


ServiceNow and BMC Helix Enterprise Service Management compete in the enterprise service management category. ServiceNow has the upper hand, particularly due to its extensive integration capabilities and customization flexibility which enhance productivity, despite BMC Helix's competitive edge in automation and AIOps.
Features: ServiceNow offers a low-code development platform, robust customization capabilities, and seamless integration with third-party systems, excelling in ticketing and incident management. BMC Helix Enterprise Service Management provides automation with real-time capabilities, integrates IT process automation with AI-driven functionalities, and emphasizes superior event correlation for proactive incident prevention.
Room for Improvement: ServiceNow could improve upon its undocumented API support, hard-coded functionalities, and complexity for non-technical users. Its licensing model might lead to potential cost escalations. BMC Helix can enhance its user interface, ease of CMDB configuration, and expand AI functionalities to better system monitoring, along with offering more customizable dashboard templates.
Ease of Deployment and Customer Service: ServiceNow is flexible with multiple cloud options, provides extensive support through a wide community and direct resources, though user feedback indicates responsiveness improvements needed. BMC Helix focuses on hybrid and on-prem deployments, yet clearer guidance and technical documentation are needed for deployment and troubleshooting.
Pricing and ROI: ServiceNow is perceived as expensive, yet offers notable ROI through efficiency and customization flexibility. Its complex pricing model is offset by reduced manual work and streamlined operations. BMC Helix generally has lower licensing costs but potentially costly setups. It demonstrates strong ROI by minimizing incident noise and automating routine processes, providing quicker financial returns through operational efficiency.
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.
Thanks to ServiceNow's end-to-end automation, we save five to ten days of cycle time for each invoice.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
You should invest in ServiceNow only if you're looking at a long-term strategy and your requirements are very, very clear.
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.
Users can raise tickets for platform issues, workflow errors, integrations, or production incidents through ServiceNow's support portal.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
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.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
ServiceNow's scalability is very good as it can be deployed in each environment.
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.
It is a reliable cloud platform with good uptime and workflow performance, supporting business-critical processes effectively when configured properly.
It is cloud-based, so it is highly scalable and performs well.
I haven't faced any issues with stability; I've rarely seen any downtime.
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 makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
There is a need for bug or error tracking in ServiceNow.
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.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
ServiceNow PPM product to a competitive product like Jira, which is an Atlassian product, they were offering better functionalities at one-tenth of the price.
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.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.


| Company Size | Count |
|---|---|
| Small Business | 154 |
| Midsize Enterprise | 82 |
| Large Enterprise | 536 |
| Company Size | Count |
|---|---|
| Small Business | 2 |
| Midsize Enterprise | 1 |
| Large Enterprise | 13 |
| Company Size | Count |
|---|---|
| Small Business | 57 |
| Midsize Enterprise | 35 |
| Large Enterprise | 179 |
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.
ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.
ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.
What are the key features of ServiceNow?ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.
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