BMC Track-It! vs ServiceNow comparison

BMC Helix and ServiceNow are both solutions in the IT Asset Management category. BMC Helix is ranked #16, 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: April 2026).

Buyer's Guide

BMC Track-It! vs. ServiceNow

April 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

"They've now included the code so we can add some additional code, and that's good."

"Automation Anywhere has significantly improved our organization's efficiency. Across various processes, we have achieved a 90% time savings for each use case, making our workflow much more streamlined and productive."

"Recorders and Bot Insights are very valuable features."

"What I appreciate the most about Automation Anywhere is how easy it is to use."

"The whole suite of RPA modules that they have is very good. They have three environments in which you can do your automation. You have development, staging, and production environments. These are run by licenses as well, which is very good. There are a lot of ways of automating processes with this application."

"We did not encounter any stability issues with Automation Anywhere during the time I worked with the solution."

"The addition of excel advanced to directly append worksheets, add formulas, etc was very beneficial and made the code development faster."

"It has changed our mindset. People have started to think about automating things and come up with new perspectives, alternatives, or improvements by which automation can be implemented."

More Automation Anywhere pros

"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."

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

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

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

"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."

More BMC Track-It! pros

"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."

"You can have it installed and up and running within hours if you know what you're doing."

"ServiceNow is easy to use."

"The new developer tools with Geneva have been the most valuable so far."

"Overall, I have seen a substantial ROI when it comes to reporting: a faster response and also the assignment of tickets."

"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."

"If you're really wanting to understand the time and the effort and the amount of work that flows through your organization, utilizing ServiceNow can help you really build that infrastructure out by tracking incidents and then taking incidents to problems and making sure you have a changed infrastructure, really understand how much downtime you could have with an environment."

"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."

More ServiceNow pros

Cons

"The AI Sense functionality is what I believe can be improved since when I tried to use it for automating a use case involving a Citrix Virtual Machine, it was unable to capture objects consistently."

"Integration with secondary environments needs to be improved or enabled."

"In the learning track, I was looking at the latest feature which is coming in A2019, which is very nice, because it is a web-based. So, we can do our development while sitting from anywhere. We don't need any type of installation. It's a web-based. Nowadays, everyone has the Internet."

"I would like to use VB.NET native code inside of Automation Anywhere."

"We have had some quirkiness happen when integrating the Automation Anywhere with other solutions, such as weird Excel issues or temperamental legacy system issues."

"When it comes to reading email, this solution is unstable and improvements need to be made."

"As far as the stability is concerned, some unknown errors do occur. While I am sure the Automation Anywhere is working to improve this, there is room for improvement."

"One area for improvement in Automation Anywhere (AA) is its monitoring system."

More Automation Anywhere cons

"Their self-service is not user friendly."

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

"The solution is cumbersome to use."

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

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

"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."

More BMC Track-It! cons

"They could be more competitive with their licensing."

"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."

"The setup was time-consuming and required a lot of internal resources."

"In some cases stability is an issue."

"Its stability and pricing need improvement."

"The technical support SLA can be improved because sometimes they take a long time to answer our queries."

"The pricing of the solution could be better. It's a bit high."

"We did have some performance issues where some of the system areas were slow, but that was really our fault."

More ServiceNow cons

Pricing and Cost Advice

"The price is very reasonable."

"The cost is affordable, which makes an easy barrier to entry for the RPA market."

"Time-wise: We have saved hundreds of thousands of hours."

"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."

"AA comes at a more affordable price than the other tools."

"Its cost is good."

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

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

More Automation Anywhere pricing and cost advice

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

"Getting the solution up and running is expensive."

"We are happy with the pricing."

"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."

"The product cost is higher than that of other vendors."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"The solution is expensive."

"The mandatory minimum is US$ 20,000 for licensing."

"The licenses are expensive."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

Construction Company

Computer Software Company

No data available

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	150
Midsize Enterprise	82
Large Enterprise	532

No data available

By reviewers
Company Size	Count
Small Business	56
Midsize Enterprise	35
Large Enterprise	180

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 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

BMC Helix Discovery vs BMC Track-It!

Compared 14% of the time

Vyapin Microsoft 365 Manager vs BMC Track-It!

Compared 12% of the time

Open iT, Inc. vs BMC Track-It!

Compared 9% of the time

Lansweeper vs BMC Track-It!

Compared 9% of the time

USU Valuemation vs BMC Track-It!

Compared 7% of the time

More BMC Track-It! Competitors

IBM Maximo vs ServiceNow

Compared 5% of the time

BMC Helix ITSM vs ServiceNow

Compared 5% 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

May 2026

Download Automation Anywhere product report

Buyer's Guide

IT Asset Management

May 2026

Download BMC Track-It! product report

Buyer's Guide

ServiceNow

May 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

April 2026

Free Report: BMC Track-It! vs. ServiceNow

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