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BMC Helix ITSM vs Samanage comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 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
6.9
Number of Reviews
640
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
BMC Helix ITSM
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
Help Desk Software (9th), IT Service Management (ITSM) (8th)
Samanage
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
Help Desk Software (25th), IT Asset Management (17th), IT Service Management (ITSM) (25th), License Management (8th)
 

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.
KN
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.
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

Quotes from Members

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

Pros

"Automation Anywhere has helped our customers' organizations speed up their processes and reduce the workload for their staff."
"Security is a top priority for us. To be allowed to automate different processes, we need to have a good set of controls around who is allowed to do what, and what credentials people can and can't use. It allows us to manage access make sure that we have full control."
"Now they have a nice tool that is mostly stable with most of the features I could want being covered in the functionality of the product."
"Speed is the most valuable feature. E.g., for a human, it could take around 60 minutes to create a report with a few errors. Occasionally, a person will miss something. With this bot, we can get the work done in around five minutes. So, it takes only five minutes for a report to scan and be created with fewer errors."
"The majority of Indian companies are showing a lot of interest in recruiting students who are trained in this Automation Anywhere RPA tool."
"Automation Anywhere helped us to reduce the work time on data operations."
"The impact of Automation Anywhere on our organization has been significant; it has helped us save a considerable amount of time, approximately 30% to 40%, in repetitive processes and has improved automation accuracy."
"The general features, that we can automate a task that takes hours into minutes, are valuable."
"It might cost a few more bucks than its competitors like ServiceNow, but it certainly has a better technological edge over ServiceNow."
"Technical support has been fine."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"BMC products have been built over the years to make them highly stable and scalable, inline with the ITIL best practice."
"The ease of installation and configuration is valuable."
"It's easy to customize and provides a range of features you can customize with practically no exceptions unlike its competing products like ServiceNow, etc. which have many limitations."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"BMC Helix ITSM is a good product out-of-box, with a lot of functionalities built-in, so there is no need to worry—just plug and play."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
 

Cons

"Having better documentation that is more openly available would help. Often, it feels necessary to contact someone or search for documentation that is stored behind a login or in another location. It would be beneficial to have one centralized place for everything."
"Initially, the implementation was tough."
"We have used the technical support. I am quite unhappy with the support part."
"I would like to have the ability to schedule bots by whichever one is available."
"Working with the Automation Anywhere servers and domains have proven to be difficult. We are trying to get more licenses and servers set up, so we can run multiple scenarios simultaneously."
"IQ Bot does have some limitations."
"Many clients use the Citrix environment but AA has very low functionality to automate a Citrix environment."
"The technical support has been a little slow to respond to our inquiries."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Many things still need improvement, and they are mostly related to the customization aspects of the tool."
"BMC Helix ITSM should have an easy-to-use user interface."
"Customer service: 3/10 - customer service is very painful. It takes a lot of time to pass the issue to the technical support and until that happens, the issue jumps between the people in support, that ask us always the some things."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"It’s not an easy product to use for the customers."
"The user experience could be better."
"There are definitely areas for improvement, but so far, so good."
"The setting up process is not quite easy. It's quite difficult."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
"The system shuts down about once a month which is frustrating."
 

Pricing and Cost Advice

"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."
"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."
"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."
"Currently, it stands as one of the more expensive RPA tools available."
"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."
"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."
"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."
"I am not sure about the costs, but two Bot Runners and four Bot Creators may cost approximately 1CR."
"It is costly, but it is well worth it."
"There are licenses to use this solution."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"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."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"The solution's pricing should come down."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"It is expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
11%
Construction Company
11%
Computer Software Company
7%
Financial Services Firm
13%
Manufacturing Company
10%
Construction Company
7%
Government
5%
Construction Company
15%
Manufacturing Company
12%
Financial Services Firm
9%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
No data available
 

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 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 ...
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...
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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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
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about BMC Helix ITSM vs. Samanage and other solutions. Updated: June 2026.
900,644 professionals have used our research since 2012.