BMC Track-It! vs ServiceNow comparison

BMC Helix and ServiceNow are both solutions in the IT Asset Management category. BMC Helix is ranked #17, while ServiceNow is ranked #1 with an average rating of 8.5. Additionally, 66% of BMC Helix users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 18, 2024

ServiceNow and BMC Track-It! compete in the IT service management category. ServiceNow is preferred for scalability and integration, whereas BMC Track-It! excels in simplicity and cost-effectiveness.

Features: ServiceNow delivers advanced automation, comprehensive IT asset management, integrations, visual workflow editor, and cloud-based accessibility. BMC Track-It! provides intuitive ticketing, inventory management, and a user-friendly dashboard.

Room for Improvement: ServiceNow could enhance implementation simplicity, reduce resource-intensive deployment, and provide more cost-efficient options for smaller enterprises. BMC Track-It! could improve scalability, offer more extensive integration capabilities, and advance automation tools.

Ease of Deployment and Customer Service: ServiceNow's cloud-based model offers detailed documentation and professional support. BMC Track-It! supports both on-premises and cloud setups, offering straightforward configuration and rapid deployment.

Pricing and ROI: ServiceNow requires higher initial investment, offering significant ROI for large-scale IT transformation pursuits. BMC Track-It! presents a lower entry cost with appealing ROI for small to mid-sized businesses.

To learn more, read our detailed BMC Track-It! vs. ServiceNow Report (Updated: July 2026).

Buyer's Guide

BMC Track-It! vs. ServiceNow

July 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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reviewer2287086

ICT Manager at a legal firm with 11-50 employees

Provides good stability, but it could be intuitive and easier to use

The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version. Its asset management feature has been significantly affected since the upgrade. Earlier, it was able to perform skill-based routing automatically. We could set up parameters within the system and view the details of the incident or a ticket. The same functionality needs to be fine-tuned in the new system.

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Hemanthreddy Vakiti

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.

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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

"We have been able to take an accounting task and clear a very large backlog, therefore being completely up-to-date on the task since implementing a bot on it."

"Business analytics provides real-time data that's something other competing companies lack. It uses statistics and graphs to show the performance of the bots which processes are lagging behind and if you need to give priority to certain tasks."

"It is also easy to design and implement, even for business users who don't have technical skills. A little bit of training is required, about five to seven days, and then they can start. The learning curve is low."

"Having no restriction for any single programming language is very useful."

"The OCR feature in Automation Anywhere is the best I have encountered, even better than Google."

"The flexibility of Automation Anywhere's truly universal orchestration in integrating with different systems and models has been great for us because we are new to the mission tools and had our data scattered in Salesforce and Oracle Analytics, yet Automation Anywhere has smooth integration with those apps and about ninety percent of our apps are supported, integrating particularly well with Salesforce where our client data and service requests are managed."

"The ROI on major bots has been phenomenal."

"It is easy to use and very scalable."

More Automation Anywhere pros

"We can manually capture the assets available within the location."

"The solution is quite stable, and we've found it to be reliable and free from bugs and glitches that affect its usability."

"Using the Help Desk and Purchasing modules, they let us keep track of all the issues in our organization and analyze them for trends."

"Track-It! has many features that help make us more efficient and cost effective as a department."

"The initial setup is pretty easy."

"As a department, we have been able to identify problems and resolve them faster because of the centralized database."

"The customization of the product and reporting capabilities have allowed us to provide upper management the graphs (data) they request that helps validate specific needs that we (IT) have."

"Our users have come to expect availability and quick responses, and we are able to provide this thanks to the Track-IT! solution."

More BMC Track-It! pros

"It is easily configurable and has a good developer society online, available for any issues from the backend."

"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."

"It's a straightforward and effective approach that minimizes the need for extensive explanations."

"When we can centralize all the contract information, ServiceNow will give us better control over asset management and technical debt."

"The flow designer for application development is the most valuable."

"Very easy to implement and to respond to my clients' needs."

"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."

"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."

More ServiceNow pros

Cons

"A2019 should have more improvement for developers, as it was in v11.x."

"Apart from the Chrome issue, which took them maybe a week to fix, we lost a lot of processes during that time, but it just happens unfortunately."

"We are at an inflection point where we have automated so much that just keeping the lights on certainly takes 20% to 50% of the time, depending on the time of year. Being able to enable the stakeholders is one of my main focuses. If we are automating their process, I want them to continue owning that as much as possible. We are just expanding on the bot insights. From a security perspective, there have been some challenges for us getting our customers in there from a role-level security perspective and making sure that they have full access to the control room and their automation after it is automated."

