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Agiloft Service Desk Suite vs SCSM 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)
SCSM
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
Help Desk Software (13th), IT Service Management (ITSM) (13th)
 

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.
LuisSanchez3 - PeerSpot reviewer
Director Metropolitano de Gobierno Digital at a government with 10,001+ employees
Current setup enables smooth problem-solving but lacks comprehensive guidance and local support
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

Quotes from Members

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

Pros

"In version 11.3, they have a good security option. Tool-wise, it's pretty good to work on Automation Anywhere. If you compare it to other tools in the industry. It is very user-friendly and easy to develop processes. We liking using it very much."
"RPA implementation will be always fruitful, and return on investment will be always higher than the input costs."
"We have leveraged automation to increase economies of scale and value-added work while reducing operating costs."
"Overall, I would rate Automation Anywhere a nine out of ten."
"The simplicity and ease of use is the most valuable part of Automation Anywhere."
"The ability to automate renewals of government licenses four times a year is valuable."
"The solution has helped us increase productivity."
"This product is easy to use, and it helps business users to more easily understand RPA."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"Our customer service and productivity have increased in quality and quantity since using this product."
"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%."
"System Center Service Manager is a good product, and it is very easy to use."
"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."
"It is one of the most stable solutions in the market."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The integration of the whole Microsoft suites is awesome, a very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The solution offers good productivity at a low price point."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is a simple solution that is easy to configure."
 

Cons

"In the learning track, I was looking at the latest feature which is coming in A2019, which is very nice, because it is a web-based. So, we can do our development while sitting from anywhere. We don't need any type of installation. It's a web-based. Nowadays, everyone has the Internet."
"The stability could be enhanced."
"When you are implementing it initially, it's challenging as there's a lot of change management."
"The debugger is also a weakness of the tool, forcing the developer to use error handling or message box to map errors. Few applications take more time for loading when integrated."
"They need to improve the speed. It runs too slowly."
"Our tool is a bit slow, as it's a legacy tool. Automation Anywhere is having some issues when running back."
"I would like the ability to extract the code. You can go line by line, then open up each line of code and dig into the details, but it would be nice to extract all of the lines of code and all of the details into a document so we could read through everything. Right now, there is no way to really consume all of the code at once, except line by line, which can be fairly time consuming if we don't really know what we are looking for."
"I believe Automation Anywhere needs to improve on product quality. Sometimes it has intermittent issues."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Service Manager is not doing very well because, for example, there is no default web application and in order to use Service Manager we have to use the desktop console which is a disadvantage."
"Resources for understanding compliance and relative compliance need to be made available."
"On a scale from one to ten where one is the worst and ten is the best, I rate this product as a seven, maybe even between six and seven, because there are a few things they need to improve, especially in the interface."
"They need to improve their support. When you cannot support the company that has your solution people will start to jump to another company that has a similar solution where somebody can support them if they have a problem."
"It has not helped reduce the burden on IT resources."
"This solution has been difficult to deploy in some cases."
"The configuration could be easier."
"We would like to see a web-based interface that works on mobile devices."
 

Pricing and Cost Advice

"The pricing for Automation Anywhere is reasonable."
"Automation Anywhere's price is considerably better than UiPath's."
"Our costs are approximately between $5,000 to $10,000 per license."
"We have a three-year contract with Automation Anywhere."
"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."
"It's cheapest among the competition, although bargaining is a must."
"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."
"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"Licensing can be complex and confusing."
"The pricing is reasonable."
"It is an expensive solution."
"The platform is competitively priced."
"It is a lower price vs. other things on the market."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"The license for SCSM is cheap."
"The price should be lower."
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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
14%
Financial Services Firm
11%
Government
11%
Manufacturing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
No data available
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise6
Large Enterprise14
 

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.
Ask a question
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What is your experience regarding pricing and costs for SCSM?
I am not sure about the pricing as I do not have experience with it.
What needs improvement with SCSM?
More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...
What is your primary use case for SCSM?
In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
System Center Service Manager
 

Interactive Demo

Demo not available
Demo not available
 

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
Fibabanka, UMC Health System
Find out what your peers are saying about Agiloft Service Desk Suite vs. SCSM and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.