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BMC Helix ITSM vs SysAid comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

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
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 (1st), 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)
SysAid
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
10
Ranking in other categories
Help Desk Software (27th), IT Service Management (ITSM) (23rd)
 

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.
Todd Blake - PeerSpot reviewer
Senior IT Specialist at a healthcare company with 11-50 employees
A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team
SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

Quotes from Members

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

Pros

"In human resources, we created several core SAP systems so that the basic users in human resources can reduce redundancies by 10 times with very little cost."
"It is really helpful that this solution is deployed in the cloud."
"Automation Anywhere RPA has enabled a lot of our employees to have their valuable time freed up to do other things, ranging from the Treasury department, the Revenue department, General and Cost Accounting."
"The most valuable features for us are the Image Recognition and Object Cloning. We used this feature to automate our web-based tasks with repetitive actions or complex conditions. These features are very easy to use and do not require you to have deep knowledge in programming to understand since it has a drop and drag feature used to control it."
"Automation Anywhere has a very rich and easy to use interface. This makes it very intuitive. As an organization, we give training to business users to help them automate themselves. It is an easy to go, create your own scripts, and logic. The typical commands which they have in the workbench are very helpful for us."
"The IQ Bot is unique. It is not available in another RPA tool that I am aware of, like UiPath or Blue Prism. IQ Bot converts unstructured data to structured data."
"We've had many sit-down conversations with the Automation Anywhere team when we were testing out the document automation. We gave them feedback about potential enhancements, so when we launched our most recent document automation use case, the capabilities were already there. We didn't need to come up with a workaround or put the project on hold because the things we needed were unavailable. That commitment to customer success stands out because they know that without us, the product won't succeed."
"The most valuable feature of Automation Anywhere is the automation that frees up time for our employees to engage with customers."
"Helix is stable."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"Technical support has been fine."
"It's a very integrated solution."
"The ease of installation and configuration is valuable."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"The simplicity of the solution is excellent."
"The solution can scale."
"SysAid provides us with multilayered service management and all of our support pieces integrated into one system, making our service and support systems much more transparent for everyone in the business and helping us deal with resources more flexibly."
"I really like the SysAid self-service portal; it's very customizable and we can customize it to fit our needs rather well."
"At our agency, people love SysAid."
"Overall the administrative side does save you costs in terms of resources and time."
 

Cons

"We had initial hiccups, like any new process. It took us six to eight months to sort the product out."
"I never use Automation Anywhere in the attended space because they are bad at that, at least compared to other players like us or UiPath."
"There should be a way to avoid recoding everything whenever there's an upgrade to the latest version."
"We'd like to see more AI features."
"The initial setup is difficult because Automation Anywhere does not have a GitHub integration. They need to build a patch for that."
"The version that I used (10.3) was not that stable. It easily crashed in-between processes."
"To improve the product, one aspect that Automation Anywhere can work on is archiving legacy data effectively. Currently, data older than current versions remains on the server, slowing the system down."
"IQ Bot is bad and needs a lot of tweaking."
"The first level is not so skilled. If you manage to go to second level they are good."
"All products can be improved. For this solution, the customization could be improved."
"The dashboard can be better."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"The biggest issue for our customers is the back office for the specializations through the second and third lines of support."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"On the Administration activity to be more user friendly in terms of capturing logs also more features to be included in development activity."
"The interface isn't that great."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"Currently, SysAid does not have a mobile application."
"The automation needs improvement. The workflow has some improvements to do."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"SysAid has fewer AI features compared to other tools."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"From my perspective, it's a little bit of a legacy system in our IT landscape."
 

Pricing and Cost Advice

"The licensing cost is approximately $4,000 USD, which is a seed license."
"As our team size increases, we may get some more licenses for the tool."
"Our advice is that anybody interested in this product should negotiate product bundles in order to reduce the cost of installation and setup."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."
"The solution is costly and the licensing is very confusing."
"This solution costs approximately $3,500 USD per license."
"The ROI is really good. We have saved time and money."
"It is costly, but it is well worth it."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"BMC Helix ITSM is a very cost-effective solution."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"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."
"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."
"It is too expensive for a small business."
"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
"We saw our investment back at the end of year one."
"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."
"The pricing of SysAid is less than its competitors."
"SysAid is a good solution, especially from a pricing perspective."
"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
9%
Construction Company
9%
Computer Software Company
8%
Financial Services Firm
12%
Manufacturing Company
10%
Government
6%
Insurance Company
5%
Construction Company
17%
Computer Software Company
13%
Financial Services Firm
13%
Comms Service Provider
11%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise533
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise4
 

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
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Interactive Demo

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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
Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
Find out what your peers are saying about BMC Helix ITSM vs. SysAid and other solutions. Updated: May 2026.
896,803 professionals have used our research since 2012.