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Agiloft Service Desk Suite vs Serviceaide ChangeGear 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
662
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)
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) (28th)
 

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.
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

"It gives us the capability of leveraging our investments in different applications. I can use Automation Anywhere to tie a number of applications or processes together, without having to do in-depth coding to automate something."
"This is a perfect solution for us and Automation Anywhere helps us to close many deals."
"It improves accuracy and reduces manpower. It is easy to learn."
"It's a great product, timely support, and guidance."
"The tool feature I found the most valuable is Metabot, as we can include the DLLs that are proprietary written code in .NET or other technologies."
"The CyberArk integration and setup are really amazing and it helps us to win deals for new projects."
"In our fund management and fund reconciliation process, we had a lot of headcount. Automation has significantly reduced our FTE count, investing that IT personnel into other work. Also, the quality of the work has slightly improved."
"With the help of Bot, it has increased the productivity of the current process and we do not need to spend more time on error resolution and rectification."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"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."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."
"The ability to add Additional Information Screens on the fly."
"CA Technologies support is excellent."
"This is really easy solution to scale up and get get going to add new catalog items."
 

Cons

"Queues are great but need improvement. They are helpful because most of the automations are transaction-based."
"The process discovery side needs improvement."
"In high-availability, we have two Control Rooms acting as a cluster so if one fails the other one will take over. But that's not our environment operationally, and the latest information we have is that they identified another product bug."
"Certain areas of the user interface require improvement."
"We have used the technical support. I am quite unhappy with the support part."
"Automation Anywhere can improve the product in potential areas of improvement with respect to automation and AI."
"We don't have an ROI in any of our processes. We are just trying it out now to see if it works. We haven't had any savings yet. We have been putting more time in than saving time at this point."
"I have had a couple of crashes and issues."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Flexibility to customize."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"It loses points because it’s not GUI enough, too code-y."
"Usability for IT analysts could be improved."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
 

Pricing and Cost Advice

"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."
"Subscription for Automation Anywhere (AA) is paid yearly."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"Automation Anywhere is reasonably priced because it can sustain us for a long period."
"The solution is costly and the licensing is very confusing."
"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."
"They're very flexible around pricing and licensing."
"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
No data available
Construction Company
22%
Comms Service Provider
9%
Outsourcing Company
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
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)
No data available
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

Demo not available
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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
Oakwood Systems Group
Find out what your peers are saying about Agiloft Service Desk Suite vs. Serviceaide ChangeGear and other solutions. Updated: August 2026.
909,099 professionals have used our research since 2012.