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BMC Helix ITSM vs Xurrent 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
6.8
Number of Reviews
668
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 (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), 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 (7th), IT Service Management (ITSM) (9th)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (31st)
 

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.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

Quotes from Members

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

Pros

"AA helped our clients to achieve their goals faster and more efficiently, also reaching ROI very quickly."
"We valued the ease of use, when we were thinking about scaling out to the business. The recording feature, while not a developer tool - it is a tool for a business user who may not possess the thought process of a developer - we valued that in our evaluation."
"It is easily understandable and very well structured."
"I utilize all the commands provided by Automation Anywhere, such as all the recorders. I use these commands to develop my processes and bots."
"Since it is based on the cloud, it is a highly scalable product. It is easy to deploy, has a very good UI, and the bots can be easily deployed with no issues."
"We have improved on IQ Bot collectively with the normal Taskbot that we use. How it got started was that we have a lot of scanned documents to input for our solution. So, I used to get a lot of scanned documents, and extracting or reading the data from those has always been a pain area. We always used to bring a manual person in to do it. Once a manual person did that activity, it was brought into Excel where I could run the bot. With the entry of IQ Bot, it now takes care of my scanned documents, which means IQ Bot does the OCR extraction and gives my data to the Automation Anywhere Taskbot. This means no manual intervention and end-to-end bot processing, along with a happy customer at the end of the day. We provide these services to multiple clients, so we have been doing this for all of our clients."
"There has been a great return on investment."
"RPA platform with a good accuracy rate, variable management, and OCR feature. It has a straightforward setup."
"The most valuable features are the simplicity and the in-duty features."
"In general, for incident management, it's okay."
"Considering the cost of both solutions, Helix provides the best value for the money."
"It holds us accountable for IT services, leading to a reduction in IT service outages, and it's also given us a tight and streamlined management of services and reduction in resource utilization."
"I like the single sign-on and that administrators can customize."
"You can do some customizing if you want, which is great; it's a very integrated solution with incident management, change management, release management, and asset management all working very well together."
"The maturity of ITSM processes has been very good; I think it's excellent."
"It's one of the top solutions on the market for ITSM capabilities."
"I like their request management as well as their project management."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"The solution is highly stable."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
 

Cons

"With the user interface, a lot of the parts of it I really like, but there are some things that could be made a little simpler. A little less clicking around here and dragging over there to use."
"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."
"I don't find a lot outside of the internal community forum."
"Their support also needs improvement."
"Version 11 is a bit heavy. At times, it takes a toll on the computing resources. It consumes a lot for computing power. We have seen multiple instances where computers or the client has crashed because of this particular problem. Automation Anywhere can improve this a lot."
"I have seen that the South American support is not as good as it should be."
"There is still a way to go for Automation Anywhere where we can see improvement."
"I would like to see improvement in its scalability."
"BMC Helix ITSM should have an easy-to-use user interface."
"Upgrading to a new ARS version in a complex environment remains a challenge."
"It needs to be web based."
"The amount of software issues are still too big, even considering the complexity of the tool."
"Support could be more skilled. We are wasting too much of our time debugging.​"
"Functionality-wise, it falls short of our expectations."
"Customer service is average."
"There are certain functions, such as status, which changes based on the email and last action taken by individual. Anyone can easily manipulate this functionality."
"Asset Discovery is a feature that should be added."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
 

Pricing and Cost Advice

"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."
"AA comes at a more affordable price than the other tools."
"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."
"The setup cost for this is onetime and licensing is based on your choice of product."
"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."
"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"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."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"There are licenses to use this solution."
"BMC Helix ITSM is a very cost-effective solution."
"It is too expensive for a small business."
"The price of BMC Helix ITSM is expensive."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"It is the most affordable because it is priced per month per user."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"The pricing is expensive."
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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
9%
Outsourcing Company
8%
Outsourcing Company
13%
Comms Service Provider
12%
Computer Software Company
8%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise14
Large Enterprise54
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
4me
 

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
Information Not Available
Find out what your peers are saying about BMC Helix ITSM vs. Xurrent and other solutions. Updated: November 2026.
920,929 professionals have used our research since 2012.