Agiloft ITSM ITIL Service Desk Suite vs IT Care Center comparison

Why PeerSpot?

Agiloft and IT Care Center are both solutions in the IT Service Management (ITSM) category. Agiloft is ranked #37, while IT Care Center is ranked #33. Additionally, 80% of Agiloft users are willing to recommend the solution, compared to 100% of IT Care Center users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Agiloft ITSM ITIL Service Desk Suite and IT Care Center based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: October 2026).

Buyer's Guide

IT Service Management (ITSM)

October 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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it_user536637

Lead IT Manager at a tech services company with 10,001+ employees

We use it for handling requests. It has reduced the IT staff required.

Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system

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Yoram Avraham

Technology and Infrastructure Manager at Colmobil

Simple and quick to implement, easy to use, saves us time and money

This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us. The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms. IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view. This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again. The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets. Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

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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

"Many of our tasks are automated using AA and due to ease in handling, it becomes the first choice in terms of RPA tool."

"Business analytics provides real-time data that's something other competing companies lack. It uses statistics and graphs to show the performance of the bots which processes are lagging behind and if you need to give priority to certain tasks."

"I have in fact told all my friends and colleagues who are in the RPA domain to work with Automation Anywhere because it's easier to run as well as to implement."

"When we compare other projects on other platforms versus Automation Anywhere, the technical support we are receiving in terms of efficiency, and even that they are giving us good price, this is what we are looking for."

"This RPA software has good scalability and stability, is easy to understand and easy to use, even for users who have no experience with automation software."

"We are getting some phenomenal straight through processing, so we took what would have taken 30 to 35 people and are able to do that a little bit more accurately with about six."

"The most valuable feature is its Excel integration."

"Automation Anywhere has improved my organization by automating many rule-based and nonjudgmental processes in domains like telecommunications, human resources, financial services, and daily or monthly reporting."

More Automation Anywhere pros

"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."

"The IT Care Center system enables me to see the SLAs of the company in one place, on a daily, weekly, monthly, quarterly, and yearly basis, in a very easy way."

"For customer service, IT Care Center has helped us to centralize our daily IT activities in one platform; it has made our operations easier to use, more efficient, reliable, and available."

"Overall, the solution has helped to simplify our IT service management, with fewer calls giving us more time to work without distraction, better efficiency in the IT department, and cost reductions of 33 percent along with a 30 to 35 percent reduction in the time it takes to manage tasks."

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."

"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

More IT Care Center pros

Cons

"More interactions with PDFs would be great for Automation Anywhere. The ability to use more legacy technology for object cloning, flash plugins, etc. A lot of their Excel commands could use some improvement."

"More interactions with PDFs would be great for Automation Anywhere."

"These guys need to build a good team."

"It should be easier to use."

"I would like to see GitHub or GitLab integration in the next version."

"Many of our clients would want to see scalability in pricing, and while I could say cheaper, that's part of it."

"I would like to see more complex use cases coming out for our industry."

"There is a lot of scope for improvement in terms of stability. It is a concern, because right now we are close to 20 to 25 percent false negatives that are coming up."

More Automation Anywhere cons

"The GUI looks a little dated."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"If there is such a feature, it would be very good for us to track how long it takes to resolve issues."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"IT Care Center must improve the UI because it looks old-fashioned all the time."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

More IT Care Center cons

Pricing and Cost Advice

"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."

"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 major reason that we selected Automation Anywhere was the licensing model."

"Overall, the pricing of Automation Anywhere is good."

"If you look at the capital expenditure, Automation Anywhere is number two to UiPath. But if you take a long-term view, on a scalable model of a large number of bots coming out, it slowly goes on to become the costliest tool. There is something they can do about that. The capital expenditure goes out right at the point of buying the tool. For Automation Anywhere, I would need to spend $20,000. UiPath can give me something for $6,000, while Blue Prism will come in at $300,000."

"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."

"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."

"The product starts at $10,000 and then it's up to you regarding how much you can consume."

More Automation Anywhere pricing and cost advice

Information not available

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"The licensing model is very flexible."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"This product is very cheap when compared to other platforms."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

No data available

Outsourcing Company

15%

Comms Service Provider

11%

Computer Software Company

11%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	563

No data available

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	4
Large Enterprise	2

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.

See all answers

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Celonis vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

BMC Helix ITSM vs Agiloft ITSM ITIL Service Desk Suite

Compared 41% of the time

ServiceNow vs Agiloft ITSM ITIL Service Desk Suite

Compared 26% of the time

Clarity SM vs Agiloft ITSM ITIL Service Desk Suite

Compared 8% of the time

LiveAgent vs Agiloft ITSM ITIL Service Desk Suite

Compared 6% of the time

JIRA Service Management vs Agiloft ITSM ITIL Service Desk Suite

Compared 6% of the time

More Agiloft ITSM ITIL Service Desk Suite Competitors

ServiceNow vs IT Care Center

Compared 17% of the time

SCSM vs IT Care Center

Compared 16% of the time

ConnectWise PSA vs IT Care Center

Compared 8% of the time

Atera vs IT Care Center

Compared 7% of the time

Ivanti ITSM vs IT Care Center

Compared 5% of the time

More IT Care Center Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Agiloft ITSM ITIL Service Desk Suite report

Download Agiloft ITSM ITIL Service Desk Suite product report

Buyer's Guide

IT Care Center

October 2026

Download IT Care Center product report

Also Known As

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

Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

Interactive Demo

Automation Anywhere

Demo not available

Agiloft

Demo not available

IT Care Center

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

Agiloft ITSM ITIL Service Desk Suite is a comprehensive tool designed to enhance IT service management through a structured framework that supports ITIL best practices, offering a highly configurable platform for diverse IT needs.

Agiloft ITSM ITIL Service Desk Suite provides a holistic approach to IT service management by integrating ITIL processes with robust service desk capabilities. It focuses on automation and workflow customization to streamline processes and improve efficiency. Users can expect enhanced support through features that facilitate incident management, change management, and problem resolution, along with customizable metrics and reporting tools. The suite aims to optimize IT resources and reduce costs by providing scalable solutions that adapt to dynamic business environments.

What key features does Agiloft ITSM ITIL Service Desk Suite offer?

Incident Management: Efficient tracking and resolution of incidents to minimize downtime.
Change Management: Structured process to manage IT changes with minimal disruption.
Customizable Workflows: Tailor workflows to fit specific business processes.
Service Catalog: Comprehensive overview of available IT services for quick access.
Reporting & Analytics: Advanced tools for performance measurement and decision-making.

What are the expected benefits or ROI from using Agiloft ITSM ITIL Service Desk Suite?

Cost Efficiency: Reduces operational costs through streamlined processes.
Scalability: Easily adapts to evolving business demands.
Improved Productivity: Automates routine tasks, freeing up IT staff for strategic initiatives.
Enhanced User Satisfaction: Faster resolution times lead to greater satisfaction.
Compliance Support: Aligns with ITIL standards for better regulatory compliance.

Agiloft ITSM ITIL Service Desk Suite is widely implemented across industries like healthcare, finance, and manufacturing, addressing industry-specific challenges. Its adaptability and compliance with ITIL standards make it a valuable asset for organizations seeking to improve IT service delivery while ensuring compliance and efficient resource utilization.

Agiloft

IT Care Center enhances IT management through efficient ticket handling, workflow creation, and extensive integrations, enabling customized solutions and promoting self-sufficiency.

Known for its robust features, IT Care Center is ideal for managing IT incidents, requests, and change management. It streamlines workflows for HR processes like onboarding and offboarding, supports project management, and offers dashboards, license management, and monitoring capabilities. With plans for cloud migration, it aims to further enhance deployment flexibility while needing improvements in mobile responsiveness, UI design, SSO integration, and admin resources. Users seek enhanced connectivity with tools such as Teams and Cisco, and the development of a native mobile application for better productivity tracking.

What are the key features of IT Care Center?

Sub-task Listing: Organized task management.
Easy Ticket Management: Streamlined ticket handling process.
Workflow Creation: Customized processes for efficient management.
Tool Integrations: Compatible with tools like Slack.
Custom Forms and Fields: Personalized user configurations.
Reports and Diagnostics: Advanced insight and troubleshooting.
Automation: Enhanced service speed and accuracy.

What benefits or ROI should users evaluate?

Improved Efficiency: Saves time with self-service capabilities.
Reduced Dependencies: Minimizes need for external support.
Data-Driven Insights: Helps in strategic decisions with robust reporting.
Increased Flexibility: Customizable configurations without vendor support.

Industries implement IT Care Center to improve internal customer support and manage IT workloads effectively. It's often deployed on-premises with cloud options being explored to meet evolving business needs, making it suitable for companies managing IT processes, asset tracking, and workforce transitions.

IT Care Center

Sample Customers

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

Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group

Information Not Available

Buyer's Guide

IT Service Management (ITSM)

October 2026

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