No more typing reviews! Try our Samantha, our new voice AI agent.

BMC Helix Enterprise Service Management vs HaloITSM comparison

Sponsored
 

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:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
642
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)
HaloITSM
Average Rating
9.0
Reviews Sentiment
7.8
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (23rd)
 

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.
Abhilash Sherkane - PeerSpot reviewer
Practitioner - Service Management at Peristent Systems
An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities
The product’s UI is very good. The tool’s performance is very good. The overall performance of the tool and the navigation is fast. It is very responsive. It has a lot of out-of-the-box integration capabilities with some of the common tools that we want to integrate. If something is not available out of the box, creating or configuring a new integration on HaloITSM is easier compared to other tools.

Quotes from Members

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

Pros

"I like Automation Anywhere's cloud-based nature. You don't need any on-prem infrastructure to host it."
"Some of the key features of Automation Anywhere include the simplicity that enables developers to build bots very quickly in a standard delivery fashion."
"The ease of use is one of great assets for Automation Anywhere."
"It extracts what the IQ Bot does, converting it and ensuring the entire process right from the input to the output and is fully automated. It is digitizing a particular process, which is really great."
"The technical support is very good. We are very happy with them."
"One of the most valuable features is the different possibilities it gives you to manipulate the interface screens that you're working with."
"One of the strengths of Automation Anywhere is its user-friendly interface, which makes it accessible even to those without a development background."
"Automation Anywhere has helped our organization to save human efforts on mundane tasks and shifted it to more analytical and interesting tasks."
"BMC Helix Enterprise Service Management offers the best features, including cloud-based access, and as long as you have internet, you can access it via Wi-Fi without needing installations on laptops or servers, making it easy to use quickly from anywhere."
"It fits for purpose."
"The support of BMC is generally good and better compared to some competitors."
"In my experience so far, the best features BMC Helix Enterprise Service Management offers are its ease of implementation and user-friendliness."
"BMC Helix Enterprise Service Management has positively impacted my organization by helping us maintain a good relationship with end users."
"BMC Helix Enterprise Service Management is a very good tool and it will be very helpful for your organization."
"Overall, I find BMC Helix Enterprise Service Management to be a powerful and comprehensive platform that has significantly improved incident resolution, team coordination, and service delivery in our organization."
"BMC Helix Enterprise Service Management has positively impacted my organization by sending event alerts."
"The product’s UI is very good."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The most valuable aspect is that is is codeless."
 

Cons

"Better use case management to prevent each development from scratch would be an improvement."
"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."
"Anything that can be done to simplify the solution. I would love to see it where anybody who can run Excel will be able to create bots. Right now, I am watching everyone around me struggle with the tool."
"However, maybe because this is a new version with a change in platform, it still has some bugs."
"One of the main concerns with Automation Anywhere is the lack of a robust feature for capturing and managing information from the user interface, something competitors like Blue Prism already offer."
"We had a major issue when it came to single sign-on. We couldn't get it working."
"Custom models with advanced features can be included in the IQ Bot models for unstructured and semi-structured data."
"Off the top of my head, I cannot think of anything that they would need to improve on, but there are probably opportunities to explore some potential use cases where maybe there is a feature that is not yet available. We can discover and pioneer something together."
"There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs)."
"In terms of improvements for BMC Helix Enterprise Service Management, I have observed that some processes within the GUI are slightly quirky, leading to freezes occasionally."
"Regarding my main use case or how BMC Helix Enterprise Service Management works with cloud environments, I believe it needs more interoperability and integration with data platforms such as Salesforce, Snowflake, and Databricks, which requires improvement."
"BMC Helix Enterprise Service Management can be improved because it has a legacy system that needs enhancement. The interface needs improvement because it is not very user-friendly."
"Still, there are some limitations, especially related to the Arabic language, especially for the Middle East."
"Regarding areas for improvement and challenges, complexity and learning curve are significant considerations."
"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 is powerful, but there are areas where I think it could be improved, such as user interface simplification, faster AI learning, and context awareness."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"The product does not have its own orchestration engine."
 

Pricing and Cost Advice

"The pricing for Automation Anywhere is reasonable."
"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."
"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."
"Automation Anywhere is expensive."
"The solution is costly and the licensing is very confusing."
"The cost of this solution is a little bit high, but it is worth the price."
"The licensing needs to be made simpler or shortened."
"The solution's pricing is pretty decent."
Information not available
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
"The product’s pricing is competitive and less complicated."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
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%
University
11%
Government
10%
Healthcare Company
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise1
Large Enterprise13
No data available
 

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...
Ask a question
Earn 20 points
 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.
Find out what your peers are saying about BMC Helix Enterprise Service Management vs. HaloITSM and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.