Agiloft Service Desk Suite vs SCSM comparison

Why PeerSpot?

Agiloft and Microsoft are both solutions in the Help Desk Software category. Agiloft is ranked #43, while Microsoft is ranked #14 with an average rating of 6.7. Additionally, 100% of Agiloft users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

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SCSM and Agiloft Service Desk Suite are competing products in the IT service management field. Agiloft Service Desk Suite emerges as a superior solution due to its robust features and comprehensive service management capabilities.

Features: SCSM offers rich integration with Microsoft products, providing a familiar ecosystem for Microsoft users. It ensures an end-to-end service management approach. Agiloft Service Desk Suite boasts extensive customization and automation capabilities emphasizing efficiency and adaptability. Agiloft's features are broad, offering numerous service management solutions.

Ease Of Deployment and Customer Service: SCSM benefits from a deployment process integrated within the Microsoft infrastructure, familiar to many users. Agiloft Service Desk Suite provides flexible deployment options, such as cloud and on-premises models, combined with exceptional customer service. Agiloft's model adapts to various organizational needs with reliable support.

Pricing and ROI: SCSM involves lower initial costs, appealing for budget-conscious setups, yet Agiloft Service Desk Suite, despite a higher initial investment, shows significant long-term ROI benefits. Agiloft justifies its price with enhanced capabilities and potential savings over time.

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To learn more, read our detailed Agiloft Service Desk Suite vs. SCSM Report (Updated: September 2026).

Buyer's Guide

Agiloft Service Desk Suite vs. SCSM

September 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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Matt Gibson

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.

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LuisSanchez3

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.

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Quotes from Members

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

Pros

"We offer them a cost and time-effective solution for repeated and time-consuming processes, which surely help a lot in terms of improving quality."

"Its ease of use is the most valuable feature. It is easy to train developers and find the right people, then use them to build the tool."

"Speed is the most valuable feature. E.g., for a human, it could take around 60 minutes to create a report with a few errors. Occasionally, a person will miss something. With this bot, we can get the work done in around five minutes. So, it takes only five minutes for a report to scan and be created with fewer errors."

"It has the ability to tag different components within the automation. We built it to track the ROI and stability of the product."

"Time-wise: We have saved hundreds of thousands of hours."

"Automation Anywhere has helped save many man-hours in my organization by letting us automate monotonous and repetitive tasks."

"Working with the Automation Anywhere application is very easy in our environment."

"Automation Anywhere is one of the most popular RPA vendors offering powerful and user-friendly RPA capabilities to automate the business processes that are performed by humans. AA is a web-based management system that includes a control to run end-to-end automated business tasks for companies."

More Automation Anywhere pros

"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."

"This solution is easy to use."

"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."

"If it is correctly configured, you can access and give service quickly to all the end users."

"The solution offers good productivity at a low price point."

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

"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."

"Many more features than other comparable products."

"SCSM is easy to learn because all of the material, including training videos, can be found online."

More SCSM pros

Cons

"When comparing the code under version checks, although there is a change done, it doesn't say so because the change is done at the variable level and not in the line of code."

"The only reason I wouldn't rate it higher is because a COE Manager still not getting the full benefit from it and because the premium is a little bit expensive."

"The document processing, OCR, needs to be more accurate. Sometimes, when you try it on documents, it keeps on failing and goes to a different queue. It needs to mature."

"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."

"In A2019 the dependencies that are being downloaded take a longer time that should be reduced. Migration utility should be provided so we can easily migrate from lower versions to higher versions."

"Automation Anywhere has newly integrated the Generative AI feature. It should be more customizable. Currently, we can change certain parameters, but we would like to have the ability to do modifications within the LLM for better outputs."

"I hope that Automation Anywhere can further optimize its bots to help automate tasks with Microsoft Word documents and Microsoft PowerPoint documents because, in most organizations, there is a lot of reporting required."

"I suggest that they add some features in dashboard, where you can say, "These type of features are things that people like more." You want to add those to your project and showcase them to the client so they will be happier. Because you know what features people like if you give a suggestion, that is good for everyone."

More Automation Anywhere cons

"We have found the documentation a bit confusing at times. This area could use some improvement."

"It crashes our client's computers. Sometimes they get blue screens."

"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."

"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."

"It has not helped reduce the burden on IT resources."

"They need more integration with open-source products."

"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."

"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."

"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."

More SCSM cons

Pricing and Cost Advice

"They're very flexible around pricing and licensing."

