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BMC Helix ITSM vs Clarity SM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
6.7
Organizations report significant ROI from Automation Anywhere through cost savings, error reduction, and enhanced process efficiency.
Sentiment score
5.4
BMC Helix ITSM offers technical reliability, financial benefits, and user satisfaction, though ROI clarity and cost savings proof vary.
Sentiment score
8.5
Clarity SM yields satisfactory ROI; larger organizations benefit more, but simpler tasks might incur unnecessary costs, with limited data available.
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
 

Customer Service

Sentiment score
6.9
Automation Anywhere's customer service is valued for 24/7 support but criticized for slow response and inconsistencies in interactions.
Sentiment score
6.1
BMC Helix ITSM's customer service is skilled but inconsistent, needing improved communication, responsiveness, and accent comprehension.
Sentiment score
7.0
Clarity SM's customer and technical support receives mixed reviews, praised for knowledge but criticized for inconsistent and slow resolutions.
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
There are issues with misrouting and a preference for email rather than direct communication via phone calls.
Senior Application Developer BMC at Balfour Beatty
 

Scalability Issues

Sentiment score
7.3
Automation Anywhere excels in scalability, efficiently handling various project sizes and allowing seamless bot expansion with minimal effort.
Sentiment score
7.0
BMC Helix ITSM is scalable for enterprises, despite challenges, offering flexibility and positive feedback on handling large user bases.
Sentiment score
7.1
Clarity SM efficiently scales for thousands, adapting to various environments and processes, proving reliable for large enterprises.
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
The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.
Head of IT, Service & Operation Department at National ITMX Co., Ltd.
 

Stability Issues

Sentiment score
6.9
Automation Anywhere is stable with good error handling, though third-party dependencies and upgrades can cause occasional disruptions.
Sentiment score
7.2
BMC Helix ITSM is praised for stability, performs well with proper implementation, and has minor application-specific concerns.
Sentiment score
7.3
Clarity SM offers stable performance with improved reliability, though larger deployments face challenges; system configuration is crucial.
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
I find BMC Helix ITSM stable, and that is why we have been with the product for the past 15 years.
Associate Director at a media company with 10,001+ employees
Over the past five years, we have experienced no major issues or downtime during upgrades.
Senior Application Developer BMC at Balfour Beatty
 

Room For Improvement

Automation Anywhere needs improvements in cost, usability, integration, support, AI, stability, scalability, and user resources for satisfaction.
BMC Helix ITSM needs usability, performance, integration improvements, and better support to enhance user experience and affordability.
Clarity SM requires updates in scalability, UI modernization, integration, reporting, mobile experience, customization, stability, and comprehensive documentation.
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.
Rpa Infrastructure Lead at a tech vendor with 10,001+ employees
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs.
Head of IT, Service & Operation Department at National ITMX Co., Ltd.
We lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features.
Senior Application Developer BMC at Balfour Beatty
 

Setup Cost

Automation Anywhere's pricing is high, suitable for large companies, with costs varying by region and strategic partnerships reducing expenses.
BMC Helix ITSM is costly but offers reliability and features that large enterprises find justifiable, with careful license management.
Enterprise buyers find Clarity SM pricing competitive but express concerns about cost management and prefer its flexible licensing models.
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.
The pricing of BMC Helix ITSM and its implementation costs are quite high, including subscription and maintenance costs per year.
Head of IT, Service & Operation Department at National ITMX Co., Ltd.
 

Valuable Features

Automation Anywhere simplifies bot creation and task automation with user-friendly tools, AI integration, and centralized management to boost efficiency.
BMC Helix ITSM enhances service delivery and efficiency with flexible workflows, customizable dashboards, and strong integration support.
Clarity SM offers robust ticket management, seamless integration, customization, automation, and ITSM support, enhancing security, scalability, and user satisfaction.
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
Resolution time has decreased significantly since implementing the self-service portal.
Senior Application Developer BMC at Balfour Beatty
These features are crucial as we complete the implementation and maintain data accuracy in the CMDB.
Head of IT, Service & Operation Department at National ITMX Co., Ltd.
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
633
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 (1st), AI Procurement & Supply Chain (1st)
BMC Helix ITSM
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
Help Desk Software (9th), IT Service Management (ITSM) (8th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (18th), IT Service Management (ITSM) (20th)
 

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.
KN
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.
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
7%
Financial Services Firm
12%
Manufacturing Company
10%
Government
6%
Computer Software Company
5%
Financial Services Firm
30%
Marketing Services Firm
8%
Construction Company
6%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise531
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

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 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 ...
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...
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.
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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
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about BMC Helix ITSM vs. Clarity SM and other solutions. Updated: May 2026.
896,467 professionals have used our research since 2012.