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BMC Helix Enterprise Service Management vs Infraon Desk 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:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
666
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 (2nd), 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) (5th)
Infraon Desk
Average Rating
7.6
Reviews Sentiment
6.7
Number of Reviews
2
Ranking in other categories
Help Desk Software (35th), IT Service Management (ITSM) (29th)
 

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.
reviewer1621719 - PeerSpot reviewer
IT Service Delivery at a tech services company with 1,001-5,000 employees
Customizable, easy to manage using a single dashboard, but the features in my version are quite basic
Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy. All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing. The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.

Quotes from Members

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

Pros

"Scalability is good. There is no question about its scalability."
"I also very much like the integrating of this solution with other applications. We have some old web applications that we've been using, and we've been writing some of our own DLLs to integrate with it. It has worked really well."
"By using its AI & ML capabilities, we have solved many problems for our clients."
"The Automation Copilot is helpful. It will automatically give you all the solutions your bot requires. It's like a dictionary."
"When it comes to financials, Automation Anywhere has done amazing work in ensuring not only the speed and accuracy of the bot, but also the compliance and error controls through which the bot executes the job at very high satisfaction and tolerance levels."
"Bots add a lot of productivity and value to our business, because a robot can work for 24/7. They work a lot better, as compared to a human being, specifically for tasks which are repetitive in nature."
"We have a bot running on a computer that is doing manual tasks that we used to do."
"The ease of use and its ability to change the code when something in the main process or core process changes. The ease of use is really good."
"BMC Helix Enterprise Service Management has positively impacted my organization by helping us maintain a good relationship with end users."
"We had fewer breaches, ninety-nine percent service uptime, and all these features were very good."
"BMC Helix Enterprise Service Management is truly an enterprise-class product that assists global enterprises in day-to-day incident, change, and problem management, improving workforce productivity while being scalable and resilient, supporting all multi-cloud infrastructure platforms."
"Overall, BMC Helix Enterprise Service Management helps us move from a reactive support model to a more proactive and data-driven IT operation, delivering faster resolution times, better user experience, and measurable efficiency gains."
"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."
"BMC Helix Enterprise Service Management has really shaped Mahle, my last company, and their IT operations support system in a very formal way."
"BMC Helix Enterprise Service Management is a very good tool and it will be very helpful for your organization."
"In my experience so far, the best features BMC Helix Enterprise Service Management offers are its ease of implementation and user-friendliness."
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."
"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
 

Cons

"Automation Anywhere could improve by better integrating with DevOps. Currently, it cannot be integrated 100% with DevOps methodology, which many companies are requiring."
"Automation Anywhere is a technical application. It is not so easy for a regular user. It requires technical knowledge."
"Custom models with advanced features can be included in the IQ Bot models for unstructured and semi-structured data."
"There is limited scope for complex decision-making. For instance, a bot can extract invoice details, but it cannot determine if an invoice is fraudulent without AI integration."
"Enhancing the support tiers might be beneficial, and pricing has been a primary challenge, with a need for cheaper options and more tiered support."
"The main problem that I have with Automation Anywhere is the support. When I have problems that I cannot solve by myself, it is hard to achieve a good result with support. Language is another issue."
"We need more commands for PDF integration to make it more flexible."
"Automation Anywhere is a tool. It is not able to go ahead and extract the hand-written documents."
"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 is powerful, but there are areas where I think it could be improved, such as user interface simplification, faster AI learning, and context awareness."
"Regarding areas for improvement and challenges, complexity and learning curve are significant considerations."
"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)."
"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."
"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."
"An improvement needed for BMC Helix Enterprise Service Management would be to have assisted guides or templates on how to use the application or the best-suited applications to carry out the use cases, which would help other teams implement 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."
"Better connectivity and integration with more collaborative platforms would be helpful."
"The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
 

Pricing and Cost Advice

"If it is saving FTE and Generating a good ROI then it is Worth Investing."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"The solution's pricing is pretty decent."
"If we talk about the automation RPA. it definitely has worked very well for us. I'm talking about giving good savings, about more than 180 FTE savings, after implementing more than 200 plus bots. It has worked well. As an organization, it has supported us very well, and also for our customers."
"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"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."
"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
Information not available
"The price of this solution is reasonable and it was well within my budget."
"The pricing model is very competitive."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
Financial Services Firm
18%
Comms Service Provider
10%
University
9%
Outsourcing Company
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise11
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...
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Also Known As

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

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
Find out what your peers are saying about BMC Helix Enterprise Service Management vs. Infraon Desk and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.