


ManageEngine ServiceDesk Plus and BMC Helix Enterprise Service Management compete in the ITSM category. Based on the data comparisons, BMC Helix Enterprise Service Management seems to have the upper hand due to its robust automation and AI features enhancing operational efficiency.
Features: ManageEngine ServiceDesk Plus offers customizable templates, seamless integration with modules like asset management, and user-friendly configuration capabilities. BMC Helix Enterprise Service Management provides strong ITSM processes, AI-driven event correlation, and noise reduction features.
Room for Improvement: ManageEngine ServiceDesk Plus needs to enhance its UI, reporting features, and integration with other tools. BMC Helix Enterprise Service Management requires an improved user interface simplicity, better reporting capabilities, and seamless incident and service request integration with platforms.
Ease of Deployment and Customer Service: ManageEngine ServiceDesk Plus offers deployment across On-premises, Public Cloud, and Hybrid Cloud, but its technical support is inconsistent. BMC Helix Enterprise Service Management provides similar deployment options with reliable support, though some report slower response times.
Pricing and ROI: ManageEngine ServiceDesk Plus is considered cost-effective, with a strong ROI for small and medium-sized businesses. BMC Helix Enterprise Service Management is seen as expensive, with higher setup costs, but yields considerable ROI through its advanced features.
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.
For example, previously incidents had to be resolved manually, requiring communication to respective teams via email, but now automatically generated tickets streamline this process while adhering to SLA times, ultimately saving resources.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
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.
Their response time could be quicker.
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
They respond to emails based on time zone considerations.
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.
It is trickier to expand across endpoints with Help Desk.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
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.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
ManageEngine ServiceDesk Plus has shown stability with no downtime and no major issues identified thus far.
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.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
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.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
The licensing is based on the number of technicians or analysts providing support as well as the number of IT assets, with no limitation on adding IT assets in ManageEngine ServiceDesk Plus.
It is not as expensive as ServiceNow, which has a very high cost.
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 best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks.
We have saved a lot of time through automation, which recaptured about 2,000 tickets per week.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.


| Company Size | Count |
|---|---|
| Small Business | 157 |
| Midsize Enterprise | 82 |
| Large Enterprise | 543 |
| Company Size | Count |
|---|---|
| Small Business | 2 |
| Midsize Enterprise | 1 |
| Large Enterprise | 13 |
| Company Size | Count |
|---|---|
| Small Business | 33 |
| Midsize Enterprise | 24 |
| Large Enterprise | 20 |
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.
ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.
ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.
What are the key features of ManageEngine ServiceDesk Plus?Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.
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