BMC Helix ITSM vs BMC Remedyforce [EOL] comparison

Why PeerSpot?

BMC Helix and BMC are both solutions in the Help Desk Software category. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 88% of BMC users who would recommend it.

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Executive Summary

We performed a comparison between BMC Helix ITSM and BMC Remedyforce [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: October 2026).

Buyer's Guide

Help Desk Software

October 2026

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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

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

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Syed Abu Owais Bin Nasar

Software Consultant at ibl-unisys

Good reporting and easy to use but needs to offer better integration capabilities

The product offers quite limited memory. That needs to be expanded. They need to make it possible to more easily customize the user interface. The product could offer better integration capabilities. Right now, we are trying to integrate some on-prem solutions to Remedyforce. We're having some problems doing that right now. Due to the fact that the solution must be accessed through the internet, if your internet is not good, you'll have trouble accessing the product. It would be ideal if there was an on-premises option. Technical support can only be reached via email. It would be nice if we could speak with them directly.

Read full review

Quotes from Members

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

Pros

"Automation Anywhere and even previous versions, which I've worked on, have good core functionality. The core functionality of being able to automate and build a solution that is local and low code is one of the key differentiators that's allowed us to find success."

"The deployment of Automation Anywhere went smoothly. They were very supportive with the migration of all of our existing automations and also being there and supportive with the development of the new automations."

"Improved Efficiency : Post RPA services, the efficiency and accuracy of the processes have increased tremendously and now the employees can focus more on important research and analysis work."

"This boosts the customer confidence and experience. When the customer experience increases, obviously sales will increase."

"It has drag-and-drop features, which makes it very fast for us to gather the required data."

"The customer engagement is really deep, and they work with the “gemba”. They work with operations very closely. I also believe they have a good product roadmap."

"My experience with the deployment of Automation Anywhere was good. I have no complaints there. It was very straightforward."

"One of our customers here in the Middle East has saved around 10,000 man-hours for a telecom company with the help of 50 to 60 robots initially, and now the same company is using around 4,000 robots now."

More Automation Anywhere pros

"The maturity of ITSM processes has been very good; I think it's excellent."

"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."

"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."

"MyIT is simple to use and its mobility is a big plus for our on the go users."

"It’s a great product, I would highly recommend it."

"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."

"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"

"The most valuable feature is the flexibility, which allows us to customize it per our customers' requirements."

More BMC Helix ITSM pros

"The stability is good. There are no bugs."

"The solution is highly customizable, however, meaning it will quite easily fit into almost any company's requirements."

"The record linking shows us all of the changes that were implemented during that release, what clients were affected, related incidents and problem records, and important documentation that occurred along the way."

"Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."

"The solution is very good at integrating systems."

"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."

"The reporting is very good and you can do incident matching."

"The solution is very flexible and provided us the opportunity to extend into items that were not provided to begin with."

More BMC Remedyforce [EOL] pros

Cons

"Setup and deployment of this product could be difficult for those without experience. These processes should be made easier."

"It would be useful to have some updates for the control room in terms of analytics."

"However, if documents are scanned and not clear, the accuracy is not up to the mark."

"Currently, while working on the SAP part, I encounter some challenges, particularly not being able to extract the tree structure."

"I would like to have a bot as a service platform on AA Cloud. This would minimize the installation process, and we wouldn't need to have all the hardware to support the platform in-house."

"With the PDF command, you can only read structured data. If your data is in an unstructured format, there is no command for it in Automation Anywhere. Then, people need to use Python coding if their data is in unstructured format. Therefore, Automation Anywhere needs to improve in the PDF area."

"Their support also needs improvement."

"From an ease of use point of view, on a scale of one to ten with ten being really easy, I would rate the tool a six."

More Automation Anywhere cons

"This is a complex product that is quite expensive and there are other solutions out there at a lower cost, or you could work a trouble ticket system by using a Microsoft product."

"There are certain functions, such as status, which changes based on the email and last action taken by individual. Anyone can easily manipulate this functionality."

"Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly."

"Support could be better."

"Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it."

"If you want to have to migrate from on-premises to Helix or from Helix to a ServiceNow, or from cloud to on-premises, it's easy but it requires additional tools."

"Did come across few hiccups around some product documentation not available or not very useful or not enough support available or maybe a utility not working as desired, however, these were not show stoppers and we managed to work our way around these."

"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."

More BMC Helix ITSM cons

"The customer service management (CSM) features are in need of improvement."

"We've dealt with technical support in the past and have not been satisfied with the level of service that was provided to us."

"Remedyforce is not built for this type of thing. The product as of yet was not built to handle complex requirements."

"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."

"The solution's technical support is in need of a lot of improvement."

"Personally, I thought the setup was somewhat complex as it seemed there were three ways to do the same thing."

"There should be some tool to move SRD and SLA from the sandbox to production."

"At the end of the day, it came to a point where we were trying to extend beyond what was available and the solution was no longer adding any more value."

More BMC Remedyforce [EOL] cons

Pricing and Cost Advice

"I am not sure about the costs, but two Bot Runners and four Bot Creators may cost approximately 1CR."

"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."

"There may be room for the product to be more competitively priced to excel in the market."

"The ROI is really good. We have saved time and money."

"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."

"I have heard that Automation Anywhere is expensive."

"I think it's $5,500 per license."

"The pricing for Automation Anywhere is reasonable."

More Automation Anywhere pricing and cost advice

"BMC Helix ITSM is a very cost-effective solution."

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"It is costly, but it is well worth it."

"The solution's pricing should come down."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."

More BMC Helix ITSM pricing and cost advice

"BMC Remedyforce is extremely reasonable when talking about licensing costs."

"My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."

"The cost may be higher, but it is backed up by the great product and superb customer service."

"Licensing should be reviewed and understood before making the purchase."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Financial Services Firm

10%

Manufacturing Company

10%

Construction Company

Outsourcing Company

20%

Manufacturing Company

10%

Construction Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	163
Midsize Enterprise	86
Large Enterprise	566

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	14
Large Enterprise	54

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	5
Large Enterprise	6

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...

See all answers

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...

See all answers

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.

See all answers

What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is ...

See all answers

What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and s...

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What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

See all answers

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Helix ITSM

November 2026

Download BMC Helix ITSM product report

Buyer's Guide

BMC Remedyforce [EOL]

November 2026

Download BMC Remedyforce [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

Remedyforce

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

BMC

Overview

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?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

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.

Automation Anywhere

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Built with speed and flexibility in mind

Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing

BMC

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: October 2026.

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