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"Our costs are approximately between $5,000 to $10,000 per license."

"The price is a little bit high but the support is good."

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

"The licensing cost is approximately $4,000 USD, which is a seed license."

"The pricing model can be a bit more flexible."

More Automation Anywhere pricing and cost advice

"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."

"It is an expensive solution."

"The price should be lower."

"The platform is competitively priced."

"I would rate the pricing as two out of five."

"The license for SCSM is cheap."

"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 price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."

"It is a lower price vs. other things on the market."

More SCSM pricing and cost advice

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915,341 professionals have used our research since 2012.

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

13%

Outsourcing Company

12%

Government

12%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

No data available

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

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...

See all answers

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...

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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.

See all answers

Ask a question

Earn 20 points

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.

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What needs improvement with SCSM?

More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...

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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...

See all answers

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

September 2026

Download Agiloft Service Desk Suite product report

Buyer's Guide

SCSM

September 2026

Download SCSM product report

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

Automation Anywhere

Demo not available

Agiloft

Demo not available

Microsoft

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Agiloft Service Desk Suite offers a comprehensive suite of tools designed to streamline IT service management. With its robust capabilities and customizable workflows, it addresses the complex needs of businesses.

Agiloft Service Desk Suite excels in providing a flexible, adaptable platform that caters to IT service management needs. It supports a wide range of functions including automation, reporting, and customer service operations. Its no-code platform allows for quick customization, tailoring processes to organizational demands without heavy coding requirements. Users benefit from its ease of integration with other enterprise systems, ensuring seamless operations and improved service delivery.

What are the key features of Agiloft Service Desk Suite?

Custom Workflows: Easily configure workflows without coding.
Automated Processes: Streamline tasks with automation to increase efficiency.
Powerful Reporting: Generate insights with robust reporting tools.
Integration Capabilities: Connect with other systems for smoother operations.
Scalability: Adjust to business growth without disruptions.

What should users look for in reviews?

Ease of Use: Look for feedback on user-friendly interfaces and setup.
Customization: Consider comments on the adaptability of workflows.
Support: Check the availability and responsiveness of customer support.
Operational Efficiency: Evaluate improvements in process efficiency.
Cost-Effectiveness: Read about value for money and cost savings.

Agiloft Service Desk Suite is implemented across various industries, including healthcare, education, and finance, adapting to sector-specific challenges. In healthcare, it ensures compliance and improves patient service operations. Educational institutions use it for managing IT services effectively within budget constraints. Financial organizations rely on it for maintaining service quality and regulatory compliance.

Agiloft

SCSM integrates with Microsoft tools, offering robust ticketing, incident management, and a scalable architecture. It automates orchestration tasks, provides comprehensive reporting, and enhances IT environments through SCCM integration, supporting various service management needs.

SCSM is known for integrating well with Microsoft suites and is valued for its ease of use and scalable design. Organizations utilize its capabilities for managing customer service, system deployments, and ticket handling. Its essential components include activity management, remote access, and comprehensive security updates. However, improvements are needed in areas such as integration with Azure and open-source tools, simplicity of the self-service portal, mobile support, and reporting complexity. Despite these challenges, many rely on SCSM for IT operations management, HR onboarding, and cloud functionality integration.

What are the most valuable features?

Seamless Microsoft Integration - Easily connects with Microsoft suites
Robust Ticketing - Efficient management of tickets and incidents
Scalable Architecture - Adapts to increasing demands and growth
Automated Orchestration - Streamlines various IT scenarios
Comprehensive Reporting - In-depth insights and analysis
Activity Management - Coordination of tasks and operations
Security Updates - Ensures systems remain protected
Easy Learning Materials - Accessible and straightforward resources

What benefits and ROI should users look for?

Enhanced Efficiency - Improved ticketing and incident management
Cost Management - Optimal use of IT resources and budgeting
Flexibility - Supports both cloud and on-premise deployments
Risk Reduction - Security updates and management features
Strategic Insights - Customized reporting for informed decisions

SCSM finds application in industries ranging from IT service management to HR onboarding and system administration. Enterprises use it for remote assistance, device management, and patch management, while some leverage its cloud capabilities. This broadens the scope of how IT operations are supported and managed effectively in different settings.

Microsoft

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

Buyer's Guide

Agiloft Service Desk Suite vs. SCSM

September 2026

Free Report: Agiloft Service Desk Suite vs. SCSM

Find out what your peers are saying about Agiloft Service Desk Suite vs. SCSM and other solutions. Updated: September 2026.

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