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BMC Helix Enterprise Service Management vs Serviceaide ChangeGear 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)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (26th), IT Service Management (ITSM) (24th)
 

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.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"We have automated the daily reports and it will trigger automatically once jobs are completed from the backend database which has saved a lot of extra work for our team, saving workforce and time."
"The most valuable feature of this solution is the MetaBot, which gives you the power to add many DLLs and customize them for the automation."
"We have never not had a yearly ROI; we've always greatly exceeded the cost of, or the investment in, the tool and it is saving us more than millions of dollars a year."
"Automation Anywhere has positively impacted my organization by providing a lot of hours and dollars saved for many business teams across the company, and it helps spark ideas for people to look at their own business processes and learn how to automate them from end to end."
"What really helps RPA to grow is the cognitive part of it. That's where the product is really good. Initially, it started out as RPA, but now there is a cognitive aspect to it. That's a key value to it."
"It can be easily learned by anyone who spends a bit of time with it."
"The solution has helped us increase productivity."
"The valuable features that I see for automation with enterprise RPA are IQ Bot and Bot Insights. If you do anything, Bot Insight will provide the dashboard. It starts from the developer with artificial intelligence and the dashboard, which will provide the visibility of business-level metrics as well as operational-level metrics. Those are the good things I see in automation."
"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."
"The support of BMC is generally good and better compared to some competitors."
"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."
"BMC Helix Enterprise Service Management has positively impacted my organization by sending event alerts."
"It fits for purpose."
"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."
"CA Technologies support is excellent."
"This is really easy solution to scale up and get get going to add new catalog items."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"The ability to add Additional Information Screens on the fly."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."
 

Cons

"The AI centricity is a bit behind compared to the way we see Microsoft and AWS doing it. This is the feedback that I have also given to them. They need to expand themselves to provide more services than just RPA. Only RPA may not be enough for us, and it would not be our preferred choice for an automation tool."
"I would like to see a bot button."
"Most of the Excel commands such as filtering and removing duplicates are not available."
"Automation Anywhere should implement this feature. They should also decrease their cost."
"The local support in Brazil could improve. While it has gotten better in the last few months, we've struggled as a global company trying to contact them sometimes."
"We want to have greater control on deciding when we want to upgrade to a newer version"
"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."
"Object cloning is a component of the solution that seems to be unstable, as it apparently stops working for no reason."
"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."
"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."
"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."
"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)."
"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."
"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."
"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."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"It loses points because it’s not GUI enough, too code-y."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"We had a lot of issues with non-Windows servers during implementation."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"Importing data with relations is difficult and could be better."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
 

Pricing and Cost Advice

"It's cheaper than other similar solutions."
"We have a three-year contract with Automation Anywhere."
"We have seen ROI in terms of cost and time with a couple of our projects."
"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"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."
"There is an annual subscription for Automation Anywhere."
"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."
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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
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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%
Construction Company
20%
Comms Service Provider
12%
Outsourcing Company
10%
Financial Services Firm
8%
 

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
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Oakwood Systems Group
Find out what your peers are saying about BMC Helix Enterprise Service Management vs. Serviceaide ChangeGear and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.