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Agiloft ITSM ITIL Service Desk Suite vs Serviceaide ChangeGear comparison

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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
6.8
Number of Reviews
666
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)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (37th)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (26th), IT Service Management (ITSM) (24th)
 

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
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"I find Automation Anywhere (AA) to be really fast on the development side."
"The technical support is something that I rely on if I have any queries or if I have to work on another alternate approach."
"We got the solution because of its ease of use with the API call, avoiding the use of developers."
"AA allows you to create processes using 3 types of robots: Task Bot, Meta Bot, and IQ Bot. Instead of rewriting redundant code for processes, a meta bot can be used instead. This type of robot is best used for complex scalable processes. IQ Bot: The most powerful of the 3 types of robots is the IQ Bot."
"I also very much like the integrating of this solution with other applications. We have some old web applications that we've been using, and we've been writing some of our own DLLs to integrate with it. It has worked really well."
"It is one of the popular RPA vendors offering powerful & user-friendly RPA capabilities to automate any complex tasks. It is one of the "Revolutionary Technology" that changes the way the enterprise operates. This tool combines conventional RPA with intellectual elements like natural language understanding and reading any unstructured data."
"We've noticed time savings of up to 40 minutes, based on wait time and verification delays."
"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 were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"This is really easy solution to scale up and get get going to add new catalog items."
"The ability to add Additional Information Screens on the fly."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
 

Cons

"I would like to see integration better integration with Excel and SAP."
"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence. Right now, RPA is basically limited to a bot which is simply following the instructions that it was given. However, what would be really useful is if a bot was able to more flexibly respond to issues. For example, sometimes there are erroneous errors and pop ups. With good code, you can certainly build your bots to be able to handle that. However, it does take time and a bit of technical know-how to be able to do that."
"It could be improved in terms of the global analysis of all the issues caused by the dependency components. For example, if bots are running on virtual machines on Microsoft Windows 2019, sometimes an issue might come from the virtual machine. Automation Anywhere should work closely with Microsoft or any other editor with which there are some issues occurring and stopping the bots from running properly."
"One of the important drawbacks of Automation Anywhere is that it needs to be able to show the automated process as a single flowchart."
"There should be a way to avoid recoding everything whenever there's an upgrade to the latest version."
"Even though the product is easy to use, there are some challenges when we move across different environments; there's a lot of setup needed."
"I would like more cognitive abilities, artificial intelligence, and machine learning."
"The solution doesn't offer all the capabilities that we need, so we have to use it in conjunction with other software."
"The GUI looks a little dated."
"Their service management application needs a lot of work."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Usability for IT analysts could be improved."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"Importing data with relations is difficult and could be better."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
 

Pricing and Cost Advice

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."
"In terms of pricing, this is a good product."
"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."
"Because it reduced the time duration of our processes, our costs went down."
"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."
"Our annual licensing costs for the entire company are $100,000."
"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"
"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
No data available
Construction Company
20%
Comms Service Provider
12%
Outsourcing Company
10%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
No data available
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

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
Oakwood Systems Group
Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in IT Service Management (ITSM). Updated: September 2026.
915,533 professionals have used our research since 2012.