BMC Track-It! vs ServiceNow Discovery comparison

BMC Helix and ServiceNow are both solutions in the IT Asset Management category. BMC Helix is ranked #17, while ServiceNow is ranked #10 with an average rating of 7.4. Additionally, 66% of BMC Helix users are willing to recommend the solution, compared to 97% of ServiceNow users who would recommend it.

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Executive SummaryUpdated on Dec 18, 2024

BMC Track-It! and ServiceNow Discovery compete in the IT service management category. ServiceNow Discovery has the edge with its extensive feature set suitable for complex environments, despite its higher cost and deployment complexity.

Features: BMC Track-It! provides crucial help desk and asset management functions, including customizable reporting and ticket management. ServiceNow Discovery offers comprehensive automated IT asset management, advanced configuration management integration, and seamless discovery capabilities within its platform.

Room for Improvement: BMC Track-It! could enhance its user interface and reporting functionalities, expand integration capabilities, and improve scalability for larger enterprises. ServiceNow Discovery requires improvement in ease of troubleshooting, enhanced affordability, and streamlined setup processes to better compete in smaller market segments.

Ease of Deployment and Customer Service: BMC Track-It! is known for its straightforward deployment and efficient customer support, ideal for small to mid-sized businesses. In contrast, ServiceNow Discovery, while more complex to deploy, offers strong support systems attractive to large enterprises with diverse needs.

Pricing and ROI: BMC Track-It! appeals with lower upfront costs and a strong ROI for budget-conscious organizations. ServiceNow Discovery, although requiring a higher initial investment, provides substantial long-term ROI potential for those leveraging its full capabilities.

To learn more, read our detailed BMC Track-It! vs. ServiceNow Discovery Report (Updated: August 2026).

Buyer's Guide

BMC Track-It! vs. ServiceNow Discovery

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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reviewer2287086

ICT Manager at a legal firm with 11-50 employees

Provides good stability, but it could be intuitive and easier to use

The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version. Its asset management feature has been significantly affected since the upgrade. Earlier, it was able to perform skill-based routing automatically. We could set up parameters within the system and view the details of the incident or a ticket. The same functionality needs to be fine-tuned in the new system.

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Abhinay Sharma

Service Now Developer at Bangmetric services pvt ltd

Cloud discovery has improved asset visibility and reporting but still needs smarter automation

The impact of ServiceNow Discovery on my organization's strategic planning depends on various factors. Some customers have their own discovery tools which they do not want to switch from, even if we explain why ServiceNow might be better, because they have been using them for a long time. Some customers are dynamic, so we need to have some kind of proposition that comes with ServiceNow. Sometimes, we need to talk with ServiceNow people themselves to give them a bundle offer in which we can have Discovery and ITSM at a much more affordable price than the competitors, so that is our main goal. Currently, I would say there might be a possibility if we can use some AI discovery features that could be helpful for our organization. If we can get discovery jobs running based on AI schedules, that would be beneficial. I believe in the coming future that I want to see myself working more with ServiceNow in this capacity.

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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

"Automation Anywhere has transformed the financial, healthcare, and automobile sectors to a great extent by automating backend office work."

"This RPA solution really stands out because of its functionality, scalability, and stability. It also offers very good technical support, and is always innovating with new features that speak to various operational use cases."

"Automation Anywhere is stable."

"One of the most valuable features is the error handler, as this command has helped me design bots that can handle multiple errors and exceptions."

"The tool is now more stable, with more opportunities and new commands, like recording for the UI or advanced Excel features."

"All RPA tools used in the market have similar features and aspects that can be developed, however, specifically for Automation Anywhere, the ready-to-use templates which can be used as plug and play are a great feature."

"The solution helps with reducing operational costs, which can be reduced by up to 30% to 40% in savings in terms of operational cost."

"With Automation Anywhere you can read and extract CSV data easily. You don't need multiple commands to read it."

More Automation Anywhere pros

"As a department, we have been able to identify problems and resolve them faster because of the centralized database."

"Track-It! has many features that help make us more efficient and cost effective as a department."

"Using their problem management process, we can use parent/child tickets and set up public views for our problem work orders."

"The customization of the product and reporting capabilities have allowed us to provide upper management the graphs (data) they request that helps validate specific needs that we (IT) have."

"Our users have come to expect availability and quick responses, and we are able to provide this thanks to the Track-IT! solution."

"Our efficiency has improved drastically due to a massive reduction in phone calls."

"The solution is quite stable, and we've found it to be reliable and free from bugs and glitches that affect its usability."

"Using the Help Desk and Purchasing modules, they let us keep track of all the issues in our organization and analyze them for trends."

More BMC Track-It! pros

"It's pretty robust, and it's agentless for the most part. So, you don't need to deploy agents, which makes it a lot easier to stand up."

"The best part about ServiceNow Discovery is that it is included in the ServiceNow suite."

"The most valuable asset is relationship building because the solution discovers and builds auto relationships in a way that makes cleanup very easy."

