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Agiloft Service Desk Suite vs Cherwell Service Management comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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 (1st), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (29th), 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.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
Thobile Moeketsi - PeerSpot reviewer
Senior Manager at Sasria SOC Ltd.
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

Quotes from Members

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

Pros

"Automation Anywhere has by far, provided one of the best and easiest solutions to implement RPA."
"The support team responds quickly."
"By automating those processes we achieved high ROI, great customer satisfaction, better STP, reduced manual work, reduced processing time, high accuracy, and 24/7 working capacity with the AA bots."
"Automation Anywhere helped our organization to get our training and implementation needs successful by providing both community edition and partner edition. Automation Anywhere seamlessly handed off exceptions to employees from Automation Anywhere bots."
"Learning Automation Anywhere prepares our students for a better future because the future belongs to RPA Automation."
"Automation Anywhere helped us to reduce the work time on data operations."
"One good thing in A2019 is that all products of Automation Anywhere, like IQBOT services, Meta Bot Designer, Discovery Bot, and Control room are all together in one product which is very effective for any business team."
"We mostly used the Database commands in order to make the process faster and more secure, rather than using Excel or a CSV for reading the input files."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."
"All our activities are carried out in the one place."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard and the reporting functionality are the solution's most valuable features."
"We use the solution every day and quite extensively."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The most valuable features are problem management and change management."
 

Cons

"So far, the stability is not good. We are trying to improve this because we are facing a lot of instability issues."
"When it comes to Citrix automation, AA should improve or add more features in such a way that all the commands should work when automating a Citrix application."
"As far as stability is concerned, there have been some challenges."
"There is an issue with security where users can see the values in the credential vault."
"MetaBots and Control Room may have some room for improvement."
"The improvements that we could see would be the increased stability of each A2019 releases and reduce the likely impact on existing features. We are also looking to see improvements in the upgrade and bot deployment processes to make them easier and less interaction with back end servers."
"One thing I dislike about Automation Anywhere is that our process is time-consuming. Since the bot is utilized by that machine and if a long-running task is happening, then another bot may not run and the machine is locked."
"In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"The stability, specifically in the on-premises deployment model, could be improved."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"The solution could be more user-friendly."
"Agile delivery should be supported."
 

Pricing and Cost Advice

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"We have established a CoE and we take our bot opportunities based on their ROIs. The best ROI opportunity goes to development first. Our ROI opportunities are compliance, profitable growth, productivity enhancements, productivity gains, number of hours the productivity saved, and resources not available that the work can be done by the bot. However, the single most important criteria that we use to measure ROI is how much time does the bot cut down from an analyst's work, as this has the best ROI. E.g., if an analyst is spending a 100 hours of work that a bot can do in one hour, we calculate the 99 hours saved as ROI."
"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."
"We have seen ROI in terms of cost and time with a couple of our projects."
"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."
"It saves on the quality of work, because the quality can be bad when somebody's doing it. If a bot does the work, it's faster and comes with good quality. These are two important things along with the cost saving in the long run. That's where the value is."
"We purchase on a bot basis. Our costs are approximately $5,000."
"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."
"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"For an ITIL user, the cost is probably about 50 bucks a month."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Construction Company
11%
Computer Software Company
9%
Manufacturing Company
9%
Energy/Utilities Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
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)
No data available
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Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Ausenco, Highlights for Children, B/E Aerospace
Find out what your peers are saying about Agiloft Service Desk Suite vs. Cherwell Service Management and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.