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BMC Helix Enterprise Service Management vs Freshservice comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Mar 29, 2026

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.6
Users experience cost and time savings with Automation Anywhere, noting reduced errors and improved processes within 6-18 months.
Sentiment score
4.9
BMC Helix ESM improved efficiency by automating tasks, reducing staffing needs, and enhancing productivity with faster, stable processes.
Sentiment score
6.3
Freshservice boosts efficiency with automation, cut hiring needs, improves SLA, but ROI quantification and user management vary by region.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
Developing metrics to monitor disk capacity prevents potential disasters.
IT Systems & Support Engineer at a comms service provider with 501-1,000 employees
I have seen a return on investment with BMC Helix Enterprise Service Management by reducing the MTTR by up to 30%.
Senior Enterprise Cloud Architect at Blue Yonder
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.
AVP at a financial services firm with 5,001-10,000 employees
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Security Engineer (SOC) at a tech services company with 51-200 employees
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
Technical support manager at a tech vendor with 201-500 employees
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
Systems Engineer at a consultancy with 51-200 employees
 

Customer Service

Sentiment score
7.0
Automation Anywhere's customer service is praised for responsiveness and knowledge, though some users report delays and communication gaps.
Sentiment score
6.2
BMC Helix ESM customer service is responsive and knowledgeable, with high ratings, though initial response speed could improve.
Sentiment score
6.8
Freshservice support is responsive and helpful but requires better communication and understanding of user needs for technical issues.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
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.
IT Sm & Consultancy Practice Manager at fingerprint consultancy
The customer support for BMC Helix Enterprise Service Management is excellent.
Senior Enterprise Cloud Architect at Blue Yonder
we receive time-to-time responses, and we get responses within 24 hours.
AVP at a financial services firm with 5,001-10,000 employees
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
IT Service Delivery Manager at Symposiam
However, they have improved over the period of two years.
IT & Operations Manager at a financial services firm with 51-200 employees
Their documentation is also good, making setup easy without needing frequent support requests.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Scalability Issues

Sentiment score
7.4
Automation Anywhere efficiently scales from small projects to complex processes with flexible architecture and seamless cloud-based growth.
Sentiment score
6.4
BMC Helix ESM is scalable, supporting multi-cloud, on-premise integration, workflows, and growth across HR, finance, and OEM systems.
Sentiment score
7.3
Freshservice efficiently scales with user growth and ticket volume, supporting departments despite potential customization and enterprise-level limitations.
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.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
They have scaled it up higher to finance and other modules already.
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
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.
Senior Enterprise Cloud Architect at Blue Yonder
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.
AVP at a financial services firm with 5,001-10,000 employees
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
Security Engineer (SOC) at a tech services company with 51-200 employees
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
IT Service Delivery Manager at Symposiam
Freshservice can handle growth in users or tickets easily.
Cloud Operations Engineer at PowerSchool India Pvt.Ltd
 

Stability Issues

Sentiment score
7.0
Automation Anywhere is largely stable and reliable, though infrastructure dependencies and updates can cause occasional temporary instability.
Sentiment score
8.2
BMC Helix ESM is stable and reliable but has CMDB issues, with some network-related concerns but no major application problems.
Sentiment score
8.3
Freshservice offers stable performance with minor data import and integration challenges, excelling in daily operations and seamless updates.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
The stability of the solution could be improved, specifically in the area of the Configuration Management Database (CMDB).
Service Management Consultant at Tiberone
BMC Helix Enterprise Service Management is stable in my experience.
Senior Technical Specialist at a financial services firm with 10,001+ employees
BMC Helix Enterprise Service Management is stable.
IT Engineer at a tech vendor with 5,001-10,000 employees
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Security Engineer (SOC) at a tech services company with 51-200 employees
Freshservice is quite stable as they host it on AWS.
IT & Operations Manager at a financial services firm with 51-200 employees
Freshservice provides a stable environment for our needs.
IT manager at a comms service provider with 1,001-5,000 employees
 

