BMC Helix ITSM vs TOPdesk comparison

Why PeerSpot?

BMC Helix and TOPdesk are both solutions in the Help Desk Software category. BMC Helix is ranked #7 with an average rating of 7.7, while TOPdesk is ranked #18 with an average rating of 6.0. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

BMC Helix ITSM and TOPdesk compete in the IT service management industry, with BMC Helix ITSM having the upper hand due to its comprehensive ITIL process coverage and advanced integration capabilities.

Features: BMC Helix ITSM provides customizable workflows, strong integration options, and automated orchestration. It also includes features such as SLA tracking, enhancing service efficiency. TOPdesk is recognized for its ease of use, reporting capabilities, and versatile service management, particularly in HR and IT environments.

Room for Improvement: BMC Helix ITSM users experience challenges with complex upgrade processes, documentation gaps, and the need for improved UI and cloud management features. TOPdesk lacks real-time reporting and advanced AI capabilities, with requests for better integration options and knowledge item management.

Ease of Deployment and Customer Service: BMC Helix ITSM offers hybrid and private cloud deployment options, providing flexibility but sometimes adding complexity. Customer service quality varies. TOPdesk has several deployment options and is noted for consistent, effective customer support.

Pricing and ROI: BMC Helix ITSM is generally more expensive, offering robust functionality that justifies its high cost but may be limiting for smaller businesses. Managing license costs can be challenging. TOPdesk offers flexible pricing options, suitable for both small and large companies, while maintaining comprehensive service features.

To learn more, read our detailed BMC Helix ITSM vs. TOPdesk Report (Updated: November 2026).

Buyer's Guide

BMC Helix ITSM vs. TOPdesk

November 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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Martina Peneva

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.

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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

"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."

"We've saved a lot of time. How much time we save depends on the process. It's likely at least 50%. Sometimes, it's up to 70%."

"The saving of efforts within my project has been to the tune of 20% as of now and I am sure that it will improve as we explore the tool more and automate many more processes."

"From an SAP point of view, we have in-built features. They have integrated everything together, so it's much easier for us to use that."

"The primary use case is automation of processes for people services, such as data management of the employees, and financial processes, like reporting, financial reporting, and month-end closing activities."

"The application replaced about three employees for the OFAC verification processes, thus eliminating the need to hire more people for those tasks."

"In my day-to-day applications, I can integrate Automation Copilot easily as I can embed it within Workday, BambooHR, and Salesforce, allowing business users easy access to Automation Anywhere without logging into multiple applications, thus saving 85 to 90% of the time."

"Automation Anywhere has helped our customers' organizations speed up their processes and reduce the workload for their staff."

More Automation Anywhere pros

"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."

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

"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."

"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."

"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."

"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."

"Helix is more lightweight than these tools; it's a traditional tool that was developed more than 10 years ago, and ease of use is the operative word."

"The BMC Remedy products are reliable and cover all the ITIL processes."

More BMC Helix ITSM pros

"TOPdesk is overall very stable."

"As we have moved to an off-premises deployment, we get regular updates."

"The most valuable feature of the solution is the ticketing feature."

"Its ITSM approach is quite useful."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"The most valuable feature of this solution is the incident management module."

"The most valuable feature of TOPdesk is the reports."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

More TOPdesk pros

Cons

"In terms of speed in Automation Anywhere, I feel it is taking a slightly longer time."

"We also got a tool from Automation Anywhere that was supposed to fix or patch a problem, but it didn't work. It was a horrible, pathetic product that they brought out when it wasn't ready."

"One aspect I don't appreciate about Automation Anywhere is the way variables are handled. Many things seem to become a string, which makes it hard to code and keep track of items when everything's a string."

"Automation Anywhere should improve its OCR command, as it's my observation that I have faced data loss or improper data being extracted."

"In the next release of this solution, I would like to see a plug-and-play tool for NLP programming."

"The IQ Bots need more out-of-the-box models to lessen the time required for model training. Their competitors provide more built-in models, which enhance capabilities in document processing."

"The only thing I see as room for improvement is that the number of products being offered in the product list are too many."

"There were times in the past where through submitting a ticket for support, it seemed that some of the engineers who were helping me did not understand the product that they were supporting. That felt difficult because I felt I was almost explaining the product to the company."

More Automation Anywhere cons

"Upgrading to a higher version should be easier. Also, performance is the factor which needs a lot of improvements."

"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."

"It is too expensive for a small business."

"Support could be better."

"The User Interface still has the appearance of being clunky and not user friendly."

"Needs less infrastructure requirements."

"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."

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

More BMC Helix ITSM cons

"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."

"It is time-consuming to add new users."

"In some fields, it's just not good enough."

"The solution should be made more user-friendly."

"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."

"The solution's change management could be better."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"Change management implementation, facility management, and making reservations on assets can be improved."

More TOPdesk cons

Pricing and Cost Advice

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

"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

"Automation Anywhere is affordable."

"Overall, the pricing of Automation Anywhere is good."

"Currently, it stands as one of the more expensive RPA tools available."

"Automation Anywhere is expensive."

"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."

More Automation Anywhere pricing and cost advice

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

"The solution's pricing should come down."

"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."

"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."

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

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

"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."

"The price of BMC Helix ITSM is expensive."

More BMC Helix ITSM pricing and cost advice

"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."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"TOPdesk's pricing is cheaper than Jira's."

"The solution is inexpensive compared to competitors."

"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."

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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

10%

Manufacturing Company

10%

Construction Company

Outsourcing Company

12%

Manufacturing Company

10%

Financial Services Firm

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	14
Large Enterprise	54

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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 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...

See all answers

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...

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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 ...

See all answers

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Helix ITSM

October 2026

Download BMC Helix ITSM product report

Buyer's Guide

Help Desk Software

October 2026

Download TOPdesk 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

No data available

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

TOPdesk

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

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

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

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

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.

Buyer's Guide

BMC Helix ITSM vs. TOPdesk

November 2026

Free Report: BMC Helix ITSM vs. TOPdesk

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