No more typing reviews! Try our Samantha, our new voice AI agent.

BMC Helix ITSM vs Xurrent comparison

Why PeerSpot?
Sponsored
 

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
6.8
Number of Reviews
665
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) (31st)
 

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

"The IQ Bot is the most valuable feature and a significant market differentiator."
"I would recommend using this product; it is very useful, we can automate anything through it, there is much flexibility, and it provides a robust mechanism, which is good."
"Using this solution has freed internal operations employees to do more "human value-add" work by removing mundane manual tasks."
"For the tasks that I do repeatedly, I can record processes using Automation Anywhere. I record mouse and keyboard actions and create a workflow for those activities. This minimizes my workload. The recording option is very useful."
"One thing that I want to highlight AA for is their security standards."
"Features such as MetaBot and IQ Bot are very advanced and capable as compared to reading PDFs using OCR."
"Having a cloud-based deployment provides more flexibility because we just need an internet connection for connecting the agent into the AA cloud."
"It's a great product, timely support, and guidance."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"BMC Remedy ITSM application solution is one of the best solutions in the market."
"So far this is the best tool that I have used."
"The solution can perform well for large-sized companies."
"I like the single sign-on and that administrators can customize."
"Helix is stable."
"The main valuable feature is the flexibility of the product -- the ability of being able to make it do almost anything we need it to do to adjust to our business needs and to do it very quickly."
"I like their request management as well as their project management."
"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."
"The solution is highly stable."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
 

Cons

"We have faced some downtime and crashes with the system, but with the cooperation of the Automation Anywhere team, we have been able to contain that."
"Support is not very satisfactory."
"I would wish for a greater focus on citizen development, which is a priority for our company."
"We would like it to be more user-friendly."
"If I were to mention one area for improvement, it would be on advanced AI commands, such as advanced coding. While this is not critically needed since Automation Anywhere is doing great, improving in that area could be beneficial."
"AA has many features but the issue is with the loss of overhead on computing resources. For example, if the bot is encrypted, the bot should decrypt it first then act accordingly. If there are issues with the logic in the bot, there will be a lot of computer memory overload. There should be an additional feature for cloud functionality."
"The OCR component should allow integration with 3rd party OCR. This way we can use the best of breed solution along with AA or allow better control over OCR packages to be customized."
"The quality and response time of the support, even on Sev-1 tickets, is not satisfactory."
"This is a complex product that is quite expensive and there are other solutions out there at a lower cost, or you could work a trouble ticket system by using a Microsoft product."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The amount of software issues are still too big, even considering the complexity of the tool."
"They could be more responsive to feedback from their community board."
"Functionality-wise, it falls short of our expectations."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"Asset Discovery is a feature that should be added."
"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."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
 

Pricing and Cost Advice

"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."
"We are a partner of Automation Anywhere and find the pricing to be reasonable."
"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"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."
"The pricing is a bit higher."
"We would like them to change the license model of charging per bot."
"Time-wise: We have saved hundreds of thousands of hours."
"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"BMC Helix ITSM is a very cost-effective solution."
"It is too expensive for a small business."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"It is the most affordable because it is priced per month per user."
"The pricing is expensive."
"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."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
917,433 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
12%
Manufacturing Company
11%
Financial Services Firm
10%
Manufacturing Company
10%
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 Enterprise86
Large Enterprise562
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.
Ask a question
Earn 20 points
 

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.
917,433 professionals have used our research since 2012.