BMC Helix ITSM vs ConnectWise PSA comparison

BMC Helix and ConnectWise are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.8, while ConnectWise is ranked #16 with an average rating of 8.0. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 100% of ConnectWise users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

BMC Helix ITSM and ConnectWise PSA are key competitors in the ITSM solutions market. BMC Helix ITSM often leads due to its robust service catalog, incident management, and customization features, while ConnectWise PSA provides a comprehensive all-in-one solution.

Features: BMC Helix ITSM is highly acclaimed for its robust service catalog and powerful incident and change management. The system enables high customization and integrates seamlessly with multiple tools to automate workflows. ConnectWise PSA is recognized for its comprehensive platform covering ticketing, customer management, and efficient billing processes. It also excels in generating significant reports and tracking time effectively.

Room for Improvement: BMC Helix ITSM users report issues with upgrades, complexity in customization requiring vendor support, and a need for better integration and reporting features. ConnectWise PSA often faces criticism for its outdated UI, complex configuration process, and the need for simpler integration. Users also mention that ticket management could be more intuitive, along with improved performance consistency.

Ease of Deployment and Customer Service: BMC Helix ITSM offers flexibility in deployment across on-premises, hybrid, and cloud environments. However, customer support receives a mixed response, with some users praising it and others finding it inconsistent. ConnectWise PSA primarily supports cloud and hybrid deployments. Users commend it for excellent customer service, although some seek more technical expertise consistency.

Pricing and ROI: BMC Helix ITSM is seen as costly, but the comprehensive features and customization can justify the price for large enterprises. The complex pricing structure may deter smaller businesses. ConnectWise PSA offers competitive pricing seen as reasonable for its extensive scope. However, expenses can rise with advanced functions and additional licenses. Both show substantial ROI potential, aligning with business needs and scale, with BMC Helix ITSM being more favorable for larger enterprises seeking extensive integration.

To learn more, read our detailed BMC Helix ITSM vs. ConnectWise PSA Report (Updated: June 2026).

Buyer's Guide

BMC Helix ITSM vs. ConnectWise PSA

June 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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KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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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 is a great tool."

"Since our implementation, I can vouch for the fact that it is very easy to use. You do not need to know a lot of coding, even the business users, who have virtually no idea of coding, can easily operate it. They can run their bots and have the analysis ready for higher management. This is something which provides a great ease of use, and also in part why it is scalable."

"I have been using this solution for a while now, and I think that it is a very good platform."

"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."

"AA has good coverage in terms of out-of-the-box functionality for bot development and management."

"The solution has helped us increase productivity."

"We saw a 70 percent decrease in manual steps. If something took 10 steps to do, we are doing it in three steps today."

"Automation Anywhere has a Bot Store. E.g., you can download the bot from the Bot Store and utilize it's data extraction capabilities. You can extract unstructured data through IQ Bot. Getting unstructured data is not difficult. I once obtained an 84 page PDF file using an IQ Bot. This was just the trial version, and it was really good. I was able to get all the circuit IDs and properties that wanted in a simple CSV format. I had not seen anything like this before. When compared to other platforms, such as UiPath, they don't have these capabilities right now. They have activities like PDF extraction, but that's not good enough."

More Automation Anywhere pros

"The main valuable feature is the flexibility of the product -- the ability of being able to make it do almost anything we need it to do to adjust to our business needs and to do it very quickly."

"The solution has good capabilities for analytics."

"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."

"The ease of installation and configuration is valuable."

"The most valuable feature is the flexibility, which allows us to customize it per our customers' requirements."

"We use this tool for managing tickets, other employee related services, and reporting purposes."

"Technical support has been fine."

"It might cost a few more bucks than its competitors like ServiceNow, but it certainly has a better technological edge over ServiceNow."

More BMC Helix ITSM pros

"The product has been pretty stable so far."

"Pretty much our whole company runs through ConnectWise Manage."

"It's a nice ticketing system."

"The platform is easy to use."

"Contact integration to customers faster way to update the ticket searching for tickets when it is needed."

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

"We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another."

"It's definitely one of those tools that is super powerful."

More ConnectWise PSA pros

Cons

"The initial setup was complex because we had to make sure all the security aspects were approved by our leadership."

"The basic features are acceptable, but advanced tools often require deeper technical expertise, which can slow adoption. Additionally, some users experience delays in customer support for complex issues."

"Giving access to our internal websites was not simple during the initial setup."

"The debugging tools need to be included, for where and why it has failed to execute the bot in a clear manner."

"It is very difficult to create and automate timetables because they are modal, and it would be helpful if the bot could assist us with this."

"We have used the technical support. I am quite unhappy with the support part. The higher priority tickets are not getting resolved within the SLA. Higher priority tickets for production issues should be looked into immediately. However, until they get escalated, tickets are not receiving higher priority. I would like to see this improve."

"The accuracy in Web Recorder needs to be improved, defective outputs found most of the time (not sure if is a website side issue)."

"We did use quite a bit of Citrix automation. Of course, AI Sense helps you through that. There are two big challenges that I can think of with Citrix automation. Your making multiple hops into end-to-end systems. As you are rating the screen, which is a screen within a screen, which is what Citrix automation is, the complexity increases. That is where the two things will come in: the tool's functionality and the beauty of design. These two have to come in together to make it work. If you don't have one or the other, it's not going to work."

More Automation Anywhere cons

"Log in process is unnecessarily complicated."

"Needs less infrastructure requirements."

"The interface isn't that great."

"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."

"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."

"Support could be better."

"Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others."

"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."

More BMC Helix ITSM cons

"It needs to be easier to share tickets between users who need to work together."

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"ConnectWise PSA’s graphical interface is a little old."

"ConnectWise Manage can improve by having more integration with different software and have the process simple."

"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."

"It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult."

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded."

More ConnectWise PSA cons

Pricing and Cost Advice

"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."

"The Community Edition is a good offering from the company."

"I think the pricing is reasonable, but clients often perceive it as expensive."

"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 price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"There is an annual subscription for Automation Anywhere."

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."

More Automation Anywhere pricing and cost advice

"The price of BMC Helix ITSM is expensive."

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

"It is too expensive for a small business."

"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."

"BMC Helix ITSM is a very cost-effective solution."

"The solution's pricing should come down."

"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."

More BMC Helix ITSM pricing and cost advice

"The pricing of ConnectWise Manage is reasonable."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"We're paying $940 a month for 14 users."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Financial Services Firm

13%

Manufacturing Company

10%

Construction Company

Government

Construction Company

16%

Financial Services Firm

Performing Arts

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

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...

See all answers

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.

See all answers

What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is ...

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What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and s...

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What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

See all answers

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

See all answers

What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

See all answers

What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

See all answers

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Compared 22% of the time

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Compared 9% of the time

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Compared 5% of the time

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Compared 4% of the time

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Compared 4% of the time

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Compared 12% of the time

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Compared 6% of the time

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Compared 3% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Helix ITSM

June 2026

Download BMC Helix ITSM product report

Buyer's Guide

ConnectWise PSA

June 2026

Download ConnectWise PSA product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

ConnectWise Manage

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

ConnectWise

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 Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

Buyer's Guide

BMC Helix ITSM vs. ConnectWise PSA

June 2026

Free Report: BMC Helix ITSM vs. ConnectWise PSA

Find out what your peers are saying about BMC Helix ITSM vs. ConnectWise PSA and other solutions. Updated: June 2026.

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