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BMC Helix Platform vs ServiceNow 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
6.9
Number of Reviews
661
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)
ServiceNow
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
231
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

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.
Hemanthreddy Vakiti - PeerSpot reviewer
Junior Data engineer at a tech vendor with 10,001+ employees
Structured workflows have improved SLA compliance and now support prioritized incident handling
I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

Quotes from Members

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

Pros

"The solution has helped us increase productivity."
"We have automated that complete process of code review. The bot is solving the problem of ensuring the compliance of reviewing code. People use to generally skip the code review process, because it was exhaustive. Bots can review the complete standards of the code, whatever is there, ensuring the compliance and eventually saving time."
"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."
"We are using all of the features and all are important and valuable but the automation and flexibility are the things which make the product work as a solution for us."
"AA has indirectly helped in re-engineering processes, which has made them more robust and efficient, and this has helped the business immensely."
"If we want to read a scanned PDF, we use IQ Bot. Using the cognitive detail of IQ Bot and some machine learning abilities, we can train the IQ Bot to process all scanned PDF documents and give the results in an Excel file. This is a very good feature introduced by Automation Anywhere. IQ Bot is doing well."
"Scalability is one of the best things about most of the RPA bots. Once you create one, scalability is just about multiplying them."
"Efficiency is something that has increased a lot. Productivity has increased a lot too."
"BMC Helix Platform helps in digital transformation and internal workflows and processes being adopted from different departments in line of businesses."
"BMC Helix Platform is very customizable, and we can integrate it with any other application via the API."
"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."
"The BMC Helix Platform is perfect."
"It's a great tool."
"The pricing of the product is quite good. It's not too expensive."
"Its integrated process data-model is a feature that's valuable for us."
"The most recent addition of SAM Premium is a game changer for many organizations."
"I think it's excellent in all of the ways that software can be."
"We are very happy with the product."
"Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system."
"This solution is a single-storage for our user community to submit help desk tickets."
 

Cons

"I really appreciate the user interface of Automation Anywhere, but I would like to see some improvement on some of the automation around screen processing. This includes adding some artificial intelligence on the way that bots actually can read the screen and know when things change and be able to adapt to those changes."
"The conversion time of invoices to JSON File should take less time using AA2019 IQBot, the report file creation feature should be added into IQ Bot A2019."
"Automation Anywhere could enhance its services by establishing a local office in our region to provide better support."
"Verbose logging of bot compiling and deployment from the control room. Events occurring during compiling, pre-processing the bots should be logged in the control room or bot launcher logs."
"There is a dependency issue around the control room. If the control room is not working, the bots will not work."
"Automation Anywhere should implement this feature. They should also decrease their cost."
"We looked at the Bot Store initially and didn't find much."
"As a developer, I find Automation Anywhere's bot editor riddled with minor workflow issues that hinder productivity."
"To improve BMC Helix Platform, they could enhance the mobile experience."
"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."
"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."
"Upgrades through the years have been pretty tough."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"I think they also should rethink the way they license the tool because it’s too expensive to automate all of your business, but you’ll need lots of licenses."
"This solution needs to be improved for global use."
"That package is very expensive. It's more expensive than if I were to have someone in-house who was dedicated to doing those tasks."
"When it comes to changing some of the features, I would like a little more leeway."
"ServiceNow claims to help a lot, but once you sell the product, it's as if you're on your own."
 

Pricing and Cost Advice

"There may be room for the product to be more competitively priced to excel in the market."
"It's cheaper than other similar solutions."
"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."
"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."
"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."
"Annually, we are paying almost one million reais."
"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."
"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."
"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 price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."
"ServiceNow is an expensive solution."
"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."
"This is a pretty expensive product, so the licensing could be better."
"The CapEx version is great."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
10%
Comms Service Provider
10%
Financial Services Firm
16%
Educational Organization
13%
Computer Software Company
10%
Construction Company
8%
Financial Services Firm
10%
Manufacturing Company
9%
Outsourcing Company
9%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise560
No data available
By reviewers
Company SizeCount
Small Business57
Midsize Enterprise35
Large Enterprise179
 

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...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...
What is your experience regarding pricing and costs for ServiceNow?
ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...
 

Also Known As

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

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about BMC Helix Platform vs. ServiceNow and other solutions. Updated: September 2026.
914,351 professionals have used our research since 2012.