Room For Improvement

Users seek improved integration, documentation, and performance while addressing costs, UI complexity, and feature enhancements in Automation Anywhere.
BMC Helix ESM struggles with a complex interface, poor integration, and requires improved usability, documentation, and language support.
Freshservice needs improved customization, integration, asset management accuracy, reporting, support, AI features, and performance for larger networks.
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.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
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.
Infrastructure Lead at a tech vendor with 10,001+ employees
In BMC Helix, there are issues with the Configuration Management Database (CMDB), such as duplicate entries and problems with reconciliation.
Service Management Consultant at Tiberone
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.
Senior Technical Specialist at a financial services firm with 10,001+ employees
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 Systems & Support Engineer at a comms service provider with 501-1,000 employees
There's limited experience with the CMDB or asset management features.
IT Technician at a retailer with 1,001-5,000 employees
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
IT & Operations Manager at a financial services firm with 51-200 employees
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
Security Engineer (SOC) at a tech services company with 51-200 employees
 

Setup Cost

Automation Anywhere offers flexible pricing from $50,000 to $200,000 with cost-effective options for diverse deployment needs.
BMC Helix pricing experiences vary, with some citing lower costs than competitors and others finding it expensive.
Freshservice offers competitive pricing with flexible plans, emphasizing cost-effectiveness and lower total ownership costs for enterprises.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
From what I heard from procurement and management, BMC Helix Enterprise Service Management overall is a costly setup.
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
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.
Senior Enterprise Cloud Architect at Blue Yonder
It is not significant in terms of cost.
AVP at a financial services firm with 5,001-10,000 employees
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
IT Service Delivery Manager at Symposiam
The solution offers flat licensing and appears to be cost-effective.
IT Technician at a retailer with 1,001-5,000 employees
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
Technical support manager at a tech vendor with 201-500 employees
 

Valuable Features

Automation Anywhere offers user-friendly automation with drag-and-drop features, enhancing productivity and efficiency without extensive coding.
BMC Helix ESM enhances productivity with automation, scalability, cloud access, and AI features, optimizing ITSM processes and resource management.
Freshservice is valued for its user-friendly interface, automation, integration capabilities, and features enhancing IT team efficiency.
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.
Low Code Developer at a manufacturing company with 10,001+ employees
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 Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
The best features BMC Helix Enterprise Service Management offers include their reporting module, which was excellent and the best feature about the product.
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
Now in BMC Helix Enterprise Service Management, we can define a lot of workflows. We can add approval workflows. Many features are available.
Senior Technical Specialist at a financial services firm with 10,001+ employees
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.
IT Systems & Support Engineer at a comms service provider with 501-1,000 employees
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
IT Technician at a retailer with 1,001-5,000 employees
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
IT manager at a comms service provider with 1,001-5,000 employees
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
IT Service Delivery Manager at Symposiam
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
646
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
BMC Helix Enterprise Servic...
Average Rating
8.4
Reviews Sentiment
5.9
Number of Reviews
13
Ranking in other categories
IT Service Management (ITSM) (6th)
Freshservice
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
41
Ranking in other categories
Help Desk Software (6th), Project Management Software (9th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (8th), AI IT Support (4th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
EF
Digital Workplace Platform Engineer at Amaris
Data‑driven service dashboards have improved incident response and now support proactive operations
Regarding areas for improvement and challenges, complexity and learning curve are significant considerations. The platform is highly configurable, but this also means a steep learning curve, especially for administrators and new users. Proper training is essential. The initial setup and customization efforts for implementing workflows, dashboards, and integration can be consuming without clear process definitions. There is a risk of over-customization. The user interface has improved over time, but some areas of the platform are still not fully consistent, which can initially impact user adoption. We also encounter limitations with report customization; while dashboards are highly advanced and customizable, creating reports sometimes requires additional efforts and external tools.
Raja Farrar - PeerSpot reviewer
IT Service Delivery Manager at Symposiam
Automation and AI have transformed our service delivery and have made IT support faster and more efficient
I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.
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902,894 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
23%
Comms Service Provider
11%
University
11%
Retailer
9%
Construction Company
11%
Manufacturing Company
10%
University
9%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise538
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise1
Large Enterprise13
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise16
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?
Regarding pricing, setup cost, and licensing for BMC Helix Enterprise Service Management, I find it reasonable. It wa...
What needs improvement with BMC Helix Enterprise Service Management?
In terms of improvements for BMC Helix Enterprise Service Management, I have observed that some processes within the ...
What is your primary use case for BMC Helix Enterprise Service Management?
My main use case for BMC Helix Enterprise Service Management involves handling hundreds of jobs that are scheduled da...
What is your experience regarding pricing and costs for Freshservice?
I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.
What needs improvement with Freshservice?
Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...
What is your primary use case for Freshservice?
Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Flint
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about BMC Helix Enterprise Service Management vs. Freshservice and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.