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.

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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

"Scalability is one of the best things about most of the RPA bots. Once you create one, scalability is just about multiplying them."

"The solution is easy to learn and with it, it's easy to replicate knowledge."

"It has definitely helped automating a lot of processes, but it is very difficult to build resilient bots. It is very difficult to find skilled developers in the market, who actually build resilient bots with appropriate error handling. Maintaining the bots is another challenge as the applications keep changing."

"There are instances where use cases and opportunities have arisen as a result of having Automation Anywhere and RPA in place that have come about through very casual conversations and have actually resulted in increased revenue opportunities that we didn't realize."

"IQ Bot is the most important feature and it has been extensively used by our clients."

"The bot creation process is easy, manageable, and everything is well-organized for a developer. Everything is centralized."

"Automation Anywhere has improved my company significantly; earlier we were dependent on the client installed on local machines, but now it is completely web-based, so we don't have to worry about having a dedicated VM."

"Overall, based on my experience with Automation Anywhere, I would rate it a nine out of ten."

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."

"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."

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

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

"The initial setup is pretty easy."

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

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

More BMC Track-It! pros

"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."

"I like the ease of use."

"As a technical specialist, I can see that the product is really good and has lots of enhancements with each version."

"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."

"It's filling a niche I think a lot of people have really, really wanted which is bringing a lot of this information into one central location."

"I would rate ServiceNow nine out of ten."

"ServiceNow is really good."

"The solution's initial setup process is easy."

More ServiceNow pros

Cons

"They could improve the environmental stabilizing issues. There are a lot of environmental issues when rolling over from one environment to another, higher environment. This is the one thing they definitely need to look into."

"If the deployment is not right, you get the frustration, not the automation."

"The architecture and pro-code support for pro-code agents are areas that could use improvement, which they don't have currently."

"When I used this tool in the bot, it did not work. I got this issue when using the document automation learning instance."

"For someone who does not have technical skills, using Automation Anywhere is quite challenging because it is primarily meant for the technical aspect, though it can help with basic data entry tasks, such as invoice processing and other repetitive back office operations."

"The control room itself is easy to use. One area that could potentially be improved is adding additional widget capability within the main dashboard in the control room itself."

"Cloud was one of the features we wanted to see, because it makes it much easier. The second feature is ease of use in terms of agnostic operating system."

"Automation Anywhere Control Room should update to the newer versions with one click, including the newer features. There should be minimum effort required from the IT organization. The major resistance from any organization is from the IT organization because they have a lot of dependencies and will sometimes resist doing changes because they have other activities and applications to manage. Future versions should minimizing their work."

More Automation Anywhere cons

"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."

"Their self-service is not user friendly."

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

"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."

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

"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 interface requires an upgrade."

"Reaching beyond IT asset management is the biggest challenge to ServiceNow right now."

"The ability to embed help information onto the screens."

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

"I find ServiceNow to be a little bit clunky."

"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."

"The biggest complaint I have is that the ServiceNow search engine is not very robust."

More ServiceNow cons

Pricing and Cost Advice

"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."

"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."

"I would like them to have better license management."

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."

"The solution is quite expensive. Not every organization can consider this option."

"The certifications are free of cost."

"Its price is competitive with all other products in the market."

"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."

More Automation Anywhere pricing and cost advice

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

"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."

"They could be more competitive with their licensing."

"ServiceNow's pricing is comparatively higher than Helix's."

"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."

"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."

"The CapEx version is great."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Manufacturing Company

12%

Construction Company

11%

Outsourcing Company

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	159
Midsize Enterprise	81
Large Enterprise	553

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 10% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

Celonis vs Automation Anywhere

Compared 2% of the time

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BMC Helix Discovery vs BMC Track-It!

Compared 13% of the time

Vyapin Microsoft 365 Manager vs BMC Track-It!

Compared 10% of the time

Lansweeper vs BMC Track-It!

Compared 9% of the time

Open iT, Inc. vs BMC Track-It!

Compared 8% of the time

USU Valuemation vs BMC Track-It!

Compared 8% of the time

More BMC Track-It! Competitors

IBM Maximo vs ServiceNow

Compared 6% 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

July 2026

Download Automation Anywhere product report

Buyer's Guide

IT Asset Management

June 2026

Download BMC Track-It! product report

Buyer's Guide

ServiceNow

June 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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