BMC Track-It! vs ServiceNow comparison

Why PeerSpot?

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 8.6. 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: September 2026).

Buyer's Guide

BMC Track-It! vs. ServiceNow

September 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

"Having a cloud-based deployment provides more flexibility because we just need an internet connection for connecting the agent into the AA cloud."

"The Visual Studio integration is smooth and user-friendly."

"One thing I really like is the the recorder where you can connect with multiple systems. The OCR is also good."

"We were able to demonstrate that this application can do wonders for the organization, help us to digitally transform the way we're working, and introduce a new way of working to any organization."

"Document automation has impacted efficiency and productivity because initially, we tried training the module on multiple unstructured documents, which resulted in less efficiency, but over time, we have trained with multiple documents, and it is now achieving great accuracy."

"From a developer perspective, the user interface is user-friendly and easy to use."

"The robust and flexible nature of the product gives it the capability to automate almost all rule-based processes in each and every ERP application that is currently available in the market."

"This is a solution that I recommend."

More Automation Anywhere pros

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

"Using their problem management process, we can use parent/child tickets and set up public views for our problem work orders."

"Our efficiency has improved drastically due to a massive reduction in phone calls."

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

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

"We use it to create and manage our work orders."

"The initial setup is pretty easy."

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

More BMC Track-It! pros

"ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."

"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."

"Good stable and scalable solution."

"The biggest feature is that it is cloud-based, so it's always updated, it's always current; we don't have to worry about patches or revisions because we're always working with the latest version and the features continue to improve."

"Makes ticket information easy to access."

"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

"If you are looking for something that you can bring into your organization to be more than just a single purpose, if you are looking to truly transform your organization with the tools that you are using, ServiceNow is the go-to."

"We have large chats with 150,000 people and everyone has found it to be useful."

More ServiceNow pros

Cons

"In order to score nine or ten, they still need to provide more flexibility and integration with other tools and options."

"Sometimes, while recording, the screen hangs and we are not able to perform any actions during that time."

"The scripting can be a bit difficult."

"If I were to mention one area for improvement, it would be on advanced AI commands, such as advanced coding. While this is not critically needed since Automation Anywhere is doing great, improving in that area could be beneficial."

"Having fewer connection instances would make it more secure, more simple to troubleshoot, and possibly more flexible with the type of applications in use."

"Automation Anywhere could enhance its services by establishing a local office in our region to provide better support."

"They often provide good solutions, but sometimes they are unable to resolve issues, requiring users to find solutions independently, which can be time-consuming."

"We have a few issues which have persisted. These end up restarting the machine. We are hoping in version 11.3 of Automation Anywhere, our compatibility and infrastructure issues will be resolved."

More Automation Anywhere cons

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

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

"Their self-service is not user friendly."

"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."

"The solution is cumbersome to use."

"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."

"What's not so good for us is also the support for problems and regressions."

"It is pricey, and for good reason."

"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."

"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."

"There is inherent complexity with this tool because of the number of things that it can do."

"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."

"Local solutions have lower costs."

"Very expensive."

More ServiceNow cons

Pricing and Cost Advice

"The setup cost depends on multiple factors, so you need to get details before choosing."

"It saves on the quality of work, because the quality can be bad when somebody's doing it. If a bot does the work, it's faster and comes with good quality. These are two important things along with the cost saving in the long run. That's where the value is."

"There is an annual subscription for Automation Anywhere."

"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."

"It's the best RPA tool, but the pricing could be improved."

"Its cost is good."

"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."

"We are a partner of Automation Anywhere and find the pricing to be reasonable."

More Automation Anywhere pricing and cost advice

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

"There is an annual subscription to use this solution."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

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

"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"The licensing expenses are excessively high."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"It has a higher cost compared to local/regional solutions."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Financial Services Firm

12%

Manufacturing Company

10%

Comms Service Provider

No data available

Financial Services Firm

10%

Manufacturing Company

Outsourcing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	158
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

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

BMC Helix Discovery vs BMC Track-It!

Compared 12% of the time

Lansweeper vs BMC Track-It!

Compared 8% of the time

USU Valuemation vs BMC Track-It!

Compared 7% of the time

Vyapin Microsoft 365 Manager vs BMC Track-It!

Compared 6% of the time

Open iT, Inc. vs BMC Track-It!

Compared 6% 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

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Asset Management

August 2026

Download BMC Track-It! product report

Buyer's Guide

ServiceNow

August 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

September 2026

Free Report: BMC Track-It! vs. ServiceNow

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