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

Junior Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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

"Automation Anywhere brings speed with accuracy; we are replacing a lot of manual work that our agents used to do, this has been automated now, and we get things done faster."

"I have some metrics at the top of my head, but they're a little abstract. Accomplishing what we've done so far with the bots in production would take 40,000. It's not a direct correlation of full-time employees because that's all work that would not have gotten done because they don't have time for that kind of nitty-gritty work."

"The main thing is the simple UI, easy to use commands, and it's very easy to learn compared to other tools in the market."

"By automating those processes we achieved high ROI, great customer satisfaction, better STP, reduced manual work, reduced processing time, high accuracy, and 24/7 working capacity with the AA bots."

"We have automated every finance-based operation, from collections to invoice processing, and it has streamlined many manual processes, eliminating errors and inefficiencies while allowing us to introduce metrics so we can generate operational reports and improve our overall business."

"Before switching to the cloud version of Automation Anywhere, I worked with v10 and v10, so I appreciate the core functionality and the fact that it's a low-code solution. That is one of the key elements that differentiates Automation Anywhere from other platforms and one of the reasons we have been able to achieve success."

"Its ability to integrate with other solutions is awesome."

"I found that the REST API commands are very useful and easy to use."

More Automation Anywhere pros

"The initial setup is pretty easy."

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

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

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

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

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

"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."

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

More BMC Track-It! pros

"It uses a common base of data and allows different types of records to pull from that same base of data."

"I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology."

"SPM and ITSM features are the most helpful."

"My advice to anyone looking into implementing ServiceNow is "Go for it", especially because the platform does everything."

"I like that it's always up and running."

"Discovery is super advantageous and has gotten us away from the manual work of walking the floor to find assets, while Automatic Workflows are a big deal that helps streamline processes and interconnect incident management."

"The main improvement is the integration of several business processes."

"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."

More ServiceNow pros

Cons

"Automation Anywhere's stability could improve. It isn't completely stable, but it's getting better daily."

"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult. However, I am skilled enough to get through it. There were some balancing issues that my other team members had to manage. They are having difficulty in balancing when I checked the architecture properly. We determined later that there was no need for a load balance to be done on the servers. We didn't do any load balancing and then the elastic search was not done."

"We have encountered some issues in the actions like Terminal Emulator-> Send Key -> Page Down/Up not working."

"It should have more commands, which should remove the dependency on MetaBots or other scripts so that everything is available in the tool itself."

"When I compare Automation Anywhere with the competition, some of the competitors have ready-made, off-the-shelf modules. For example, UiPath integrates with Windows AD. That is missing as of now in Automation Anywhere. If that became available it would also be great."

"Anything that can be done to simplify the solution. I would love to see it where anybody who can run Excel will be able to create bots. Right now, I am watching everyone around me struggle with the tool."

"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly."

"The product is not working sometimes with the methods we prefer."

More Automation Anywhere cons

"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 solution is cumbersome to use."

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

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

"Their self-service is not user friendly."

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

"I'd like to have an offline mode. For us, we do a lot of workforce management."

"The initial setup was incredibly complex."

"ServiceNow might need to improve its capabilities to integrate with third-party tools."

"Licensing costs are very high."

"There is room for improvement in price."

"To make ServiceNow better, they should reduce their pricing, especially because there's a lot of competition. Many customers have moved to ManageEngine because they cannot afford the license cost."

"It is pricey, and for good reason."

"ServiceNow can improve by being customizable based on the different needs of companies, such as infrastructure and security requirements."

More ServiceNow cons

Pricing and Cost Advice

"The cost for scalability is much cheaper than developing a new system."

"Roughly, as of today, it is around $250,000 annually."

"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."

"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."

"I do not know the price, but I am told that it is cheaper than UiPath."

"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."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

"It has good licensing costs which are average for the market."

More Automation Anywhere pricing and cost advice

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

"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."

"There are licensing fees."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

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

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

"It is very expensive because it is a big organization. You have to pay for additional things."

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

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

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	161
Midsize Enterprise	83
Large Enterprise	560

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 11% 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 3% 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

September 2026

Download BMC Track-It! product report

Buyer's Guide

ServiceNow

September 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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