"One of the most valuable features of ServiceNow Discovery is the automated discovery that helps identify dependencies and generates reports."

"The most valuable feature of ServiceNow Discovery is its performance."

"It is a stable solution...The initial setup of the product is straightforward."

"It has been stable since deployment."

"The initial setup is pretty straightforward."

More ServiceNow Discovery pros

Cons

"It would be great if they provide installation documents that are easier to understand, place more focus on capturing the fields, and most importantly, concentrate more on the OCR capability."

"The pricing, setup cost, and licensing of the platform are the worst. This is my major concern and complaint."

"It takes a lot of time to deploy, and sometimes it fails after a timeout."

"The debugging tools need to be included, for where and why it has failed to execute the bot in a clear manner."

"We would like Automation Anywhere to have a way to run a capacity check on machines and show us what is available."

"We have been looking at processes which can easily transition into a large scale environment, where you can have cloud or hybrid model. However, being a bank, some of our processes are critical and we would like to hold those on-premise. This limits us with our usage of Automation Anywhere."

"Improving on the ease of use and user experience of Automation Anywhere (AA) could help."

"Several competing products now offer superior functionality compared to Automation Anywhere's current capabilities."

More Automation Anywhere cons

"Currently, if you go and check the reports in the packet, the reports are useless; reporting is really bad."

"The area where we would like to see improvement is in the asset management module."

"Their self-service is not user friendly."

"The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version."

"There are a few items that I would like changed or extra features that could be added to our current version of this software, but those are all going to be addressed in a future software update."

"The solution is cumbersome to use."

"Track-It! works great for a mid-size company, but anything over 700 employees, and trying to use Track-It! for any other areas of the business is difficult."

"ServiceNow has a constant development environment. Hence they get constant bugs which result in incorrect performance. It should also improve customer service."

"Whenever you try to discover something with the solution, you get errors that are not descriptive enough."

"In a few instances, ServiceNow has failed to discover some basic things. Some other tools are better at network discovery than ServiceNow. I'm not talking about database servers or any other infrastructure—only networking. Cloud discovery could also be better."

"It's an expensive platform."

"I find it valuable to enhance IP address management. I've been in this field since around 2011, and my experience since then has revolved around automation, deployment, distribution, and comprehensive inventory management, all crucial for deploying various components, including patches. When we talk about patch management or vulnerability management, it's more complex than just applying patches; sometimes, you need to undergo significant upgrades or phase out old components for new ones, and this can turn into a substantial project, explaining why vulnerabilities persist. Now, the role of ServiceNow Discovery and security operations, or at one point, looking at vulnerability management in ServiceNow Discovery, is crucial. It allows you to identify vulnerabilities on assets and, with the addition of discovery, service mapping, and event management, you gain a business context for these vulnerabilities. It's not merely about knowing they exist on a server; it's about understanding which services are responsible for critical business processes or transactions, like payroll. This knowledge changes the approach and execution of vulnerability remediation."

"I feel that credential-less discovery could be improved."

"If it's too expensive, there are definitely a lot of alternatives out there that can do discovery just as well, especially if they have published APIs."

"ServiceNow Discovery should be updated to provide its users with more out-of-the-box information and attributes to support the routers and switches from Cisco."

More ServiceNow Discovery cons

Pricing and Cost Advice

"I think the pricing is reasonable, but clients often perceive it as expensive."

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."

"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."

"We have saved time and money using this solution."

"The ROI is really good. We have saved time and money."

More Automation Anywhere pricing and cost advice

"BMC Track-It!’s price is reasonable compared to other products."

"I would rate the product's pricing a six out of ten. We had availed some discount from the standard pricing. Even then, the tool's pricing is expensive. You have to pay some vendor service fees for the product's implementation."

"This is expensive, but it meets our needs."

"The solution is not inexpensive so pricing is rated a three out of ten."

"As per a general discussion I had with the stakeholders, I figured out that it is a costly tool. There is a need to make additional payments apart from the licensing fees for better support services from ServiceNow."

"It is not recommended for smaller companies because of the price."

"There is a need to make payments every quarter of a year towards the licensing costs of the solution. ServiceNow Discovery is an expensive tool."

"It costs a lot. It is probably close to over a hundred thousand. It's an expensive platform, but you can't compare ServiceNow's Discovery functionality to other discovery tools. It's not an apples-to-apples comparison of ServiceNow to a configuration management tool to an asset management tool because it does those things, but it's not those things."

"ServiceNow Discovery is expensive, but the company has a monopoly and we need to use the solution. We use it because we do not have a choice."

More ServiceNow Discovery pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

No data available

Financial Services Firm

14%

Manufacturing Company

Government

Healthcare 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

No data available

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	5
Large Enterprise	25

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.

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What is your experience regarding pricing and costs for ServiceNow Discovery?

Regarding pricing, I have not dealt much with it. I am more focused on the feature side of things, so I cannot commen...

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What needs improvement with ServiceNow Discovery?

The impact of ServiceNow Discovery on my organization's strategic planning depends on various factors. Some customers...

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What is your primary use case for ServiceNow Discovery?

I have utilized ServiceNow Discovery for cloud management, specifically for basic AWS discovery. If you're having a V...

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Comparisons

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ServiceNow vs BMC Track-It!

Compared 14% of the time

BMC Helix Discovery vs BMC Track-It!

Compared 13% of the time

Lansweeper vs BMC Track-It!

Compared 9% of the time

Vyapin Microsoft 365 Manager vs BMC Track-It!

Compared 8% of the time

USU Valuemation vs BMC Track-It!

Compared 7% of the time

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Lansweeper vs ServiceNow Discovery

Compared 8% of the time

BMC Helix Discovery vs ServiceNow Discovery

Compared 8% of the time

Tanium vs ServiceNow Discovery

Compared 8% of the time

HPE Integrated Lights Out (iLO) vs ServiceNow Discovery

Compared 7% of the time

Microsoft Configuration Manager vs ServiceNow Discovery

Compared 6% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Asset Management

July 2026

Download BMC Track-It! product report

Buyer's Guide

ServiceNow Discovery

July 2026

Download ServiceNow Discovery product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

BMC Numara Track-It!, Numara Track-It!, Numara

No data available

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

ServiceNow

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 Track-It! offers robust customization and reporting, allowing effective IT management through essential data provision, ease of setup, and maintaining stability.

Organizations employ BMC Track-It! primarily for help desk management, effectively managing incidents, service requests, and IT assets. It facilitates logging and resolving calls, improving proactive responses and accommodating growing IT service demands. Users highlight its capabilities in change and problem management, ensuring availability and prompt response even under increased workloads.

What are the key features of BMC Track-It!?

Customization and Reporting: Allows tailored solutions and essential data provision for validating IT needs.
Parent/Child Ticket Feature: Enhances tracking by linking related tickets together.
Audit Trail and User Surveys: Keeps detailed records of changes and obtains user feedback for improvements.
Help Desk and Purchasing Modules: Offers comprehensive issue tracking, trend analysis, and manages stock and work orders.
Flexible Setup Process: Ensures ease of implementation without enforcing strict processes on technicians.

What benefits or ROI should users look for?

Enhanced Efficiency: By efficiently managing calls and incidents, users can focus on more strategic tasks.
Improved Response Times: Fast resolution of tickets ensures high availability of IT services.
Flexible Implementation: The straightforward setup allows quick adaptation to organizational workflows.
Reduced Service Desk Calls: Proactive management reduces overall demand for service desk support.

BMC Track-It! is widely implemented across industries to support IT management needs, providing effective help desk solutions that balance user demands and technology capabilities. Its integration is particularly noticeable in sectors with complex IT infrastructures requiring reliable service management and asset tracking.

BMC Helix

ServiceNow Discovery automates relationship building with agentless discovery and accurate dependency mapping. It seamlessly integrates with CMDB, offering secure operations and efficient data management, suitable for multi-cloud operations.

ServiceNow Discovery transforms IT infrastructure management by automating the mapping of hardware and software components, enhancing application visibility, and supporting predictive monitoring. It boasts expansive plugin options, low maintenance, and centralized data storage, all while operating effectively across cloud and on-premises environments. Users benefit from robust performance, comprehensive impact analysis, and easy setup. However, improving unnecessary data elimination, simplifying debugging, and enhancing global deployment could make it more effective. It requires more intuitive interfaces and code-free customization for better reconciliation and discovery of remote devices. Improved reporting, competitive pricing, and seamless integration with legacy and newer applications are valued enhancements.

What are the key features of ServiceNow Discovery?

Automated Relationship Building: Facilitates seamless integration with CMDB.
Agentless Discovery: Offers accurate mapping without the need for additional agents.
Dependency Mapping: Provides detailed infrastructure insights.
Multi-cloud Support: Ensures operations are streamlined across cloud environments.
Centralized Data Storage: Supports efficient data management.
Comprehensive Impact Analysis: Enhances capacity management.

What benefits and ROI should be considered?

Integration with CMDB: Enhances asset tracking and management.
Secure Operations: Minimizes security risks across IT environments.
Efficient Data Management: Streamlines processing and analysis of data.
Low Maintenance: Reduces operational overhead and downtime.
Robust Performance: Ensures reliability in diverse settings.

Companies in diverse sectors use ServiceNow Discovery for asset tracking, CMDB population, and identifying Configuration Items. This enables IT teams to map hardware and software components, enhance visibility, and facilitate predictive monitoring and auto-remediation processes. Integrating with other systems, ServiceNow Discovery provides valuable insights from IT environments, supporting both cloud and on-premises operations.

ServiceNow

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Florida Hospital, Mitchell International

York, National Grid, DXC Technology, experian, BEACHBODY

Buyer's Guide

BMC Track-It! vs. ServiceNow Discovery

August 2026

Free Report: BMC Track-It! vs. ServiceNow Discovery

Find out what your peers are saying about BMC Track-It! vs. ServiceNow Discovery and other solutions. Updated: August 2026.

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