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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
6.9
Number of Reviews
661
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 (9th), 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) (30th)
 

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

"It has been able to save us time in our processes from hours to minutes."
"Document Automation plays a very good role for document processing."
"Automation Anywhere helped our organization to get our training and implementation needs successful by providing both community edition and partner edition. Automation Anywhere seamlessly handed off exceptions to employees from Automation Anywhere bots."
"The most valuable features of this solution are its scalability, security using the credential vault, and ease of use for business."
"Now, we can have the bot check all of them."
"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."
"Automation Anywhere has helped my customers save time and costs, especially in card settlements, where a task that used to take about fourteen days to refund the user now takes the next day or at the same time using Robotic Process Automation."
"With Agentic capability, you can actually do those things; it has memory, it has access to tools, and it can do the job on our behalf as opposed to just telling us what to do."
"Technical support has been fine."
"For large organisations, or a medium organisation that is now growing due to new acquisitions etc. (typically several thousand people strong and a large presence in one or more countries) BMC Remedy is surely a very good choice."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The solution has good capabilities for analytics."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"Since 8.1 is compatible with the ADDM discovery tool, we automated discovery and mapping of assets (CIs) and their relationships migration to the CMDB."
"The solution can perform well for large-sized companies."
"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."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"I like their request management as well as their project management."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"The solution is highly stable."
 

Cons

"If we are getting input from a CSV file, we have to add one more layer of automation that first saves the data to an Excel file."
"I would like to leverage the AI component without the requirement to know a coding language, such as Python."
"With Automation Anywhere, it took us a bit of time to stand it up initially. We tried to do it in a virtual environment, which caused us a bit of headache. It could have been smoother in this aspect."
"The scripting can be a bit difficult."
"Where minor but widespread changes are made to the cloud product being operated upon, changing the cloned search values individually was incredibly time consuming, and it shut down the RPA service until it was fixed."
"I would like the support to be faster. Their response time is one to two days. Their customer care could be faster."
"With any new upgrades, we have to make changes in the codes. To us, this means that the tool is not stable. We have been told by Automation Anywhere that this will be fixed in future releases."
"Their technical support is good, but it could be better."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"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."
"In the next release, I would like to see AI used for classification or categorization."
"The traditional UI of Remedy is somewhat of a weak point from the end user perspective."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"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."
"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."
"Asset Discovery is a feature that should be added."
 

Pricing and Cost Advice

"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."
"It's very good in terms of cost and pricing."
"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."
"We have seen ROI in terms of cost and time with a couple of our projects."
"We have a few licenses. They cost roughly $10,000 each."
"Annual licensing costs would be about $100,000."
"The Automation Anywhere license is affordable and not complex."
"This solution costs approximately $3,500 USD per license."
"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."
"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."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"The solution's pricing should come down."
"It is too expensive for a small business."
"It is costly, but it is well worth it."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"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
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Financial Services Firm
10%
Manufacturing Company
9%
Construction Company
9%
Outsourcing Company
8%
Outsourcing Company
12%
Comms Service Provider
11%
Computer Software Company
9%
Construction Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
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: September 2026.
913,924 professionals have used our research since 2012.