BMC Helix ITSM vs TOPdesk comparison

BMC Helix and TOPdesk are both solutions in the Help Desk Software category. BMC Helix is ranked #10 with an average rating of 7.7, while TOPdesk is ranked #19 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: August 2026).

Buyer's Guide

BMC Helix ITSM vs. TOPdesk

August 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

"The features of Automation Anywhere improve my company by making deployment and maintenance of our automations a smoother process overall."

"We work in the business process outsourcing arena, it has improved our organization mainly around freeing up people to do other things and that can be quite large numbers, in the high tens, even hundreds of people that can be freed up to do other work."

"Support for Automation Anywhere is wonderful; I had an issue related to Chrome not working with the latest update, and they helped me extensively and even came on call to support me."

"It frees individuals up from mundane tasks so they can concentrate on being more active and creative other things that they need to do."

"AA has helped to automate a complex Audit process, saving auditors from doing the mundane manual task of logging into multiple applications independently while the bot securely manages credentials, collects screenshots, builds PDFs, and reports results."

"The most valuable feature of the platform right now for us is just getting the most out of the tool. When I first joined the company, we were on version 11, which is the on-premise version of Automation Anywhere. Getting over to the new cloud platform A360 has enabled us to get the most out of general RPA or robotic process automation."

"One of the notable benefits we've realized from Automation Anywhere is a significant reduction in errors when processing data, which improves both revenue accuracy and operational efficiency."

"We can access it anywhere. E.g., I can access dashboard from my Control Room on my mobile app using Automation Anywhere."

More Automation Anywhere pros

"The solution can perform well for large-sized companies."

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

"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."

"The digital workplace is appealing."

"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."

"From what I've read BMC Helix ITSM has a lot of features and far more than the CA Service Desk."

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

"The interface is nice and it's simple to use, providing a good user experience."

More BMC Helix ITSM pros

"It is an easy-to-use solution."

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

"TOPdesk is overall very stable."

"Technical support is great and we have not had any issues with them."

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

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

"Change management is the most critical feature."

"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."

More TOPdesk pros

Cons

"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."

"MetaBot helps getting data from SAP, but we still have some cases where we cannot fetch data from SAP."

"Automation Anywhere could enhance its services by establishing a local office in our region to provide better support."

"I suggest increasing assistance from support personnel."

"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."

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

"The Help menu/description can be provided while hovering over actions so that it can help us better to know them."

"One of the important drawbacks of Automation Anywhere is that it needs to be able to show the automated process as a single flowchart."

More Automation Anywhere cons

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

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

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

"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."

"The Approval Central system needs to be refreshed."

"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."

"All products can be improved. For this solution, the customization could be improved."

"Support could be better."

More BMC Helix ITSM cons

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

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

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

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

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

"An operator is also a user but requires creating two different records."

"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."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

More TOPdesk cons

Pricing and Cost Advice

"The cost of Automation Anywhere is high in Turkey due to the weak economy."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"The Automation Anywhere license is affordable and not complex."

"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."

"I think the solution's pricing is reasonable."

"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."

"They are already coming out with a community license, which is really good. That's something that I wish to have."

"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."

More Automation Anywhere pricing and cost advice

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

"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."

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

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

"There are licenses to use this solution."

"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."

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

"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

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

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

"The solution is inexpensive compared to competitors."

"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."

"The solution's pricing is reasonable and not expensive."

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

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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

11%

Manufacturing Company

10%

Educational Organization

10%

Computer Software 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	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...

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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.

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

Comparisons

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Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

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ServiceNow vs BMC Helix ITSM

Compared 19% of the time

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

Freshservice vs BMC Helix ITSM

Compared 4% of the time

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ServiceNow vs TOPdesk

Compared 12% of the time

JIRA Service Management vs TOPdesk

Compared 9% of the time

LiveChat vs TOPdesk

Compared 7% of the time

Zendesk vs TOPdesk

Compared 4% of the time

GLPI by Teclib vs TOPdesk

Compared 3% of the time

More TOPdesk Competitors

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

Help Desk Software

August 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

August 2026

Free Report: BMC Helix ITSM vs. TOPdesk

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