BMC Helix ITSM (Remedy) vs. N-able MSP Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.5 out of 10
N/A
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A
N-able MSP Manager
Score 7.7 out of 10
N/A
N-able™ MSP Manager (formerly Solarwinds MSP Manager) is a cloud-based help desk and billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, and reporting dashboards. MSP Manager offers a lightweight ticketing system with a quick entry feature that allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be…N/A
Pricing
BMC Helix ITSM (Remedy)N-able MSP Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)N-able MSP Manager
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM (Remedy)N-able MSP Manager
Considered Both Products
BMC Helix ITSM (Remedy)
Chose BMC Helix ITSM (Remedy)
  • BMC Helix ITSM (Remedy) is so much more stable and better structured than MSP
  • MSP has slowness issues if not implemented correctly
  • BMC Helix ITSM (Remedy) has gotten better consistently with the cloud offering
N-able MSP Manager

No answer on this topic

Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)N-able MSP Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.9
45 Ratings
3% below category average
N-able MSP Manager
5.3
4 Ratings
42% below category average
Organize and prioritize service tickets8.144 Ratings4.54 Ratings
Expert directory7.931 Ratings3.54 Ratings
Service restoration7.639 Ratings3.92 Ratings
Self-service tools8.743 Ratings3.54 Ratings
Subscription-based notifications7.634 Ratings7.33 Ratings
ITSM collaboration and documentation8.343 Ratings7.33 Ratings
ITSM reports and dashboards7.043 Ratings7.33 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.6
41 Ratings
6% above category average
N-able MSP Manager
6.7
3 Ratings
19% below category average
Configuration mangement9.138 Ratings6.33 Ratings
Asset management dashboard8.938 Ratings7.23 Ratings
Policy and contract enforcement7.931 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.0
42 Ratings
4% below category average
N-able MSP Manager
2.8
4 Ratings
99% below category average
Change requests repository8.242 Ratings00 Ratings
Change calendar8.139 Ratings1.01 Ratings
Service-level management7.741 Ratings4.54 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)N-able MSP Manager
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.8 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)N-able MSP Manager
Likelihood to Recommend
7.6
(50 ratings)
4.0
(4 ratings)
Likelihood to Renew
9.0
(6 ratings)
-
(0 ratings)
Usability
6.5
(3 ratings)
-
(0 ratings)
Support Rating
8.1
(18 ratings)
3.9
(4 ratings)
Implementation Rating
6.6
(4 ratings)
-
(0 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
7.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix ITSM (Remedy)N-able MSP Manager
Likelihood to Recommend
BMC Software Inc.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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N-able
It's a good company to grow with because as needs change there are more features available.
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Pros
BMC Software Inc.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
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N-able
  • Web Based
  • Automated Ticket creation
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Cons
BMC Software Inc.
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
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N-able
  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
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Likelihood to Renew
BMC Software Inc.
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
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N-able
No answers on this topic
Usability
BMC Software Inc.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
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N-able
No answers on this topic
Support Rating
BMC Software Inc.
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
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N-able
They're good at resolving issues when they arise.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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N-able
No answers on this topic
Alternatives Considered
BMC Software Inc.
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
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N-able
MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
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Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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N-able
No answers on this topic
Return on Investment
BMC Software Inc.
  • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
  • I really enjoy Smart IT as the tool of choice for our incident management team.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
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N-able
  • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
  • Searching for a ticket requires scrolling, wasting time
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ScreenShots

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard