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BMC Helix Platform vs ManageEngine ServiceDesk Plus comparison

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Comparison Buyer's Guide

Executive Summary

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 Platform
Average Rating
7.4
Reviews Sentiment
5.1
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (17th)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (5th), IT Service Management (ITSM) (6th)
 

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.
Muhammad Sarfaraz Hussain - PeerSpot reviewer
IT Governance Consultant at Virtuosoft
Platform has unified complex IT workflows and supports deep customization for daily operations
While BMC Helix Platform is highly customizable and powerful, there is always room for enhancement, particularly from a user experience perspective. One area that could be improved is the end-user interface. Simplifying navigation, consolidating options into a single, intuitive view, and ensuring that all related information is easily accessible on one platform would enhance efficiency and reduce potential errors during ticketing or workflow management. From an administrative and backend perspective, streamlining workflows and making backend operations simpler would be valuable. For example, critical actions like closing large change requests could be more flexible and guided, helping administrators manage complex scenarios without switching between multiple consoles. Additionally, improving the search functionality across the platform to make it faster and more intelligent would benefit both end users and administrators. A stronger, more context-aware search mechanism would help quickly locate tickets, assets, or workflow details without navigating through multiple pages. Overall, while the platform’s core capabilities are excellent for ITSM and enterprise process automation, enhancements in the interface, workflow simplification, and search could make it even more user-friendly and efficient, further strengthening its value for organizations of all sizes.
Mostafiz Miah - PeerSpot reviewer
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
Automation has transformed daily request handling and now tracks every customer interaction
ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

Quotes from Members

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

Pros

"I have been using Automation Anywhere for the past five years and it is one of the best tools to automate manual tasks."
"Automation Anywhere is one of the most popular RPA vendors offering powerful and user-friendly RPA capabilities to automate the business processes that are performed by humans. AA is a web-based management system that includes a control to run end-to-end automated business tasks for companies."
"If you are looking for a fast solution using minimal resources not requiring an advanced programming skill set this is your product."
"Automation Anywhere has minimized this risk, saving costs related to rectification and improving compliance adherence to avoid penalties in a tightly regulated industry."
"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings."
"The most valuable feature is the power of AI Technologies involved in Automation Anywhere's IQBot - such as Natural Language Processing, Computer Vision, Fuzzy Logic, and Machine Learning."
"It's easy to use, and with less experience, anyone with the business knowledge can automate easily."
"Using this solution has brought a lot of return on investment in terms of saving hours or FTEs, and we are utilizing them in more constructive areas."
"BMC Helix Platform helps in digital transformation and internal workflows and processes being adopted from different departments in line of businesses."
"The most valuable features of BMC Helix Platform for service delivery include Helix GPT, which uses AI and GPT within the enterprise service management space."
"The BMC Helix Platform is perfect."
"BMC Helix Platform is very customizable, and we can integrate it with any other application via the API."
"Response time for level two and level three questions is very fast."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests."
"Initially, mistakes took four hours time, now they can be completed in one to two hours."
"ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"I rate the solution a ten out of ten for scalability."
"The self-service portal enhances our company's user experience."
 

Cons

"The schedule queue needs improvement. When one task fails, everything else gets stuck, requiring manual intervention to clear the problematic schedule and trigger the other tasks."
"I would like more integration into the entire Microsoft Suite of products, not just Excel."
"In a cost-sensitive industry like banking, where automation needs to prove clear ROI, a more flexible pricing structure would assist organizations in expanding automation more aggressively without feeling constrained by budget considerations."
"For improvement, I would like to see Automation Anywhere integrating with multiple other technologies."
"We looked at the Bot Store initially and didn't find much."
"There is a limitation with Automation Anywhere where if you want to build your own packages and deploy them, it is very difficult."
"The AI centricity is a bit behind compared to the way we see Microsoft and AWS doing it. This is the feedback that I have also given to them. They need to expand themselves to provide more services than just RPA. Only RPA may not be enough for us, and it would not be our preferred choice for an automation tool."
"We face some issues, but we can’t prove them again. They occurred sometimes, but don’t occur again. For example, I record a video when a bot is running, and it is working fine. Another time it is not working. We face issues with Excel file creation. I’m trying to create a file in Excel .xls. It is getting corrupted."
"BMC Helix Platform is very customizable, but the user interface is not good; it should be very user-friendly, the options should be very visible, and everything should be on a single platform."
"To improve BMC Helix Platform, they could enhance the mobile experience."
"The cost of BMC Helix is very high, with an estimation of not less than $100,000 making it difficult for us to adopt the platform fully."
"We faced some stability issues with BMC Helix Platform's cloud version. Services and integration to AD weren't working properly at times."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"I would like to improve the task management module and analytics."
"They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues."
"It isn't very stable. Off and on, it has bugs, and that's why they have a lot of releases coming up."
"The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area."
"Some of the features which are currently available in the cloud version can be made available with the on-premise editions."
"The UI for the app needs improvement."
 

Pricing and Cost Advice

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"
"We purchase on a bot basis. Our costs are approximately $5,000."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
"The solution's pricing is pretty decent."
"Automation Anywhere is expensive, making it more suitable for enterprise organizations."
"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."
"I do not know the price, but I am told that it is cheaper than UiPath."
"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."
"Regarding the cost, it's not expensive for enterprises but can be costly for small to medium-sized businesses. I recommend implementing a pricing model tailored for small to medium businesses to attract a larger customer base. Approximately, the license cost is around sixty dollars per month."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"The licensing is around $10,000 per year."
"Pricing can always be improved and made more affordable."
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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
14%
Educational Organization
13%
Comms Service Provider
11%
Computer Software Company
9%
Outsourcing Company
12%
Construction Company
9%
Manufacturing Company
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
No data available
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
 

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 is your experience regarding pricing and costs for BMC Helix Platform?
BMC Helix Platform is a premium ITSM solution, and its pricing and licensing reflect its enterprise-grade capabilitie...
What is your primary use case for BMC Helix Platform?
I use the BMC Helix Platform to manage end-to-end workflows, including change requests, work orders, service requests...
What advice do you have for others considering BMC Helix Platform?
Considering my current experience with BMC Helix Platform, I would rate it around 8 out of 10. The platform is highly...
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...
What needs improvement with ManageEngine ServiceDesk Plus?
The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about BMC Helix Platform vs. ManageEngine ServiceDesk Plus and other solutions. Updated: November 2026.
920,769 professionals have used our research since 2012.