BMC Track-It! vs VMware Service Manager [EOL] comparison

Why PeerSpot?

BMC Helix and Broadcom are both solutions in the IT Asset Management category. Additionally, 66% of BMC Helix users are willing to recommend the solution, compared to 80% of Broadcom users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between BMC Track-It! and VMware Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Qualys, Lansweeper and others in IT Asset Management.

To learn more, read our detailed IT Asset Management Report (Updated: September 2026).

Buyer's Guide

IT Asset Management

September 2026

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Helped 913,806 peers since 2012

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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Kenny LY

Head Of Information Technology at ALAINE FORWARDING

It is stable and has useful features, but the automation feature needs improvement

All of the features are very suitable for us. It is also a stable solution Its automation feature needs improvement. They can include the vRealize Automation feature in this solution. I have been using VMware Service Manager for more than six years. It is stable. Its scalability is good, but…

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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

"The return on investment from Automation Anywhere at our organization has been both tangible and intangible, delivering value far beyond the initial financial calculation."

"It helps with the speed on improving processes and the results of those processes."

"The ease of use and its ability to change the code when something in the main process or core process changes. The ease of use is really good."

"Automation Anywhere provides the best application to use for RPA and other automation requirements. It's very easy to use and easy to understand. It's UI(user interface) which is so friendly and easily understand by the user, it is very easy to install automation anywhere product simply click on next to install, it is easy to develop bot and no coding knowledge is required to develop"

"The way it integrates with subsystems is impressive. When automating business processes, there might be multiple systems in use. Automation Anywhere provides various ways to connect, such as by directly using backend APIs or using the frontend. This is incredibly useful."

"It is easy to use and very scalable."

"It saves us man-hours, headcount, and processing time, and we have automated the equivalent headcount of 500 FTEs since we started, with those people doing different types of work activities instead of being laid off."

"The integration is helpful. We have quite a few use cases where we've integrated with Microsoft tools and local record systems, such as SAP and Vertex AI."

More Automation Anywhere pros

"The initial setup is pretty easy."

"We can manually capture the assets available within the location."

"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."

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

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

"We use it to create and manage our work orders."

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

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

More BMC Track-It! pros

"It provides us with improved maintenance cycles."

"Simplicity and flexibility are its major plus points making it a leading industry solution for deploying cloud environments."

"The Service Desk module and the Workflow module, which is extremely powerful."

"It provides us the following: A better utilisation of the hardware, more flexibility, improved maintenance cycles, and a system overview."

"We have installed a physical server for failover; we need to configure cluster on everything, but with VMware, we do not need to cluster because we automatically get seven physical nodes failover and if one fails we have no issues."

"All of the features are very suitable for us. It is also a stable solution."

Cons

"They continue to release new features, but end users struggle to adapt to them."

"The tools are fundamentally solid. However, when I think of self-healing, such as automation with a new prompt or a new Windows patch occurring, being able to handle those kinds of things on top of what Automation Anywhere already does and that automatically click through and do the reboots that are necessary to just have a clean run would be ideal."

"Migration is a little challenging since it requires direct integration with DB, credential vault and all that."

"The architecture and pro-code support for pro-code agents are areas that could use improvement, which they don't have currently."

"There is a dependency issue around the control room. If the control room is not working, the bots will not work."

"The support and user community need improvement."

"As far as stability is concerned, there have been some challenges."

"The website can be buggy at times, and I would like to see improvements in latency and slow response times."

More Automation Anywhere cons

"The solution is cumbersome to use."

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

"Their self-service is not user friendly."

"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."

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

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

"It needs to improve user roles and access rights."

"Not a ten because the price is high."

"Still new in the market and a lot of its features are still not yet explored."

"Graphical User Interface looks a little bit old-school."

"Its automation feature needs improvement. They can include the vRealize Automation feature in this solution."

Pricing and Cost Advice

"Automation Anywhere is expensive, making it more suitable for enterprise organizations."

"The cost is anywhere between $10,000 and $100,000."

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."

"Annually, we are paying almost one million reais."

"We have established a CoE and we take our bot opportunities based on their ROIs. The best ROI opportunity goes to development first. Our ROI opportunities are compliance, profitable growth, productivity enhancements, productivity gains, number of hours the productivity saved, and resources not available that the work can be done by the bot. However, the single most important criteria that we use to measure ROI is how much time does the bot cut down from an analyst's work, as this has the best ROI. E.g., if an analyst is spending a 100 hours of work that a bot can do in one hour, we calculate the 99 hours saved as ROI."

"The Community Edition is a good offering from the company."

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."

More Automation Anywhere pricing and cost advice

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

"The price depends on different enterprises. As compared to Citrix, VMware is reasonable."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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...

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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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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs BMC Track-It!

Compared 14% of the time

BMC Helix Discovery vs BMC Track-It!

Compared 12% of the time

Lansweeper vs BMC Track-It!

Compared 8% of the time

USU Valuemation vs BMC Track-It!

Compared 7% of the time

Vyapin Microsoft 365 Manager vs BMC Track-It!

Compared 6% of the time

More BMC Track-It! Competitors

ServiceNow vs VMware Service Manager [EOL]

Compared 38% of the time

CA Asset Portfolio Management vs VMware Service Manager [EOL]

Compared 32% of the time

Eracent Enterprise Entitlements Management vs VMware Service Manager [EOL]

Compared 16% of the time

More VMware Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Asset Management

September 2026

Download BMC Track-It! product report

Buyer's Guide

IT Asset Management

September 2026

Download VMware Service Manager [EOL] 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

Broadcom

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

VMware Service Manager automates IT Service Management by providing a powerful workflow engine to drive IT Service processes.

Broadcom

Sample Customers

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

Florida Hospital, Mitchell International

Seventy Seven Energy Inc., Symantec, KBC, Vodafone, Region Hovedstaden, Bank Audi, Hewlett-Packard, BT Global Services, Edogawa City Council, HDFC Bank Limited, Bank Al Bilad, ABN AMRO N.V. Singapore, Savvis, Abu Dhabi Ports Company, SAP AG, Fundaments, T-Systems

Find out what your peers are saying about ServiceNow, Qualys, Lansweeper and others in IT Asset Management. Updated: September 2026.

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