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BMC Helix Enterprise Service Management vs ServiceNow 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:
 

ROI

Sentiment score
6.6
Users experience cost and time savings with Automation Anywhere, noting reduced errors and improved processes within 6-18 months.
Sentiment score
4.9
BMC Helix ESM improved efficiency by automating tasks, reducing staffing needs, and enhancing productivity with faster, stable processes.
Sentiment score
6.3
ServiceNow boosts ROI through efficiency, automation, and workflow improvements, often delivering financial benefits within months.
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.
AVP at a financial services firm with 5,001-10,000 employees
Thanks to ServiceNow's end-to-end automation, we save five to ten days of cycle time for each invoice.
Application Development Associate & Manager at a tech vendor with 10,001+ employees
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
General Manager at sPerception IT
You should invest in ServiceNow only if you're looking at a long-term strategy and your requirements are very, very clear.
Senior Business Manager at a tech vendor with 10,001+ employees
 

Customer Service

Sentiment score
7.0
Automation Anywhere's customer service is praised for responsiveness and knowledge, though some users report delays and communication gaps.
Sentiment score
6.2
BMC Helix ESM customer service is responsive and knowledgeable, with high ratings, though initial response speed could improve.
Sentiment score
7.0
ServiceNow offers quick, effective customer service with knowledgeable support, though complex tasks may need third-party assistance.
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.
AVP at a financial services firm with 5,001-10,000 employees
Users can raise tickets for platform issues, workflow errors, integrations, or production incidents through ServiceNow's support portal.
Cloud Administrator at a tech vendor with 10,001+ employees
The support is exemplary and deserves a perfect rating.
Team Lead at a tech vendor with 10,001+ employees
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
General Manager at sPerception IT
 

Scalability Issues

Sentiment score
7.4
Automation Anywhere efficiently scales from small projects to complex processes with flexible architecture and seamless cloud-based growth.
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
7.4
ServiceNow offers user-friendly scalability, effective integration, and flexibility, ideal for large operations but slightly challenging for small businesses.
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.
AVP at a financial services firm with 5,001-10,000 employees
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
It is capable of vertical scaling with no issues.
Team Lead at a tech vendor with 10,001+ employees
ServiceNow's scalability is very good as it can be deployed in each environment.
Workload Automation at nab
 

Stability Issues

Sentiment score
7.0
Automation Anywhere is largely stable and reliable, though infrastructure dependencies and updates can cause occasional temporary instability.
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
7.7
ServiceNow is praised for its dependable performance, excellent uptime, and effective support, despite occasional minor issues.
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
It is a reliable cloud platform with good uptime and workflow performance, supporting business-critical processes effectively when configured properly.
Cloud Administrator at a tech vendor with 10,001+ employees
It is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
I haven't faced any issues with stability; I've rarely seen any downtime.
Solution Engineer - Digital Platform | Mobile at British American Tobacco
 

Room For Improvement

Users seek improved integration, documentation, and performance while addressing costs, UI complexity, and feature enhancements in Automation Anywhere.
BMC Helix ESM struggles with a complex interface, poor integration, and requires improved usability, documentation, and language support.
ServiceNow faces challenges with pricing, user interface complexity, customization, licensing, support, notifications, and mobile accessibility for smaller organizations.
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
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.
Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
Senior Consultant at a consultancy with 10,001+ employees
There is a need for bug or error tracking in ServiceNow.
Team Lead at a tech vendor with 10,001+ employees
 

Setup Cost

Automation Anywhere offers flexible pricing from $50,000 to $200,000 with cost-effective options for diverse deployment needs.
BMC Helix pricing experiences vary, with some citing lower costs than competitors and others finding it expensive.
ServiceNow's pricing is high but justified by enterprise features, with complex licensing requiring negotiation, yet offering scalability.
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.
AVP at a financial services firm with 5,001-10,000 employees
ServiceNow's pricing can be justified if more functionality is required.
Service Now Developer at Bangmetric services pvt ltd
ServiceNow does come with a price.
Associate Vice President at Wissen infotech
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.
Senior Business Manager at a tech vendor with 10,001+ employees
 

Valuable Features

Automation Anywhere offers user-friendly automation with drag-and-drop features, enhancing productivity and efficiency without extensive coding.
BMC Helix ESM enhances productivity with automation, scalability, cloud access, and AI features, optimizing ITSM processes and resource management.
ServiceNow excels in customization, integration, and accessibility, enhancing efficiency with intuitive interfaces and robust management and automation features.
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
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Service Now Developer at Bangmetric services pvt ltd
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
Security Architect at وزارة الثقافة Ministry of Culture
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.
IT infra Admin at synu
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
641
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), 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)
ServiceNow
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
231
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

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.
Hemanthreddy Vakiti - PeerSpot reviewer
Data engineer at a tech vendor with 10,001+ employees
Structured workflows have improved SLA compliance and now support prioritized incident handling
I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.
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902,417 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
23%
Comms Service Provider
11%
University
11%
Retailer
9%
Financial Services Firm
12%
Manufacturing Company
10%
Government
7%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise1
Large Enterprise13
By reviewers
Company SizeCount
Small Business57
Midsize Enterprise35
Large Enterprise179
 

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...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...
What is your experience regarding pricing and costs for ServiceNow?
ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...
 

Comparisons

 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about BMC Helix Enterprise Service Management vs. ServiceNow and other solutions. Updated: June 2026.
902,417 professionals have used our research since 2012.