BMC Helix ITSM vs SysAid comparison

BMC Helix and SysAid are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.8, while SysAid is ranked #27. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 90% of SysAid users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and SysAid are competitive products in the ITSM category. While BMC offers extensive customization and functionality, SysAid's user-friendly design makes it easier for daily IT management tasks.

Features: BMC Helix ITSM is equipped with ITIL process coverage, offering strong customization through the AR System, an efficient CMDB, and Smart Reporting. It enables businesses to automate workflows seamlessly. SysAid stands out for its easy service request creation and self-service features, complemented by robust asset management. Its simplicity minimizes training needs and aids in enhancing transparency in service operations.

Room for Improvement: BMC Helix ITSM can be daunting due to its complexity, especially in customization, cloud management, and integration, with a need for a more modern interface. SysAid can enhance its Knowledge Base, automation capabilities, and mobile integration, with improvements in user training and support documentation greatly beneficial.

Ease of Deployment and Customer Service: BMC Helix ITSM's versatility in deployment across on-premises, private, hybrid, and public clouds is notable, though deployment complexity can be a barrier. Its customer service varies with the support package. SysAid offers simpler deployment for both on-premises and cloud environments, with more consistent and positively reviewed customer service.

Pricing and ROI: BMC Helix ITSM is high-cost, justified by its comprehensive capabilities, and features a complex licensing system. SysAid provides competitive and flexible pricing options, especially appealing for budget-conscious buyers, enhanced by its lower price point which offers significant value for essential IT management needs.

To learn more, read our detailed BMC Helix ITSM vs. SysAid Report (Updated: May 2026).

Buyer's Guide

BMC Helix ITSM vs. SysAid

May 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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Todd Blake

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.

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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

"I love its reliability, ease of use, and the vast customer support that are always present to help us."

"The ease of use is its most valuable feature."

"Its ease of deployment is the most valuable feature. We have found with many customers that it's quite easy to deploy."

"The training and resources for this tool are very good, they are so simple that anyone can easily learn it, and one of the tool values is its ease of use."

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings."

"Automation Anywhere has saved us a lot of time, money & efforts by automating our ServiceNow tickets."

"As we were closing our fiscal year, we had this huge backlog that we needed to clean up. The business was preparing to hire 12 people to do that, and even though they were not sure they could handle it, we built the process to extract and do the entire process just in two weeks. We were able with a single person to clean the entire backlog, which gave us huge benefits."

"RPA platform with a good accuracy rate, variable management, and OCR feature. It has a straightforward setup."

More Automation Anywhere pros

"It tracks all trouble tickets and provides a ticket history."

"Reports have helped us to improve our IT processes, and the main benefit is providing the right information to our decision-makers."

"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."

"It's easy to customize and provides a range of features you can customize with practically no exceptions unlike its competing products like ServiceNow, etc. which have many limitations."

"It might cost a few more bucks than its competitors like ServiceNow, but it certainly has a better technological edge over ServiceNow."

"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."

"Improved our organization with better customer experience and reporting abilities."

"Customer Service: It's very good. Technical Support: It's very good."

More BMC Helix ITSM pros

"At our agency, people love SysAid."

"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."

"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."

"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

"The simplicity of the solution is excellent."

"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

"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 service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."

More SysAid pros

Cons

"Using Automation Anywhere is neither easy nor hard, but against IBM Robotic Process Automation, IBM Robotic Process Automation wins."

"Automation Anywhere has a lot of room for improvement. It is not customer-friendly."

"There is still a way to go for Automation Anywhere where we can see improvement. Mostly, we want to see more artificial intelligence and machine learning. Now, I can see only this mostly in the IQ Bot where we construct the data from PDFs. I also want to see more features where we can use the artificial intelligence in automating tasks as well."

"What I am suggesting, when using A2019, if there are any additional features to exclude those antivirus scans until after my task is completed, then the antivirus can start scheduling."

"Several competing products now offer superior functionality compared to Automation Anywhere's current capabilities."

"IQ Bot should have an easier way to tag the document's source after extracting information from the document. (Which group does the document or a transaction belong to)."

"In the 10.7 version, the back-end port for the MetaBot password has looping. This has been a type of limitation."

"We need a better way of getting upgrades or defect fixes. It is creating problems for us, as we have to go for a completely new version. Maintaining and managing existing bots, then coming up with new ones takes a lot of time. We would rather have a batch fix than an installation to an installation."

More Automation Anywhere cons

"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."

"Needs less infrastructure requirements."

"It has created more layers of bureaucracy."

"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."

"The dashboard can be better."

"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half."

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

More BMC Helix ITSM cons

"SysAid has fewer AI features compared to other tools."

"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."

"There is a learning curve for the users."

"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."

"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."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"The automation needs improvement. The workflow has some improvements to do."

"There is a learning curve for the users."

More SysAid cons

Pricing and Cost Advice

"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."

"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."

"Our annual licensing costs are around $100,000 a year."

"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."

"It is reasonable, but it can always be a little bit cheaper."

"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."

"I've seen the price vary by whether the client is going to scale and adopt a tool."

"AA comes at a more affordable price than the other tools."

More Automation Anywhere pricing and cost advice

"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."

"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."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

"It is too expensive for a small business."

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

"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."

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

"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

"The pricing of SysAid is less than its competitors."

"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."

"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."

"SysAid is a good solution, especially from a pricing perspective."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

Construction Company

Computer Software Company

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Construction Company

17%

Financial Services Firm

13%

Computer Software Company

11%

Comms Service Provider

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	150
Midsize Enterprise	82
Large Enterprise	531

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

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	4

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.

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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.

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Compared 15% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

May 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Helix ITSM

May 2026

Download BMC Helix ITSM product report

Buyer's Guide

SysAid

May 2026

Download SysAid 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

No data available

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

SysAid

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

SysAid offers an adaptable IT management platform with customizable workflows, asset management, and seamless application integration, catering to departments such as HR, payroll, and finance.

SysAid provides tools for incident, request management, and a CMDB to support departments through efficient processes. It features a self-service portal and knowledge base, enhancing user experience by promoting autonomy. It allows for easy customization and features a scalable system that adjusts to enterprise needs. SysAid supports educational institutions, airlines, and a variety of sectors by streamlining communication through calls and emails.

What are SysAid's Important Features?

Intuitive Interface: Offers a user-friendly design that simplifies navigation.
Customizable Workflows: Enables users to tailor processes to their specific requirements.
Robust Self-Service Portal: Empowers users to resolve issues independently.
Comprehensive Asset Management: Tracks and manages assets efficiently.
Reporting Tools: Provides extensive data analysis and visualization capabilities.
Knowledge Base: Supports access to information for problem-solving.
Integration Capabilities: Allows seamless connection with other applications.

What Benefits and ROI Should Users Look For?

Ease of Customization: Adapt workflows and interfaces with minimal effort.
Scalability: Supports growth and changes in enterprise infrastructure.
Effective Technical Support: Ensures reliable assistance for troubleshooting issues.
Transparency: Enhances visibility into service management and asset tracking.

SysAid is utilized across different industries for IT, HR, facilities, and finance needs. Its primary role is in incident and request management and knowledge sharing, with asset inventory and CMDB functionalities aiding internal communication. It is implemented in sectors like education and aviation to streamline operational processes.

SysAid

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

Buyer's Guide

BMC Helix ITSM vs. SysAid

May 2026

Free Report: BMC Helix ITSM vs. SysAid

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