


Freshservice and BMC Helix Enterprise Service Management compete in the IT service management category. Freshservice seems to have the upper hand due to its ease of deployment and cost-effectiveness.
Features: Freshservice is known for its ease of deployment, offering quick ITIL compliant setups with minimal configuration. The intuitive ticketing system, automation capabilities, and mobile app enhance usability, while the platform integrates easily with numerous tools. BMC Helix Enterprise Service Management stands out with robust ITIL-aligned service management, strong AIOps for event correlation, and noise reduction capabilities, enhancing operational efficiency and incident management.
Room for Improvement: Freshservice could improve report customization, user interface, and project management capabilities. It lacks a sophisticated delivery workflow and would benefit from better integration with Microsoft Outlook. BMC Helix Enterprise Service Management needs a more intuitive user interface, enhanced AI capabilities, and improved third-party cloud platform integration. The legacy system could be simplified for new users with faster AI learning for quicker resolutions.
Ease of Deployment and Customer Service: Both Freshservice and BMC Helix offer flexible deployment across cloud and hybrid environments. Freshservice's cloud deployment is simple and fast, backed by reliable customer support, albeit with variable response times based on issue complexity. BMC Helix, while versatile, involves more complexity due to its extensive features, and could streamline its support processes for improved customer service.
Pricing and ROI: Freshservice is generally more affordable, with transparent licensing and flexible pricing, making it attractive for budget-conscious businesses, while offering significant ROI through efficiency improvements. BMC Helix, with a higher price point, provides extensive features ideal for large-scale operations. It delivers significant efficiency gains and ROI for enterprise-level needs, though some users find its costs notably higher compared to competitors.
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.
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.
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
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.
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.
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
However, they have improved over the period of two years.
Their documentation is also good, making setup easy without needing frequent support requests.
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.
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
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.
Freshservice can handle growth in users or tickets easily.
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.
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
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.
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.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
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.
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.
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
The solution offers flat licensing and appears to be cost-effective.
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
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.
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.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
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.


| Company Size | Count |
|---|---|
| Small Business | 157 |
| Midsize Enterprise | 82 |
| Large Enterprise | 538 |
| Company Size | Count |
|---|---|
| Small Business | 2 |
| Midsize Enterprise | 1 |
| Large Enterprise | 13 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 5 |
| Large Enterprise | 16 |
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.
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.
Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.
Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.
What are the essential features of Freshservice?Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.