BMC Helix Enterprise Service Management vs IT Care Center comparison

BMC Helix Enterprise Service Management vs. IT Care Center

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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

Featured Reviews

Venkat Sivaprakash

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.

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Eduardo Dasilva

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.

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Yoram Avraham

Technology and Infrastructure Manager at Colmobil

Simple and quick to implement, easy to use, saves us time and money

This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us. The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms. IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view. This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again. The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets. Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

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Quotes from Members

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

Pros

"Looking at overall feasibility from features to costing perspective, I strongly feel Automation Anywhere offers a lot of features and scalability and is a very good tool overall and people who have not tried should give a try and put some hands-on."

"The AI collaboration is the most impressive feature of Automation Anywhere."

"We have improved on IQ Bot collectively with the normal Taskbot that we use. How it got started was that we have a lot of scanned documents to input for our solution. So, I used to get a lot of scanned documents, and extracting or reading the data from those has always been a pain area. We always used to bring a manual person in to do it. Once a manual person did that activity, it was brought into Excel where I could run the bot. With the entry of IQ Bot, it now takes care of my scanned documents, which means IQ Bot does the OCR extraction and gives my data to the Automation Anywhere Taskbot. This means no manual intervention and end-to-end bot processing, along with a happy customer at the end of the day. We provide these services to multiple clients, so we have been doing this for all of our clients."

"The best feature of AA is the scheduling and the triggering..."

"SAP GUI Integration commands are highly useful while working with SAP applications and facilitate easy use of the software. This feature has been recently incorporated within the software and we have been using it to interface with SAP systems in development as well as production."

"By using SNMP configurations and Excel, I was able to read the mail. I used this functionality to categorize the fabric, then I used this information to correlate the value to Jira along with Excel."

"The standout qualities of Automation Anywhere were the ease of automation and that it is an intuitive tool. After a simple walkthrough, a couple of hours or two, you would be able to hit the ground running."

"Business analytics provides real-time data that's something other competing companies lack. It uses statistics and graphs to show the performance of the bots which processes are lagging behind and if you need to give priority to certain tasks."

More Automation Anywhere pros

"BMC Helix Enterprise Service Management has positively impacted my organization by helping us maintain a good relationship with end users."

"It fits for purpose."

"BMC Helix Enterprise Service Management is a very good tool and it will be very helpful for your organization."

"The support of BMC is generally good and better compared to some competitors."

"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."

"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 sending event alerts."

"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."

More BMC Helix Enterprise Service Management pros

"Overall, the solution has helped to simplify our IT service management, with fewer calls giving us more time to work without distraction, better efficiency in the IT department, and cost reductions of 33 percent along with a 30 to 35 percent reduction in the time it takes to manage tasks."

"It has reduced our costs by about $15,000 a year."

"ITCC has helped us to simplify our IT service management and has definitely helped in reducing our time for consolidating reports, classifying reports, and tracking the problem, tickets, issues, and resolve."

"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

"The IT Care Center system enables me to see the SLAs of the company in one place, on a daily, weekly, monthly, quarterly, and yearly basis, in a very easy way."

"My advice for anybody who is looking into this product is not to think twice."

"For customer service, IT Care Center has helped us to centralize our daily IT activities in one platform; it has made our operations easier to use, more efficient, reliable, and available."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

More IT Care Center pros

Cons

"Maybe not improved but I heard that the 2019 version is going to look more like UiPath, which is not ideal for a typical/classic developer."

"The price has room for improvement."

"The marketing for Automation Anywhere has room for improvement."

"I would like to see GitHub or GitLab integration in the next version."

"Product support for our customers needs improvement. They should increase the support personnel."

"Unfortunately, this process was not used for a long time due to latency issues and a functionality gap."

"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."

"We have a new feature share in Automation Anywhere, but it does not migrate automatically from the previous version to the new one."

More Automation Anywhere cons

"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."

"Still, there are some limitations, especially related to the Arabic language, especially for the Middle East."

"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."

