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Agiloft ITSM ITIL Service Desk Suite vs Samanage 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)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (38th)
Samanage
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
Help Desk Software (25th), IT Asset Management (17th), IT Service Management (ITSM) (25th), License Management (8th)
 

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.
it_user536637 - PeerSpot reviewer
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
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"For the cash and bank reconciliation, we brought down amount of days it takes to do the reconciling and announcing the results; previously, it took 10 to 15 days, now it takes two days."
"The features that we found most valuable have been just automating manual processes. We are able to integrate and work with applications that users typically work with. That has been the best feature for us right now."
"In some cases, we see savings on the order of $100,000 and, in the newer processes that we are trying to do, it may be up to $1,000,000."
"Our organization used to have a process which took five business days to do: our monthly pricing update. This was a very manual process. Our very first bot built was to automate this process. Now, the bot runs in the background every month and the process takes less than a day to run."
"The development tools are very good. It's very user-friendly and easy to develop and deploy with Automation Anywhere. Ordinary people, within a few weeks, can develop a bot using the tool."
"The technical support is good. If it is required that they provide their resources, they will send their resources to your organization to support you in terms of development and technical support."
"We are working with one of the bots where we send claims through WhatsApp. Any user could take a photo in WhatsApp, then send that data to the organization. Now, whenever a photo is takes, different phones have different primary resolutions, and the data being captured is not clear data. At that moment, the data is automated to a very power system which centralizes the process to one point. This is what we are using for the insurance provider. They fill out the claims form and send this information to the organization, then we use automation tools to automate the process and come to a conclusion."
"The majority of Indian companies are showing a lot of interest in recruiting students who are trained in this Automation Anywhere RPA tool."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
 

Cons

"One area requiring improvement is the debugging process. When I use a multi-structure with conditions to switch from one bot to another, successful debugging of the entire process is not feasible. Each bot has to be debugged individually."
"After implementing, I have seen that some customers are not getting ROI from that, so they are stepping back from using Automation Anywhere."
"My main issue with Automation Anywhere might be the logging of bots and getting more detailed feedback of what my bot is doing, step by step. It is hard to track fine-tuning in larger codes."
"We would like to be able to directly implement automation for Word documents and XML."
"In a cost-sensitive industry like banking, where automation needs to prove clear ROI, a more flexible pricing structure would assist organizations in expanding automation more aggressively without feeling constrained by budget considerations."
"From an ease of use point of view, on a scale of one to ten with ten being really easy, I would rate the tool a six."
"Automation Anywhere (AA) has a lot of stability issues. It needs a lot of maintenance."
"I think the pricing model should be more flexible."
"The GUI looks a little dated."
"The setting up process is not quite easy. It's quite difficult."
"There are definitely areas for improvement, but so far, so good."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
"The system shuts down about once a month which is frustrating."
 

Pricing and Cost Advice

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."
"Time and monetary savings can range from 20 to 90 percent."
"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."
"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
"Annually, we are paying almost one million reais."
"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."
"The licensing fees are approximately $10,000 USD for between five and ten users."
"It is not cheap, but we are able to get an ROI."
Information not available
"It is expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
No data available
Construction Company
16%
Comms Service Provider
9%
Financial Services Firm
9%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
No data available
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.
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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
No data available
 

Interactive Demo

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Overview

 

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
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: July 2026.
908,344 professionals have used our research since 2012.