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BMC Helix Enterprise Service Management vs Ivanti ITSM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Sep 3, 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
6.5
Automation Anywhere boosts ROI through faster processing, reduced errors, cost savings, and increased productivity, enhancing business efficiency.
Sentiment score
4.9
BMC Helix ESM improved efficiency by automating tasks, reducing staffing needs, and enhancing productivity with faster, stable processes.
Sentiment score
4.8
Ivanti ITSM delivers significant ROI, boosting efficiency and first call close rates, but report customization poses user challenges.
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.
Vice President Intelligent Automation at 360 One
 

Customer Service

Sentiment score
6.9
Automation Anywhere's customer service is praised for its helpfulness and commitment, despite occasional slow responses or variable quality.
Sentiment score
6.2
BMC Helix ESM customer service is responsive and knowledgeable, with high ratings, though initial response speed could improve.
Sentiment score
7.3
Ivanti ITSM support is generally well-regarded, but users highlight issues with response times and potential extra costs.
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.
Vice President Intelligent Automation at 360 One
Ivanti is very responsive and releases new features and updates in a timely manner.
Manager - Technical Support at a tech vendor with 10,001+ employees
 

Scalability Issues

Sentiment score
7.2
Automation Anywhere is scalable and flexible, with centralized control, though some face infrastructure and cost challenges when scaling.
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
7.9
Ivanti ITSM and Automation effectively support scalable deployments for businesses of all sizes, receiving positive feedback for seamless integration.
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.
Vice President Intelligent Automation at 360 One
The solution is good and scalable, with no limitations faced in adding new devices or scaling the solution overall.
Senior DevOps & Release Management Engineer at EBC
 

Stability Issues

Sentiment score
7.0
Automation Anywhere is highly rated for stability, though occasional issues exist, primarily due to environmental factors or coding practices.
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
7.3
Ivanti ITSM is stable and reliable, with few bugs, quick resolutions, and minor performance issues affecting some users.
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
Ivanti Automation is very robust and reliable with no latency issues or glitches.
Senior DevOps & Release Management Engineer at EBC
I would rate the stability from one to ten as a nine.
Technical Account Manager at a computer software company with 11-50 employees
 

Room For Improvement

Automation Anywhere excels in capabilities but needs improvements in user-friendliness, integration, cost, support, AI features, and documentation.
BMC Helix ESM struggles with a complex interface, poor integration, and requires improved usability, documentation, and language support.
Ivanti ITSM needs better Linux patching, tool integration, UI modernization, Mac support, API integration, and enhanced training and documentation.
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 could be an improvement in the ability to easily integrate other systems without extensive development.
Consultant ITSM at Easydesk
The user interface could be more futuristic and modernized in terms of styling and colors.
Senior DevOps & Release Management Engineer at EBC
Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool.
Manager - Technical Support at a tech vendor with 10,001+ employees
 

Setup Cost

Automation Anywhere offers flexible licensing, but costs range from $10,000-$100,000, influenced by setup and features like IQ Bot.
BMC Helix pricing experiences vary, with some citing lower costs than competitors and others finding it expensive.
Ivanti ITSM offers annual subscription pricing based on users, considered costly by some compared to alternatives like ServiceNow.
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.
Vice President Intelligent Automation at 360 One
I think the pricing aspect is cost-efficient.
Technical Account Manager at a computer software company with 11-50 employees
 

Valuable Features

Automation Anywhere enhances usability with a drag-and-drop interface, seamless integrations, and features that improve workflow efficiency and productivity.
BMC Helix ESM enhances productivity with automation, scalability, cloud access, and AI features, optimizing ITSM processes and resource management.
Ivanti ITSM enhances IT management with automation, flexibility, stability, scalability, integration, and customization, boosting productivity and 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 interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers.
Consultant ITSM at Easydesk
Ivanti Automation significantly simplifies IT infrastructure processes, handling access requests and facilitating various employee requests.
Senior DevOps & Release Management Engineer at EBC
What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system.
Manager - Technical Support at a tech vendor with 10,001+ employees
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
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) (6th)
Ivanti ITSM
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
22
Ranking in other categories
Help Desk Software (10th), Process Automation (14th), IT Service Management (ITSM) (10th)
 

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.
Rajat_Srivastava - PeerSpot reviewer
Manager - Technical Support at a tech vendor with 10,001+ employees
Has helped streamline ticketing and change management while offering clear documentation support
Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.
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912,930 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
10%
Comms Service Provider
10%
Financial Services Firm
19%
Comms Service Provider
11%
University
10%
Construction Company
9%
Outsourcing Company
11%
Manufacturing Company
10%
Financial Services Firm
9%
Construction Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business160
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise11
By reviewers
Company SizeCount
Small Business11
Midsize Enterprise3
Large Enterprise8
 

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 needs improvement with Ivanti Neurons for ITSM?
Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devi...
What is your primary use case for Ivanti Neurons for ITSM?
I use this product for patch management, remote access, and endpoint control.
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
HEAT Service Management, Ivanti Automation
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Find out what your peers are saying about BMC Helix Enterprise Service Management vs. Ivanti ITSM and other solutions. Updated: September 2026.
912,930 professionals have used our research since 2012.