BMC Helix ITSM vs ConnectWise PSA comparison

BMC Helix and ConnectWise are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.8, while ConnectWise is ranked #16 with an average rating of 8.0. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 100% of ConnectWise users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

BMC Helix ITSM and ConnectWise PSA are key competitors in the ITSM solutions market. BMC Helix ITSM often leads due to its robust service catalog, incident management, and customization features, while ConnectWise PSA provides a comprehensive all-in-one solution.

Features: BMC Helix ITSM is highly acclaimed for its robust service catalog and powerful incident and change management. The system enables high customization and integrates seamlessly with multiple tools to automate workflows. ConnectWise PSA is recognized for its comprehensive platform covering ticketing, customer management, and efficient billing processes. It also excels in generating significant reports and tracking time effectively.

Room for Improvement: BMC Helix ITSM users report issues with upgrades, complexity in customization requiring vendor support, and a need for better integration and reporting features. ConnectWise PSA often faces criticism for its outdated UI, complex configuration process, and the need for simpler integration. Users also mention that ticket management could be more intuitive, along with improved performance consistency.

Ease of Deployment and Customer Service: BMC Helix ITSM offers flexibility in deployment across on-premises, hybrid, and cloud environments. However, customer support receives a mixed response, with some users praising it and others finding it inconsistent. ConnectWise PSA primarily supports cloud and hybrid deployments. Users commend it for excellent customer service, although some seek more technical expertise consistency.

Pricing and ROI: BMC Helix ITSM is seen as costly, but the comprehensive features and customization can justify the price for large enterprises. The complex pricing structure may deter smaller businesses. ConnectWise PSA offers competitive pricing seen as reasonable for its extensive scope. However, expenses can rise with advanced functions and additional licenses. Both show substantial ROI potential, aligning with business needs and scale, with BMC Helix ITSM being more favorable for larger enterprises seeking extensive integration.

To learn more, read our detailed BMC Helix ITSM vs. ConnectWise PSA Report (Updated: June 2026).

Buyer's Guide

BMC Helix ITSM vs. ConnectWise PSA

June 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

Venkat Sivaprakash

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.

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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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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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Quotes from Members

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

Pros

"It saves time. It has saved 4,000 to 5,000 hours for one large complex process."

"In Automation Anywhere we liked the drag-and-drop and easily stitching the recording of mouse control and keyboard controls."

"We are trying to do about 100 automated processes this year, and I have confidence that the solution is able to cater our needs."

"Automation Anywhere has been a boon for our organization because the tedious task that used to be hectic and made us remain seated for hours is now done with a single click."

"SAP GUI Integration commands are highly useful while working with SAP applications and facilitate easy use of the software. This feature has been recently incorporated within the software and we have been using it to interface with SAP systems in development as well as production."

"We have received 70 percent optimization using this solution."

"Automation Anywhere is scalable and capable of adapting to any new requirements and technologies."

"Automation Anywhere has surely helped our organization to shape its Digital Journey - It was our first RPA tool which helped us to perform basic automation which created Point solutions but has added tremendous value at the early stage. We were able to scale-up fast using Automation Anywhere due to its user-friendly AI and later on IQ Bots provided the required edge to handle the unstructured data."

More Automation Anywhere pros

"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."

"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."

"The most valuable features are the simplicity and the in-duty features."

"The interface is nice and it's simple to use, providing a good user experience."

"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."

"The scalability that BMC offers is really great and it provides tons of integration options, and we haven't faced any issues with integration."

"I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry."

"To me, I would say this is one of the best solution for Enterprise customers to fulfill their business needs."

More BMC Helix ITSM pros

"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."

"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."

"It's a nice ticketing system."

"I have used other ticketing systems and they have not been as solid as ConnectWise."

"The few times I've had to call, when I first joined the company, support was always excellent, professional, courteous, friendly, and efficient, and they always resolved my issue or answered my questions."

"The most valuable feature is the management of projects from start to finish."

"We're using the solution for ticketing and billing, and those features are useful."

"The most valuable features of ConnectWise Manage are that it is on the cloud and functions well."

More ConnectWise PSA pros

Cons

"Off the top of my head, I cannot think of anything that they would need to improve on, but there are probably opportunities to explore some potential use cases where maybe there is a feature that is not yet available. We can discover and pioneer something together."

"We would like a better coding interface for developers. We would also like to have a user interface which reduces the time to learn the product so more people in the organization can use software, like Automation Anywhere, quickly automating processes."

"The stability of this solution depends on the processes, but I think that there is room for improvement in this regard."

"We tried Citrix six months ago, but the solution that they gave us did not work in our environment."

"An option should be provided to disable the flow and dual-mode since those are not used often by the developers, and hence take up extra space on the screen."

"I would like centralized orchestration and better exception handling in the next release."

"They sell every different functionality in too many separate packages, making the procurement process complicated as it requires paying additional licensing for more features."

"The price is a little high and could be reduced."

More Automation Anywhere cons

"The data was slow and the BMC support was lacking."

"The interface should be more user-friendly, and the customization should be easier."

"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

"Version 20.02 was stable, but I don't think 20.08 is quite stable because we have identified many bugs and reported them to BMC."

"Certain features can be improved. We find ourselves having to make a lot of customizations to make things work for us."

"In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. However, we lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features."

"BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs."

"The User Interface still has the appearance of being clunky and not user friendly."

More BMC Helix ITSM cons

"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"The login issues with the cache always needing to be cleared."

"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."

"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."

"The custom reporting needs to be improved."

"It needs to be easier to share tickets between users who need to work together."

More ConnectWise PSA cons

Pricing and Cost Advice

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"

"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."

"In the Indian market, I feel that for mid-size companies, such as ourselves, that having multiple bots costs a lot. If Automation Anywhere wants to expand in the Indian market, they will need to look at their pricing."

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."

"The solution is quite expensive. Not every organization can consider this option."

"Additional costs will be for the machines and the number of machines that you are using. You can deploy virtually as well as on physical machines. In both the situations, you do need to allocate a certain budget for securing the machines and where the software will be installed and running. The machines cannot be used for anything else, because only a certain bot can run at a certain time. You need to be very particular about your scheduling of running the bots, and while the bot is running nobody can use the machine. You cannot have an agent working on a machine and the bot running in the background. It has to be completely dedicated. Then there are the network bandwidth requirements and space requirements, which are additional costs apart from the licensing and software costs. The developer is also going to charge you for their coding time too."

"The product starts at $10,000 and then it's up to you regarding how much you can consume."

"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."

More Automation Anywhere pricing and cost advice

"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

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

"The price of BMC Helix ITSM is expensive."

"There are licenses to use this solution."

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

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."

More BMC Helix ITSM pricing and cost advice

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"The pricing of ConnectWise Manage is reasonable."

"We're paying $940 a month for 14 users."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Financial Services Firm

13%

Manufacturing Company

10%

Construction Company

Government

Construction Company

17%

Financial Services Firm

Performing Arts

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

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...

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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...

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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 ...

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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

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

See all answers

What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

See all answers

What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

See all answers

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Compared 12% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Helix ITSM

June 2026

Download BMC Helix ITSM product report

Buyer's Guide

ConnectWise PSA

June 2026

Download ConnectWise PSA 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

ConnectWise Manage

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

ConnectWise

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

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

Sample Customers

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

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

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

Buyer's Guide

BMC Helix ITSM vs. ConnectWise PSA

June 2026

Free Report: BMC Helix ITSM vs. ConnectWise PSA

Find out what your peers are saying about BMC Helix ITSM vs. ConnectWise PSA and other solutions. Updated: June 2026.

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