BMC Helix ITSM vs N-able MSP Manager comparison

BMC Helix and N-able are both solutions in the Help Desk Software category. BMC Helix is ranked #8 with an average rating of 7.8, while N-able is ranked #21 with an average rating of 6.0. BMC Helix holds a 5.0% mindshare in HDS, compared to N-able’s 1.5% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 75% of N-able users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

4,771 Views
4,008 Comparison Views

87% willing to recommend

N-able MSP Manager

Read 5 N-able MSP Manager reviews

946 Views
757 Comparison Views

75% 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: January 2026).

Buyer's Guide

BMC Helix ITSM vs. N-able MSP Manager

January 2026

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Helped 881,733 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

8th

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

N-able MSP Manager

Ranking in Help Desk Software

21st

Ranking in IT Service Management (ITSM)

23rd

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 5.0%, down from 10.9% compared to the previous year. The mindshare of N-able MSP Manager is 1.5%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
BMC Helix ITSM	5.0%
N-able MSP Manager	1.5%
Other	93.5%

Help Desk Software

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Read full review

GeorgeKanellopoulos

CTO at InTTrust SA

Ticketing has helped prioritize support tasks while contract and project management have required better integration and pricing flexibility

I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive because it might already be available and I'm not aware of it.I cannot say that N-able MSP Manager dashboard is intuitive, but I don't see any big difference with ManageEngine. From the deployment perspective with N-able MSP Manager, I cannot have higher expectations because it is a SaaS solution, so it was deployed as is from the technical perspective. From the business perspective, the deployment is complex, but I cannot tell you that it is less complex than ManageEngine. The main reason that made me change my mind and proceed with ManageEngine is the availability of add-ons in combination with their pricing.

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

"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."

"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."

"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."

"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."

"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."

"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."

"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."

"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."

More BMC Helix ITSM pros

"At a significantly lower price, I managed to get project management modules, contract management, and CMDB, which were not all available in N-able MSP Manager."

"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."

"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."

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

Cons

"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."

"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."

"Working with numerous processes can be complex, and the processes are not always transparent in the solution."

"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."

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

"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."

"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."

"Needs less infrastructure requirements."

More BMC Helix ITSM cons

"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."

"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."

"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."

"Comparing the pricing of N-able MSP Manager to ManageEngine, it is a little bit too high."

Pricing and Cost Advice

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

"The solution's pricing should come down."

"The price of BMC Helix ITSM is expensive."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

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

"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."

"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."

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."

More BMC Helix ITSM pricing and cost advice

"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."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	54

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?

Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...

See all answers

What is your primary use case for BMC Helix ITSM?

We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...

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?

I am deploying it for my company.I inherited an implementation with N-able MSP Manager that was not quite good. I faced problems managing the contracts, translating them into technical topics, and ...

See all answers

What advice do you have for others considering N-able MSP Manager?

I use N-able MSP Manager ticketing system.It has helped to prioritize tasks. At the level that I am aware of the product capabilities in N-able MSP Manager, I can't say that the centralized custome...

See all answers

Comparisons

ServiceNow vs BMC Helix ITSM

Compared 33% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 13% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Freshservice vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ServiceNow vs N-able MSP Manager

Compared 26% of the time

JIRA Service Management vs N-able MSP Manager

Compared 22% of the time

TeamSupport vs N-able MSP Manager

Compared 11% of the time

ManageEngine ServiceDesk Plus vs N-able MSP Manager

Compared 8% of the time

Freshdesk vs N-able MSP Manager

Compared 7% of the time

More N-able MSP Manager Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

February 2026

Download BMC Helix ITSM product report

Buyer's Guide

N-able MSP Manager

January 2026

Download N-able MSP Manager product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

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 Helix

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

January 2026

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: January 2026.

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