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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
6.9
Number of Reviews
662
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 (1st), 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 (4th), IT Service Management (ITSM) (3rd)
 

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

"If anyone is looking for an efficient automation tool, I definitely recommend Automation Anywhere because it is very helpful, even for non-technical people."
"It extracts what the IQ Bot does, converting it and ensuring the entire process right from the input to the output and is fully automated. It is digitizing a particular process, which is really great."
"Automation Anywhere is stable."
"The ease of use is one of great assets for Automation Anywhere."
"I recommend Automation Anywhere to other users because it minimizes repetitive human tasks, saves time, and helps reduce costs."
"The stability of Automation Anywhere is not a concern when deployed on the cloud."
"We have had a very good experience with Automation Anywhere and we are very happy with the solutions."
"The efficiency we get with Automation Anywhere is valuable."
"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."
"BMC Helix Platform helps in digital transformation and internal workflows and processes being adopted from different departments in line of businesses."
"The BMC Helix Platform is perfect."
"BMC Helix Platform is very customizable, and we can integrate it with any other application via the API."
"The solution overall has been quite stable."
"The strength is its pricing. It is easy to use."
"The most valuable feature is its ease of use."
"I would very much recommend this solution; everybody can go for it, as it is a very easy tool for the technicians as well as for end users and is the best solution."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests."
"The management of this application is good."
"ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
 

Cons

"We have had some quirkiness happen when integrating the Automation Anywhere with other solutions, such as weird Excel issues or temperamental legacy system issues."
"I feel that document extraction like IQ Bot can be made more refined so that it may reach its full potential."
"The dashboard has room for improvement."
"I would like to see more bots available right out-of-the-box in the SAP area."
"When we need to upgrade the bot version for various applications like SAP, the compatibility issues could be easier to resolve. The financial team is using version 5 or 6, but the automation engineer recommends only version 6 because it is more compatible. I think Automation Anywhere could handle these compatibility issues better."
"It is very difficult to create and automate timetables because they are modal, and it would be helpful if the bot could assist us with this."
"We need a native way in Automation Anywhere's framework to tie all that information together, including AI dashboard, governance dashboards, and document automation results."
"Bots get disconnected from control rooms sometimes without any reason and this takes up a lot of time."
"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."
"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."
"To improve BMC Helix Platform, they could enhance the mobile experience."
"We faced some stability issues with BMC Helix Platform's cloud version. Services and integration to AD weren't working properly at times."
"I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"Its reporting could be improved."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"There could be some improvement regarding integration with other platforms like Sharepoint."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"Support needs a serious attention. Getting any help is next to impossible."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
 

Pricing and Cost Advice

"I've seen the price vary by whether the client is going to scale and adopt a tool."
"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."
"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."
"It saves on the quality of work, because the quality can be bad when somebody's doing it. If a bot does the work, it's faster and comes with good quality. These are two important things along with the cost saving in the long run. That's where the value is."
"It's cheaper than other similar solutions."
"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."
"We save approximately 10,000 hours per year."
"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""
"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."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The platform has good pricing."
"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."
"It is cheaper than its competitors."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
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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
18%
Educational Organization
14%
Computer Software Company
11%
Construction Company
9%
Construction Company
10%
Manufacturing Company
8%
Outsourcing Company
7%
Financial Services Firm
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
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: August 2026.
908,834 professionals have used our research since 2012.