"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 14 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, LogMeIn Central and ConnectWise Automate. See our BMC Helix ITSM vs. NinjaOne report.
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