"Regarding areas for improvement and challenges, complexity and learning curve are significant considerations."

"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."

"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."

More BMC Helix Enterprise Service Management cons

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

"There is no global support. With our previous system, we had 24/7 global support."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"The UI screens could be a little bit more modern."

More IT Care Center cons

Pricing and Cost Advice

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."

"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

"It's very good in terms of cost and pricing."

More Automation Anywhere pricing and cost advice

Information not available

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"This product is very cheap when compared to other platforms."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"The licensing model is very flexible."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

11%

Construction Company

11%

Outsourcing Company

11%

Financial Services Firm

20%

Comms Service Provider

10%

Construction Company

10%

University

10%

Outsourcing Company

12%

Computer Software Company

12%

Comms Service Provider

10%

Financial Services Firm

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	1
Large Enterprise	13

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	4
Large Enterprise	2

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...

UiPath Platform vs Automation Anywhere

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Comparisons

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs BMC Helix Enterprise Service Management

Compared 100% of the time

More BMC Helix Enterprise Service Management Competitors

ServiceNow vs IT Care Center

Compared 22% of the time

SCSM vs IT Care Center

Compared 19% of the time

ConnectWise PSA vs IT Care Center

Compared 11% of the time

Atera vs IT Care Center

Compared 9% of the time

Ivanti Neurons for ITSM vs IT Care Center

Compared 5% of the time

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Product Reports

Automation Anywhere

Download Automation Anywhere product report

BMC Helix Enterprise Service Management

Download BMC Helix Enterprise Service Management product report

BMC Helix Enterprise Service Management report

IT Care Center

Download IT Care Center product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

IT Care Center

Overview

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?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

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.

Automation Anywhere

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?

Automation: Leverages AI to enhance ticket routing and classification.
Customizable Workflows: Tailors processes to meet specific organizational needs.
Reporting Capabilities: Offers comprehensive insights through detailed reports.
Multi-Cloud Support: Facilitates efficient management across cloud platforms.
Incident Management: Streamlines processes to improve response times.

What benefits should organizations consider in reviews?

Improved Visibility: Enhances teams' ability to track workflow and resource allocation.
Operational Efficiency: Reduces manual errors and enhances process management.
Resource Allocation: Optimizes resource distribution for better task management.
Seamless Integration: Works with tools like ServiceNow for enhanced service delivery.

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.

BMC Helix

IT Care Center enhances IT management through efficient ticket handling, workflow creation, and extensive integrations, enabling customized solutions and promoting self-sufficiency.

Known for its robust features, IT Care Center is ideal for managing IT incidents, requests, and change management. It streamlines workflows for HR processes like onboarding and offboarding, supports project management, and offers dashboards, license management, and monitoring capabilities. With plans for cloud migration, it aims to further enhance deployment flexibility while needing improvements in mobile responsiveness, UI design, SSO integration, and admin resources. Users seek enhanced connectivity with tools such as Teams and Cisco, and the development of a native mobile application for better productivity tracking.

What are the key features of IT Care Center?

Sub-task Listing: Organized task management.
Easy Ticket Management: Streamlined ticket handling process.
Workflow Creation: Customized processes for efficient management.
Tool Integrations: Compatible with tools like Slack.
Custom Forms and Fields: Personalized user configurations.
Reports and Diagnostics: Advanced insight and troubleshooting.
Automation: Enhanced service speed and accuracy.

What benefits or ROI should users evaluate?

Improved Efficiency: Saves time with self-service capabilities.
Reduced Dependencies: Minimizes need for external support.
Data-Driven Insights: Helps in strategic decisions with robust reporting.
Increased Flexibility: Customizable configurations without vendor support.

Industries implement IT Care Center to improve internal customer support and manage IT workloads effectively. It's often deployed on-premises with cloud options being explored to meet evolving business needs, making it suitable for companies managing IT processes, asset tracking, and workforce transitions.

IT Care Center

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Information Not Available

BMC Helix Enterprise Service Management vs. IT Care Center