N-able MSP Manager vs. Oracle IT Service Management Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
N-able MSP Manager
Score 8.6 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
Oracle IT Service Management Suite
Score 1.5 out of 10
N/A
Oracle ITSM suite for enterprises was a suite of tools for managing, tracking, and servicing IT based on the Siebel HelpDesk. The suite is now End of Life, Oracle no longer offers the suite for sale.N/A
Pricing
N-able MSP ManagerOracle IT Service Management Suite
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
N-able MSP ManagerOracle IT Service Management Suite
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
N-able MSP ManagerOracle IT Service Management Suite
Top Pros
Top Cons
Features
N-able MSP ManagerOracle IT Service Management Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
N-able MSP Manager
5.3
4 Ratings
42% below category average
Oracle IT Service Management Suite
6.8
1 Ratings
18% below category average
Organize and prioritize service tickets4.54 Ratings5.01 Ratings
Expert directory3.54 Ratings8.01 Ratings
Service restoration3.92 Ratings6.01 Ratings
Self-service tools3.54 Ratings8.01 Ratings
Subscription-based notifications7.33 Ratings00 Ratings
ITSM collaboration and documentation7.33 Ratings00 Ratings
ITSM reports and dashboards7.33 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
N-able MSP Manager
6.7
3 Ratings
20% below category average
Oracle IT Service Management Suite
-
Ratings
Configuration mangement6.33 Ratings00 Ratings
Asset management dashboard7.23 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
N-able MSP Manager
2.8
4 Ratings
100% below category average
Oracle IT Service Management Suite
6.0
1 Ratings
33% below category average
Change calendar1.01 Ratings4.01 Ratings
Service-level management4.54 Ratings7.01 Ratings
Change requests repository00 Ratings7.01 Ratings
Best Alternatives
N-able MSP ManagerOracle IT Service Management Suite
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
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
N-able MSP ManagerOracle IT Service Management Suite
Likelihood to Recommend
4.0
(4 ratings)
6.0
(1 ratings)
Support Rating
3.9
(2 ratings)
-
(0 ratings)
User Testimonials
N-able MSP ManagerOracle IT Service Management Suite
Likelihood to Recommend
N-able
It's a good company to grow with because as needs change there are more features available.
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Oracle
It is helpful when someone wants to reassign issues and delegate tasks to other co-workers. However, it is not a good place for documentation because it is difficult to navigate older issue tickets. This is my personal experience with RightNow, an Oracle application used to manage our incident reports and project tracking documents
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Pros
N-able
  • Web Based
  • Automated Ticket creation
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Oracle
  • It kept a log of all our issue tickets going back many years.
  • Oracle made it easy to collaborate on issue tickets and work with my team members.
  • It offered a number of features for formatting and inserting images and links, to make our issue tickets resemble an email.
  • Oracle helped our department to delegate issue tickets and monitor each other's projects.
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Cons
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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Oracle
  • The search function was very poor, which made it difficult to find our issue tickets in RightNow.
  • The Reply feature was kind of messy at times, it was difficult to find out who originally sent in tickets and reply all to people.
  • It could have looked a bit sleeker, it looked somewhat outdated in the RightNow function.
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Support Rating
N-able
They're good at resolving issues when they arise.
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Oracle
No answers on this topic
Alternatives Considered
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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Oracle
No answers on this topic
Return on Investment
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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Oracle
  • It was helpful because it was our only system for organizing incident reports, and it was where I worked 70% of the time to correspond with our customers.
  • The interface was sometimes time-consuming to use, and I wondered if there would have been a more streamlined program to use. It made our work seem slow at times.
  • This program did provide us with a back-log of all of our issues, so it was important for us to use to in order to find repeated incident reports.
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ScreenShots

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard