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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
6.9
Number of Reviews
661
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 (28th), IT Service Management (ITSM) (26th)
 

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

"The error handling and troubleshooting are very good, and it is easy for a developer to know what happened in any particular line of code."
"Document automation has impacted efficiency and productivity because initially, we tried training the module on multiple unstructured documents, which resulted in less efficiency, but over time, we have trained with multiple documents, and it is now achieving great accuracy."
"What Automation Anywhere does exceptionally well is allowing users—especially those without a technical background—to navigate easily, and if you know how to work with Excel or Word, you can simply type commands in plain English like 'save Excel' or 'open Excel' to find the corresponding actions."
"It is easy to use and deploy."
"Document Automation is a game changer. Earlier, with IQ Bot, we achieved partial automation—around 80% of the process was automated. With GenAI and Google Vision OCR now integrated into Document Automation, end-to-end automation is achievable, even with unstructured documents."
"The Automation Anywhere automation tool is user-friendly, especially compared to UiPath and Blue Prism."
"The addition of excel advanced to directly append worksheets, add formulas, etc was very beneficial and made the code development faster."
"By combining Automation Anywhere and Appian together, we have been able to build a bot that works with Appian workflows to manage all our employees."
"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."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"The ability to add Additional Information Screens on the fly."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"This is really easy solution to scale up and get get going to add new catalog items."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
 

Cons

"The Automation Anywhere community is less active than the UiPath community, which is a downside. When I ask questions in the Automation Anywhere community, responses take a longer time."
"The initial setup was quite complex. We have faced an issue. During the initial implementation stages, it took longer than we expected. It affected our timelines to a certain extent."
"As a developer, I would like to have copy commands available from one bot to another."
"We would like a smoother process for moving bots and tasks between the different development environments, from development to testing to production. We find this to be pretty cumbersome to work through."
"It needs to have more options for integrating with other tools."
"I used document automation about two years ago, however, it did not work as expected at that time, providing results around 70% to 80%. After that, we turned to third-party tools."
"IQ Bot has been changed and enhanced for Automation Anywhere, but the accuracy is still not optimal."
"The time taken to execute a Bot through A2019 can be reduced."
"The GUI looks a little dated."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"Importing data with relations is difficult and could be better."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Flexibility to customize."
"Usability for IT analysts could be improved."
"It loses points because it’s not GUI enough, too code-y."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
 

Pricing and Cost Advice

"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."
"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"The licensing needs to be made simpler or shortened."
"The Automation Anywhere license is affordable and not complex."
"The product’s pricing is reasonable."
"This is a value for the money product."
"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."
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Top Industries

By visitors reading reviews
Outsourcing Company
13%
Financial Services Firm
13%
Manufacturing Company
10%
Comms Service Provider
9%
No data available
Construction Company
20%
Comms Service Provider
11%
Outsourcing Company
10%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
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, ManageEngine and others in IT Service Management (ITSM). Updated: August 2026.
911,994 professionals have used our research since 2012.