


BMC Helix Enterprise Service Management and Atera compete in the IT service management domain, with BMC Helix having an edge due to its enterprise-level ITSM capabilities, AIOps features, and comprehensive dashboard functionalities that enhance proactive operations.
Features: Atera offers strong remote access and integration abilities, simplifying troubleshooting and support via automation. Its minimal design and cross-platform compatibility make it user-friendly. BMC Helix Enterprise Service Management is distinguished by robust ITSM features, advanced dashboards, and AIOps functionalities that enhance efficiency by reducing manual tasks and predictively analyzing IT operations.
Room for Improvement: Atera can improve its mobile device management, refine chat capabilities, and expand integration with vendors to increase automation customization. BMC Helix needs to address challenges with its complex interface and legacy system, simplify its initial setup, and enhance report customization and AI capabilities.
Ease of Deployment and Customer Service: Atera is noted for its flexible deployment options and strong customer support, with rapid response and community-driven improvements. BMC Helix offers diverse deployment models catering to enterprises but needs enhanced support documentation and guidance to ease user adoption due to its complex setup.
Pricing and ROI: Atera’s per-technician pricing model offers scalability and cost-effectiveness for budget-conscious organizations. Its flat-rate model provides cost savings by including all devices. BMC Helix, while costlier with expensive setup and licensing, delivers significant ROI due to its comprehensive ITSM capabilities and efficiency gains, suitable for enterprises seeking enhanced service reliability and reduced manual workload.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Automation Anywhere has helped us save money.
Developing metrics to monitor disk capacity prevents potential disasters.
I have seen a return on investment with BMC Helix Enterprise Service Management by reducing the MTTR by up to 30%.
Focusing on RCA, the root cause of the incident, and how we can reduce incidents while also reducing the FTE count in managing production bots.
Whenever we need help, we can reach out to them, and they help us out.
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
The initial phases of investigation will be very short because you have a dedicated, assigned resource who is understanding your environment, already knows your environment, already knows your understanding and your needs, so it will be much better.
The customer support for BMC Helix Enterprise Service Management is excellent.
we receive time-to-time responses, and we get responses within 24 hours.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
The centralized control room allows us to orchestrate and manage bots seamlessly.
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
They have scaled it up higher to finance and other modules already.
The scalability of BMC Helix Enterprise Service Management is impressive; we run close to 22,000 workloads in Microsoft Azure and 10,000+ virtual machines in the VMware on-premise environment.
BMC Helix Enterprise Service Management is scalable in terms of managing four OEMs now; if we have to use it for 10 OEMs, it would be scalable for us.
With the latest applications, there are no significant issues like freezing or crashing.
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
The stability of the solution could be improved, specifically in the area of the Configuration Management Database (CMDB).
BMC Helix Enterprise Service Management is stable in my experience.
BMC Helix Enterprise Service Management is stable.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Some of the more advanced reports are locked behind higher pricing tiers, which feels restrictive.
In BMC Helix, there are issues with the Configuration Management Database (CMDB), such as duplicate entries and problems with reconciliation.
The main problem that I found is that once we receive the incident, we cannot change it to a work order. That is not possible at all in BMC Helix Enterprise Service Management.
BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful.
It is more cost-efficient compared to all other RPA platforms.
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
It is not cheap, with costs ranging between 700 to 800 dollars per month.
From what I heard from procurement and management, BMC Helix Enterprise Service Management overall is a costly setup.
My experience with pricing, setup costs, and licensing for BMC Helix Enterprise Service Management indicates that the pricing is high compared to competitors available in the market, such as ServiceNow or Jira.
It is not significant in terms of cost.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Unlimited endpoints for a flat monthly fee per tech is a model that makes sense for us, since we are not paying more every time we add a new endpoint.
We can run commands such as PowerShell, batch scripts, and implement automation.
The best features BMC Helix Enterprise Service Management offers include their reporting module, which was excellent and the best feature about the product.
Now in BMC Helix Enterprise Service Management, we can define a lot of workflows. We can add approval workflows. Many features are available.
For instance, if I monitor a server with disk thresholds, an email alert notifies the end user when storage is reaching its maximum capacity, which is extremely helpful.

| Company Size | Count |
|---|---|
| Small Business | 157 |
| Midsize Enterprise | 82 |
| Large Enterprise | 558 |
| Company Size | Count |
|---|---|
| Small Business | 14 |
| Large Enterprise | 1 |
| Company Size | Count |
|---|---|
| Small Business | 2 |
| Midsize Enterprise | 1 |
| Large Enterprise | 13 |
Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.
Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.
What are the important features of Automation Anywhere?
What benefits should be evaluated in reviews?
In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.
Atera provides advanced tools for remote monitoring, automation, and ticketing, offering an intuitive design and competitive pricing that supports managed service providers with monitoring, alerts, and system management.
Atera stands out with its automation, remote access, and smooth integration capabilities like PowerShell commands, TeamViewer, and Splashtop. Its monitoring and alert systems allow IT professionals to preemptively address issues, enhancing productivity with features such as a robust ticketing system, patch management, and scripting tools. Cross-platform compatibility and collaboration tools streamline IT operations. Despite its strengths, Atera requires enhancements in identity access management, chat features, mobile device management, third-party integrations, customizable reports, and more detailed role management for technicians. A renewed interface and improved network and cloud service monitoring are desired. Users also look for seamless management across diverse platforms, particularly under connectivity issues.
What are Atera's key features?
What benefits and ROI should users consider?
Atera is widely used by managed service providers and IT support companies to enhance efficiency in industries such as manufacturing and construction. It provides remote monitoring, automation, and comprehensive IT management, ensuring seamless integration with different products and systems for broad site coverage. Businesses leverage Atera's RMM, PSA, ticketing, and IT automation features to improve operational efficiency and responsiveness.
BMC Helix Enterprise Service Management offers intelligent automation, customizable workflows, and improved SLA management with seamless communication in IT service management, enhancing ticket classification and routing efficiency.
BMC Helix Enterprise Service Management integrates AI-driven automation and supports multi-cloud infrastructure discovery, improving operational efficiency and reducing manual errors. It enhances collaboration and decision-making with robust change and incident management. While beneficial, it needs improvements in language support, navigation usability, and integration capabilities to better serve large-scale environments.
What are the key features of BMC Helix Enterprise Service Management?BMC Helix Enterprise Service Management is implemented across industries such as IT, healthcare, and finance where automation and workflow customization are priority. It supports service requests, change management, and compliance, boosting operational efficiency and service delivery.
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