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BMC Helix ITSM vs SysAid 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:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
631
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)
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) (24th)
 

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

"We can do automation for some complex issues."
"The core functionality, the ability to automate these tasks and to interact, both with our own in-house software solutions as well as with our customers' and vendors' solutions and portals, has been incredibly valuable for us."
"This solution allows us to more fully automate our clients' specific tools."
"Automation of such tasks helped in clearing the bandwidth of the users and requestors alike and saved a lot of to and fro just asking for the latest data."
"We have almost 27 use cases in production and, as of now, we have saved almost eight FTEs per annum."
"By implementing the Automation Anywhere robot, we have reduced the FTE count and it was able to process 800 invoices per day with 100% accuracy."
"WLM & Device Pool, where multiple devices perform the same thing parallel and complete the tasks at the same time. The credential manager for security is one of the most valuable features for storing credentials and providing security between the developer usage and future maintenance where passwords expire every 90 days."
"We mostly used the Database commands in order to make the process faster and more secure, rather than using Excel or a CSV for reading the input files."
"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."
"Helix is stable."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"Customer support is always fantastic and willing to help."
"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."
"SysAid provides us with multilayered service management and all of our support pieces integrated into one system."
"I really like the SysAid self-service portal; it's very customizable and we can customize it to fit our needs rather well."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"It's supporting the daily routine of the IT organization, it is the ticketing system, and it's very helpful due to the fact that it provides us with full evidence and full transparency for what we are working on."
"The solution can scale."
"The SysAid team provided excellent service to implement the solution for us, and from the very first day we received an account manager and a project manager who continued to inquire about our business needs and then finalized the best path for us."
"Overall the administrative side does save you costs in terms of resources and time."
"The only way we could have managed that growth was by having an application like SysAid."
 

Cons

"IQ Bot requires a significant improvement for its data detection and data retention, mainly from the previously trained documents: regarding the document's format, layout, data contained within the document, the type of data that needs to be extracted."
"I noticed that from version 10.5 to 11.3 the number of clicks to start a bot through the Control Room and Schedule Manager have increased. In certain cases, I would like to see that become simpler, faster, and easier."
"It has been challenging integrating Automation Anywhere with other solutions, due to all of the controls, as we are a bank."
"Built-in HTML features are lagging in this solution, whereas in UiPath, they are very good."
"Automation Anywhere can improve by implementing a Citrix environment and increasing the stability of tools, such as IQ bot."
"Automation Anywhere is not very scalable because the update and upgrade process requires immense effort from the IT organization to do a tool check."
"I would like a better code migration solution, because this is something that we do a lot."
"I want the tool to be more stabilized. After three or four hours, the navigation keeps changing. We will be running error handling for 8,000 process and the system will fail. We need it to be more stable."
"I would also love to see consistency across all consoles."
"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."
"BMC needs to keep improving their support. It is still far from what it was back in the days of Remedy."
"On the Administration activity to be more user friendly in terms of capturing logs also more features to be included in development activity."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"Upgrading to a higher version should be easier. Also, performance is the factor which needs a lot of improvements."
"From my perspective, it's a little bit of a legacy system in our IT landscape."
"The solution needs to improve their mobile product."
"The automation needs improvement. The workflow has some improvements to do."
"SysAid has fewer AI features compared to other tools."
"There is a learning curve for the users."
"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."
"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."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
 

Pricing and Cost Advice

"The product’s pricing is reasonable."
"We were paying approximately $30,000 for a year license."
"Automation Anywhere University is pretty good. They make it available free for everyone."
"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."
"This solution costs approximately $3,500 USD per license."
"Our annual licensing costs are around $100,000 a year."
"The pricing that we received from Automation Anywhere in the beginning was very economical for us. We've seen a lot of benefit from what we spent to what we're receiving. From the beginning, it's been a very low-cost implementation for us."
"The pricing for Automation Anywhere is reasonable."
"There are licenses to use this solution."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"The price of BMC Helix ITSM is expensive."
"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."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"BMC Helix ITSM is a very cost-effective solution."
"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."
"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."
"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."
"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."
"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."
"The pricing of SysAid is less than its competitors."
"SysAid is a good solution, especially from a pricing perspective."
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
7%
Financial Services Firm
12%
Manufacturing Company
10%
Government
6%
Computer Software Company
5%
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 SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise529
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.
896,202 professionals have used our research since 2012.