BMC Helix ITSM vs OpenText Service Manager [EOL] comparison

BMC Helix and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

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Executive Summary

We performed a comparison between BMC Helix ITSM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: July 2026).

Buyer's Guide

IT Service Management (ITSM)

July 2026

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Review summaries and opinions

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

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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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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MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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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

"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 impact on efficiency from Document Automation is significant, as it has given us approximately 70 to 80 percent of savings, with almost close to 90 percent efficiency and cost savings of approximately 70 to 80 percent of an FTE per person."

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

"Document automation has notably reduced manual effort."

"The IQ Bot is very impressive to us, as we have tried several tools in the industry and we have not been able to automate to the same level as provided by this solution."

"Automation Anywhere has benefited our company as we've been able to process thousands of transactions daily through various automations that distribute work, classify work, and handle claims, doing preliminary work for the finance team."

"Automation has been playing a significant role in every aspect of our institution."

"We've shifted platforms a couple of times, and Automation Anywhere is the one that stuck based on end-user experience, the ease of development, and trainability with the tool."

More Automation Anywhere pros

"The solution's most valuable features are automation and orchestration."

"Improved our organization with better customer experience and reporting abilities."

"The ability to utilise CMDB information is the most valuable feature for us as it helps us to see interlinkages between CIs."

"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."

"It's a very integrated solution."

"Having the solution on the cloud brings increased scalability."

"Technical support has been fine."

"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."

More BMC Helix ITSM pros

"HP products generally have always been stable, and this is no different."

"I advise others to use the HP Service Manager because it's a powerful and capable enterprise solution."

"One of the big benefits that’s come out of this is a centralized view of all IT operations that really enable us to shift resources (people and money) in a real-time way to accomplish whatever we need."

"I think it's fair to say it is a workhorse; it's extremely reliable, relatively cost effective, scalable, and has good existing integration points."

"Sometimes, customization is simple. The version we are using now has a nice interface."

"The solution will streamline productivity and also improve automation, bringing efficiency as well as the ability to handle a big number of enterprise-wide service needs, with productivity and collaborative capabilities being some of the key benefits."

"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."

"Technical support is pretty good."

More OpenText Service Manager [EOL] pros

Cons

"Currently, while working on the SAP part, I encounter some challenges, particularly not being able to extract the tree structure."

"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."

"The interface is not intuitive for business users who are used to seeing the process on a flow chart, like a Visio workflow diagram. This may be because of the nature of the way the interface is structured and the way the functions are built in list type of format."

"I attended and successfully completed the certification for the Document Automation Masterclass. For this, we tried to automate handwritten documents, but it was not successful. I believe there is room for improvement. This was the only use case we had in the last couple of months where we attempted this and did not get the desired results."

"As we expand our components of the Automation Anywhere platform that we utilize, we need better connections between them."

"I feel the cost of licensing is very high for the A2019 version."

"So far, the stability is not good. We are trying to improve this because we are facing a lot of instability issues."

"Cognitive services and PDF file automation should be refined."

More Automation Anywhere cons

"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."

"We used to use it and we don't want to use it anymore."

"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."

"I have faced many challenges with BMC Helix ITSM, but we get substantial BMC support, although technically, we need to make many adjustments to fit it to our organization."

"The search feature and the dashboard could both be improved."

"It is too expensive for a small business."

"Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it."

"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

More BMC Helix ITSM cons

"We struggle with and the simplicity of getting reporting data at a high level, and output is not where it needs to be for us."

"Load balancers were not delivered in Phase 1 (time/cost constraints), and that caused negative user experiences."

"I don't see anything lacking."

"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."

"On the downside, it cannot really operate in the cloud; but other than that, everything is good."

"The end-user experience is very key for me. At the moment, that's an area that the product's perhaps a bit weak."

"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."

"Room for improvement is the speed with which you're able to access it and where it isn't as slow and draggy. It is really draggy."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

"The cost is anywhere between $10,000 and $100,000."

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

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

"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."

"Annually, we are paying almost one million reais."

More Automation Anywhere pricing and cost advice

"The price of BMC Helix ITSM is expensive."

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"It is too expensive for a small business."

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

More BMC Helix ITSM pricing and cost advice

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"HP Service Manager has moderate pricing."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"The license is not cheap."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Financial Services Firm

13%

Manufacturing Company

Construction Company

Outsourcing Company

Construction Company

16%

Financial Services Firm

13%

Outsourcing Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

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.

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.

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JIRA Service Management vs BMC Helix ITSM

Compared 8% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

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Compared 4% of the time

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Compared 18% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 13% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 9% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 8% of the time

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Compared 8% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Helix ITSM

August 2026

Download BMC Helix ITSM product report

Buyer's Guide

OpenText Service Manager [EOL]

July 2026

Download OpenText Service Manager [EOL] 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

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

OpenText

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

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

Sample Customers

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

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

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Buyer's Guide

IT Service Management (ITSM)

July 2026

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