Agiloft Service Desk Suite vs ServiceNow comparison

Why PeerSpot?

Agiloft and ServiceNow are both solutions in the Help Desk Software category. Agiloft is ranked #43, while ServiceNow is ranked #1 with an average rating of 8.6. Additionally, 100% of Agiloft users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

ServiceNow and Agiloft Service Desk Suite compete in the IT service management solutions category. While ServiceNow has widespread adoption and notable capabilities, Agiloft's flexibility and customization offer superior value for many users.

Features: ServiceNow's robust incident management, change management, and asset management are key highlights, with strong integration capabilities and advanced workflow automation. Agiloft provides highly customizable workflows and excels in contract management features, offering adaptable solutions across various industries and versatile configurability for tailored needs.

Ease of Deployment and Customer Service: ServiceNow typically requires a complex setup but offers extensive documentation and support for organizations with sophisticated IT needs, making it more suited to larger enterprises. Agiloft provides a straightforward deployment model, delivering a smooth onboarding experience with accessible support, favoring those valuing efficient implementation.

Pricing and ROI: ServiceNow generally has higher upfront costs, with significant ROI over time due to expansive capabilities for large enterprises. Agiloft's pricing model is budget-friendly with a quicker ROI, thanks to its flexibility and lower initial investment, appealing to cost-conscious buyers without losing essential functionalities.

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

Buyer's Guide

Agiloft Service Desk Suite vs. ServiceNow

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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Hemanthreddy Vakiti

Data Engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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 found that Automation Anywhere was the easiest to use, and their offer was much more appealing compared to the other products, so that's why we ended up choosing them."

"I think most of the keystroke level activities that users used to do in probably the last five years is now taken care completely by Automation Anywhere and similar RPA providers."

"It is easy to use and deploy."

"It has taken a lot of manual Excel manipulation that we have previously did, and removed that work away from people who did that for ten hours a day, five days a week, allowing us to refocus our resources into more value-add activities and simplifying our landscape."

"When I compare it with other RPA tools, Automation Anywhere seems pretty good. It's a user-friendly tool. Anyone can easily understand it. If there is an error, you can easily debug it from the developer level. In Automation Anywhere, the error handling happens in the easiest way. In case of an error, we send an email. It's not too difficult code to understand. There's only beginning and ending error handling, which is easy to understand."

"We work in the business process outsourcing arena, it has improved our organization mainly around freeing up people to do other things and that can be quite large numbers, in the high tens, even hundreds of people that can be freed up to do other work."

"The solution's primary benefit is improved efficiency. Automation Anywhere enabled us to enhance many processes that were previously done manually. It helps save time while improving compliance by keeping the data clean. We've also increased visibility for our end-users because we use the data from Automation Anywhere to build dashboards."

"The most valuable feature of this solution is the automation of manual tasks, which save us time."

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."

"I recommend ServiceNow due to its stability and good security."

"The solution helps us to collaborate and it's great that it is knowledge-based."

"It's great to do statuses or to review tasks."

"From an initial setup perspective, it is very simple."

"I have been on four or five separate ITSM systems and ServiceNow has been the best."

"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."

"It is robust and very user-friendly."

"Identifies better ways to license software or eliminate unused software to save money and maintain a choice between buying more licenses or reclaiming licenses to stay within compliance."

More ServiceNow pros

Cons

"The Control room audit logs should be moved to an archive for those that are more than six months old."

"The learning curve for Automation Anywhere is steep, especially for advanced features like IQ Bot and API automation, which require technical expertise."

"The bot creation process is straightforward in some ways and complicated in others. You can get your initial stuff laid out really quick, but then putting in your exception handling is more time consuming."

"Scalability has been a pain point; the scalability is there, but there are ongoing operational issues with it."

"We looked at the Bot Store initially and didn't find much."

"Investment effect is almost none, unfortunately."

"Automation Anywhere could improve by incorporating better integration with DevOps."

"I suggest increasing assistance from support personnel."

More Automation Anywhere cons

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

"I have a problem with the way the solution's price is calculated."

"We are not supposed to access outside our network."

"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it."

"The customization that we are doing for the needs of our organization are difficult to do and could be improved."

"Probably the backlog organization could be a little bit easier in terms of transversality between different squads."

"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."

"I find ServiceNow to be a little bit clunky."

"ServiceNow might need to improve its capabilities to integrate with third-party tools."

More ServiceNow cons

Pricing and Cost Advice

"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."

"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."

"The licensing cost for Automation Anywhere is high."

"I think the solution's pricing is reasonable."

"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."

"The Community Edition is a good offering from the company."

"The solution is costly and the licensing is very confusing."

"It's a bit expensive compared to other RPA tools on the market."

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."

"The solution is expensive."

"Certainly, from a product-platform perspective, the price is not too bad."

"I have found the solution very expensive."

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"ServiceNow's pricing is comparatively higher than Helix's."

"The price of this solution is expensive."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

No data available

Manufacturing Company

10%

Financial Services Firm

10%

Outsourcing Company

Government

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	57
Midsize Enterprise	35
Large Enterprise	179

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...

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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.

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Ask a question

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

JIRA Service Management vs Agiloft Service Desk Suite

Compared 27% of the time

Zendesk vs Agiloft Service Desk Suite

Compared 17% of the time

Serviceaide ChangeGear vs Agiloft Service Desk Suite

Compared 10% of the time

Spiceworks vs Agiloft Service Desk Suite

Compared 10% of the time

Clarity SM vs Agiloft Service Desk Suite

Compared 7% of the time

More Agiloft Service Desk Suite Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 7% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 3% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

September 2026

Download Agiloft Service Desk Suite product report

Buyer's Guide

ServiceNow

September 2026

Download ServiceNow product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Agiloft

Demo not available

ServiceNow

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

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

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

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Buyer's Guide

Agiloft Service Desk Suite vs. ServiceNow

September 2026

Free Report: Agiloft Service Desk Suite vs. ServiceNow

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