"The process discovery side needs improvement."

"I would like it to have AI and ML capabilities."

"I just came to understand that there is a cloud attached to it. I would like to see how the cloud is going to work, because every application is coming out with a cloud version. If you are not on-premise, then you will need to have Citrix automation."

"The initial setup was complex because we had to make sure all the security aspects were approved by our leadership."

"The vendor should increase the training and other engagements with users before they acquire the platform, as this will simplify its usage further and ensure that there no hindrances in using the platform."

More Automation Anywhere cons

"There are a few items that I would like changed or extra features that could be added to our current version of this software, but those are all going to be addressed in a future software update."

"Their self-service is not user friendly."

"The solution is cumbersome to use."

"Currently, if you go and check the reports in the packet, the reports are useless; reporting is really bad."

"Track-It! works great for a mid-size company, but anything over 700 employees, and trying to use Track-It! for any other areas of the business is difficult."

"The area where we would like to see improvement is in the asset management module."

"The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version."

"There should be fewer clicks and faster integrations between solutions."

"The RPA needs improvement. That's a new area for them that they're just entering into now."

"It's a little expensive compared to other tools."

"It's like, "That's not an answer." It's like, "What should we do? We need guidance." Well, "No. you can do anything with it." Okay. That doesn't quite help me as a user, and future administrator, or as an executive."

"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."

"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."

"The scalability needs improvement."

"With scalability, we have grown quite significantly in the last two years and the performance of our instance has really taken a hit."

More ServiceNow cons

Pricing and Cost Advice

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

"I have heard that Automation Anywhere is expensive."

"It is the most economically friendly and it provides you with a lot of functions."

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"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."

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."

"Pricing is affordable and I would recommend beginning with the Starter Package."

More Automation Anywhere pricing and cost advice

"BMC Track-It!’s price is reasonable compared to other products."

"The price is okay for us. It's reasonable."

"The CapEx version is great."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

"We are happy with the pricing."

"ServiceNow is an expensive solution."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"I have found the solution very expensive."

"Certainly, from a product-platform perspective, the price is not too bad."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

11%

Construction Company

11%

Outsourcing Company

11%

No data available

Financial Services Firm

11%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

No data available

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

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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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...

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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 ...

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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...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

BMC Helix Discovery vs BMC Track-It!

Compared 13% of the time

Lansweeper vs BMC Track-It!

Compared 9% of the time

Vyapin Microsoft 365 Manager vs BMC Track-It!

Compared 8% of the time

USU Valuemation vs BMC Track-It!

Compared 7% of the time

Open iT, Inc. vs BMC Track-It!

Compared 7% of the time

More BMC Track-It! Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 7% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Asset Management

August 2026

Download BMC Track-It! product report

Buyer's Guide

ServiceNow

July 2026

Download ServiceNow product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

BMC Numara Track-It!, Numara Track-It!, Numara

No data available

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

ServiceNow

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 Track-It! offers robust customization and reporting, allowing effective IT management through essential data provision, ease of setup, and maintaining stability.

Organizations employ BMC Track-It! primarily for help desk management, effectively managing incidents, service requests, and IT assets. It facilitates logging and resolving calls, improving proactive responses and accommodating growing IT service demands. Users highlight its capabilities in change and problem management, ensuring availability and prompt response even under increased workloads.

What are the key features of BMC Track-It!?

Customization and Reporting: Allows tailored solutions and essential data provision for validating IT needs.
Parent/Child Ticket Feature: Enhances tracking by linking related tickets together.
Audit Trail and User Surveys: Keeps detailed records of changes and obtains user feedback for improvements.
Help Desk and Purchasing Modules: Offers comprehensive issue tracking, trend analysis, and manages stock and work orders.
Flexible Setup Process: Ensures ease of implementation without enforcing strict processes on technicians.

What benefits or ROI should users look for?

Enhanced Efficiency: By efficiently managing calls and incidents, users can focus on more strategic tasks.
Improved Response Times: Fast resolution of tickets ensures high availability of IT services.
Flexible Implementation: The straightforward setup allows quick adaptation to organizational workflows.
Reduced Service Desk Calls: Proactive management reduces overall demand for service desk support.

BMC Track-It! is widely implemented across industries to support IT management needs, providing effective help desk solutions that balance user demands and technology capabilities. Its integration is particularly noticeable in sectors with complex IT infrastructures requiring reliable service management and asset tracking.

BMC Helix

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Florida Hospital, Mitchell International

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

Buyer's Guide

BMC Track-It! vs. ServiceNow

July 2026

Free Report: BMC Track-It! vs. ServiceNow

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