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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
641
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 (1st), 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

"AA has improved our organization in a positive manner."
"The development of the company from Automation Anywhere V11 to a2019 was valuable. I found many important and new features, like changing the way we write code and programming. It became much easier and very flexible in version 2019A. It became very easy to use and the recording was also good. Excel became very good too."
"Automation Anywhere has not only my organization but several customers as well, particularly the organizations from the automobile industry, benefitted in their vision to transform their business objective towards the path of digital transformation."
"When it comes to financials, Automation Anywhere has done amazing work in ensuring not only the speed and accuracy of the bot, but also the compliance and error controls through which the bot executes the job at very high satisfaction and tolerance levels."
"Of the bots which work, they have automated three of the most time consuming tasks and completely freed up one person to do real work."
"Document automation has been phenomenal."
"Automation Anywhere has positively impacted my organization by providing a lot of hours and dollars saved for many business teams across the company, and it helps spark ideas for people to look at their own business processes and learn how to automate them from end to end."
"Features such as MetaBot and IQ Bot are very advanced and capable as compared to reading PDFs using OCR."
"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%."
"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."
"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."
"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."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"CA Technologies support is excellent."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"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."
 

Cons

"I would like to have a bot as a service platform on AA Cloud."
"It can be a challenge for a developer, as it limits what they can do."
"New versions keep coming up. The challenge for us is to have the downtime to do the migrations."
"While the ease of use for non-tech users is good, it could be improved."
"I am not technically inclined, and it involves many steps for a process to function properly. It requires a lot of work initially to design and develop a process. I find it somewhat challenging. If you take time to understand it, it's not too difficult, but it seems complicated at the beginning if you're not a technical person."
"The technical support has been a little slow to respond to our inquiries."
"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."
"The version that we are using has been difficult for us to code. As changes are very frequent, we have to make sure the code can be updated automatically so we don't have to make a change every time a user makes a change. Then, the user doesn't have to update us and we don't have to push a change to production. We have found a workaround with the help of the Automation Anywhere support people for this."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"Their service management application needs a lot of work."
"It loses points because it’s not GUI enough, too code-y."
 

Pricing and Cost Advice

"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."
"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."
"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."
"There is an annual subscription for Automation Anywhere."
"There is an annual license to use the solution."
"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"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%."
Information not available
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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
18%
Comms Service Provider
9%
Financial Services Firm
8%
Religious Institution
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
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
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
Oakwood Systems Group
Find out what your peers are saying about Agiloft Service Desk Suite vs. Serviceaide ChangeGear and other solutions. Updated: June 2026.
902,417 professionals have used our research since 2012.