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BMC Helix Enterprise Service Management vs TOPdesk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Mar 29, 2026

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
BMC Helix Enterprise Servic...
Average Rating
8.4
Reviews Sentiment
5.9
Number of Reviews
13
Ranking in other categories
IT Service Management (ITSM) (5th)
TOPdesk
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
Help Desk Software (18th), IT Service Management (ITSM) (20th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
EF
Digital Workplace Platform Engineer at Amaris
Data‑driven service dashboards have improved incident response and now support proactive operations
Regarding areas for improvement and challenges, complexity and learning curve are significant considerations. The platform is highly configurable, but this also means a steep learning curve, especially for administrators and new users. Proper training is essential. The initial setup and customization efforts for implementing workflows, dashboards, and integration can be consuming without clear process definitions. There is a risk of over-customization. The user interface has improved over time, but some areas of the platform are still not fully consistent, which can initially impact user adoption. We also encounter limitations with report customization; while dashboards are highly advanced and customizable, creating reports sometimes requires additional efforts and external tools.
Martina Peneva - PeerSpot reviewer
People Technology Lead at Scandinavian Tobacco Group
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Document Automation is something we are using and have used in the past; it is excellent."
"In the finance department, this solution has saved us a lot of money."
"I would rate Automation Anywhere a perfect ten out of ten, considering it is significantly better than what we had before."
"Automation Anywhere is excellent for integrating with other solutions. It provides the ability to leverage the APIs of third-party solutions. We use some of the already built-in MetaBots to then scrape the data and manipulate independent data that we need in order to integrate with other third-party solutions."
"The general features, that we can automate a task that takes hours into minutes, are valuable."
"Automation Anywhere helps improve our organization by allowing us to automate processes that should not be manual."
"We have already seen ROI, and we are already clocking in around 7000 hours of savings per month in terms of productivity."
"Before Automation Anywhere, the insurance companies used to transfer data manually from one app to another, but after introducing them to automation the speed and accuracy have been outstanding."
"BMC Helix Enterprise Service Management is a very good tool and it will be very helpful for your organization."
"BMC Helix Enterprise Service Management has positively impacted my organization by sending event alerts."
"We had fewer breaches, ninety-nine percent service uptime, and all these features were very good."
"In my experience so far, the best features BMC Helix Enterprise Service Management offers are its ease of implementation and user-friendliness."
"Overall, BMC Helix Enterprise Service Management helps us move from a reactive support model to a more proactive and data-driven IT operation, delivering faster resolution times, better user experience, and measurable efficiency gains."
"BMC Helix Enterprise Service Management has positively impacted my organization by helping us maintain a good relationship with end users."
"The support of BMC is generally good and better compared to some competitors."
"I have seen changes in response time, efficiency, and user satisfaction since I started using BMC Helix Enterprise Service Management."
"Its ITSM approach is quite useful."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"As we have moved to an off-premises deployment, we get regular updates."
"It is an easy-to-use solution."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of the solution is the ticketing feature."
"Technical support is great and we have not had any issues with them."
"The most valuable feature of this solution is the incident management module."
 

Cons

"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot."
"I would like to see a global error handler introduced, which will explicitly handle errors over the entire project."
"There are occasional technical issues, particularly with cloud operations. Sometimes, the bot struggles to initiate on the cloud, even when everything appears in place."
"Operationally, there's room for improvement, especially in the area of high-availability and deployment."
"I would like to see a bot button."
"I would definitely say Citrix automation is one area we have continued to struggle with for the last two months."
"There are some business areas for which this tool is not capable of doing, such as in the areas of graphically-based input."
"In the control room, the manual bot update should be looked at."
"The main problem that I found is that once we receive the incident, we cannot change it to a work order. That is not possible at all in BMC Helix Enterprise Service Management."
"BMC Helix Enterprise Service Management can be improved because it has a legacy system that needs enhancement. The interface needs improvement because it is not very user-friendly."
"An improvement needed for BMC Helix Enterprise Service Management would be to have assisted guides or templates on how to use the application or the best-suited applications to carry out the use cases, which would help other teams implement BMC Helix Enterprise Service Management."
"BMC Helix Enterprise Service Management is powerful, but there are areas where I think it could be improved, such as user interface simplification, faster AI learning, and context awareness."
"There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs)."
"For me, there was only one thing that could improve BMC Helix Enterprise Service Management."
"Regarding areas for improvement and challenges, complexity and learning curve are significant considerations."
"BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful."
"An operator is also a user but requires creating two different records."
"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"Change management implementation, facility management, and making reservations on assets can be improved."
"The solution should be made more user-friendly."
"It is time-consuming to add new users."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
 

Pricing and Cost Advice

"The cost can be reduced a little for users."
"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."
"Time and monetary savings can range from 20 to 90 percent."
"We have saved a lot of money on taxes based on the stuff that we run."
"The licensing fees are approximately $10,000 USD for between five and ten users."
"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."
"Automation Anywhere is reasonably priced because it can sustain us for a long period."
"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."
Information not available
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
"TOPdesk's pricing is cheaper than Jira's."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"The solution is inexpensive compared to competitors."
"The solution's pricing is reasonable and not expensive."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Financial Services Firm
18%
Comms Service Provider
11%
University
9%
Outsourcing Company
8%
Outsourcing Company
12%
Manufacturing Company
11%
Financial Services Firm
8%
Healthcare Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise564
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise11
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise7
 

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...
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...
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.
What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?
Regarding pricing, setup cost, and licensing for BMC Helix Enterprise Service Management, I find it reasonable. It wa...
What needs improvement with BMC Helix Enterprise Service Management?
In terms of improvements for BMC Helix Enterprise Service Management, I have observed that some processes within the ...
What is your primary use case for BMC Helix Enterprise Service Management?
My main use case for BMC Helix Enterprise Service Management involves handling hundreds of jobs that are scheduled da...
What needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...
What is your primary use case for TOPdesk?
I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...
What advice do you have for others considering TOPdesk?
The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Find out what your peers are saying about BMC Helix Enterprise Service Management vs. TOPdesk and other solutions. Updated: September 2026.
919,894 professionals have used our research since 2012.