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BMC Helix Platform vs SCSM comparison

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Comparison Buyer's Guide

Executive Summary

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
6.8
Number of Reviews
666
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 (2nd), AI Procurement & Supply Chain (1st)
BMC Helix Platform
Average Rating
7.4
Reviews Sentiment
5.1
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (17th)
SCSM
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
Help Desk Software (14th), IT Service Management (ITSM) (16th)
 

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.
Muhammad Sarfaraz Hussain - PeerSpot reviewer
IT Governance Consultant at Virtuosoft
Platform has unified complex IT workflows and supports deep customization for daily operations
While BMC Helix Platform is highly customizable and powerful, there is always room for enhancement, particularly from a user experience perspective. One area that could be improved is the end-user interface. Simplifying navigation, consolidating options into a single, intuitive view, and ensuring that all related information is easily accessible on one platform would enhance efficiency and reduce potential errors during ticketing or workflow management. From an administrative and backend perspective, streamlining workflows and making backend operations simpler would be valuable. For example, critical actions like closing large change requests could be more flexible and guided, helping administrators manage complex scenarios without switching between multiple consoles. Additionally, improving the search functionality across the platform to make it faster and more intelligent would benefit both end users and administrators. A stronger, more context-aware search mechanism would help quickly locate tickets, assets, or workflow details without navigating through multiple pages. Overall, while the platform’s core capabilities are excellent for ITSM and enterprise process automation, enhancements in the interface, workflow simplification, and search could make it even more user-friendly and efficient, further strengthening its value for organizations of all sizes.
LuisSanchez3 - PeerSpot reviewer
Director Metropolitano de Gobierno Digital at a government with 10,001+ employees
Current setup enables smooth problem-solving but lacks comprehensive guidance and local support
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

Quotes from Members

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

Pros

"The drag-and-drop feature is valuable."
"Automation Anywhere has helped save many man-hours in my organization by letting us automate monotonous and repetitive tasks."
"With the cash flow generated just on the one bot we had operating, it's paid for itself in the first month."
"We had some business users who created their first bot four weeks back, and they were thrilled; it was very easy for them because of the drag and drag, and they understood the process very well."
"Basically, to be frank, most of the features are awesome."
"There are many features of Automation Anywhere that were found to be most valuable like WLM, PDF integration, Advanced Excel Commands, Terminal Emulator and its commands, Interactive Forms building features of A2019 which helped us in developing UI for our front office automation and integrate it with multiple rest APIs."
"So far, the experience with Automation Anywhere in the last two and a half years has been wonderful."
"AA has improved our organization in a positive manner."
"BMC Helix Platform is very customizable, and we can integrate it with any other application via the API."
"The BMC Helix Platform is perfect."
"The most valuable features of BMC Helix Platform for service delivery include Helix GPT, which uses AI and GPT within the enterprise service management space."
"BMC Helix Platform helps in digital transformation and internal workflows and processes being adopted from different departments in line of businesses."
"This solution is easy to use; you don't have to create a new process."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is an amazing solution but the pricing could be improved to be a little more competitive."
"It is a simple solution that is easy to configure."
"The scalability is a collaborative with SCOM, and SCSM; SCSM is a configuration manager for page and software development, you can see your systems which have been updated and it can easily deploy the new things as well, and you can also see it as a collaborative operations manager and integration manager."
"I like the reporting service, as SCSM has a good reporting service and analysis service for analysis requests."
"Improved time management, all the details logged (nothing missed), roles and responsibilities in tool are set according to policy/procedure."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
 

Cons

"Because I am using an older version, I am rating the scalability as a seven out of 10. I feel a lack of convenience when I try to scale it."
"The solution is costly and the licensing is very confusing."
"The scalability of Automation Anywhere's cloud version is excellent, but the on-premise version is a waste of time and money."
"Moving away from client-server architecture to web-based deployment compromised developer experience of app reliability offered by 11.3.X flavors. Desktop app experience >>> Web experience, developers are not pleased."
"The expectations of what we thought was possible, versus what appears to be possible, were a little bit off."
"It is negative right now. What we are expecting, for one bot creation, is a six-month turnaround for getting ROI, but that is only the developer man-hour versus actual time saved."
"Technical support needs to be worked on as the turnaround time can be around a week, even though we are just using the solution on a pilot basis. We are working in real-time with realistic data. While the process of a logging a ticket is good, the process from logging a ticket to closure needs faster support time."
"From my experience, for a normal automation-related task, Automation Anywhere is a good tool, but currently the world is moving toward AI, Gen-AI, and code-based agents; I feel that Automation Anywhere is lagging behind in the AI realm."
"BMC Helix Platform is very customizable, but the user interface is not good; it should be very user-friendly, the options should be very visible, and everything should be on a single platform."
"We faced some stability issues with BMC Helix Platform's cloud version. Services and integration to AD weren't working properly at times."
"The cost of BMC Helix is very high, with an estimation of not less than $100,000 making it difficult for us to adopt the platform fully."
"To improve BMC Helix Platform, they could enhance the mobile experience."
"The price of this solution is high and it needs to be cheaper."
"They need to improve their support. When you cannot support the company that has your solution people will start to jump to another company that has a similar solution where somebody can support them if they have a problem."
"The user interface needs to be improved."
"Resources for understanding compliance and relative compliance need to be made available."
"Once we had an issue with a desktop download that would not open."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
 

Pricing and Cost Advice

"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."
"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."
"This solution costs approximately $3,500 USD per license."
"Automation Anywhere is expensive."
"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."
"The cost is affordable, which makes an easy barrier to entry for the RPA market."
"The pricing of AA is similar to UiPath."
"We have a few licenses. They cost roughly $10,000 each."
"Regarding the cost, it's not expensive for enterprises but can be costly for small to medium-sized businesses. I recommend implementing a pricing model tailored for small to medium businesses to attract a larger customer base. Approximately, the license cost is around sixty dollars per month."
"The platform is competitively priced."
"It is an expensive solution."
"The license for SCSM is cheap."
"It is a lower price vs. other things on the market."
"The price should be lower."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"Licensing can be complex and confusing."
"I would rate the pricing as two out of five."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
Financial Services Firm
14%
Educational Organization
13%
Comms Service Provider
10%
Computer Software Company
10%
Construction Company
13%
Outsourcing Company
12%
Government
12%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
No data available
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise6
Large Enterprise14
 

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 is your experience regarding pricing and costs for BMC Helix Platform?
BMC Helix Platform is a premium ITSM solution, and its pricing and licensing reflect its enterprise-grade capabilitie...
What is your primary use case for BMC Helix Platform?
I use the BMC Helix Platform to manage end-to-end workflows, including change requests, work orders, service requests...
What advice do you have for others considering BMC Helix Platform?
Considering my current experience with BMC Helix Platform, I would rate it around 8 out of 10. The platform is highly...
What is your experience regarding pricing and costs for SCSM?
I am not sure about the pricing as I do not have experience with it.
What needs improvement with SCSM?
More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...
What is your primary use case for SCSM?
In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
System Center Service Manager
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Fibabanka, UMC Health System
Find out what your peers are saying about BMC Helix Platform vs. SCSM and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.