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Alemba Service Manager vs Serviceaide ChangeGear comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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
660
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)
Alemba Service Manager
Average Rating
7.4
Reviews Sentiment
6.3
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (34th)
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.
reviewer1099623 - PeerSpot reviewer
ICT Analyst at a energy/utilities company with 5,001-10,000 employees
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
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

"Automation Anywhere is scalable and capable of adapting to any new requirements and technologies."
"We work on SAP as well as many other internal platforms, and this solution can very easily be moved between them."
"With Automation Anywhere, they receive their financial statements while still on the call."
"With Agentic capability, you can actually do those things; it has memory, it has access to tools, and it can do the job on our behalf as opposed to just telling us what to do."
"With the cash flow generated just on the one bot we had operating, it's paid for itself in the first month."
"Automation Anywhere is a tool that I love! I am quite happy using this tool and there are no features or commands that I have found to be missing that should be added."
"Overall, Automation Anywhere is a very user-friendly and easy-to-use tool, and if clients are looking to implement automation into their business, I would definitely recommend Automation Anywhere over other tools because it is well-suited for their purposes and can be easily utilized."
"Security is a top priority for us. To be allowed to automate different processes, we need to have a good set of controls around who is allowed to do what, and what credentials people can and can't use. It allows us to manage access make sure that we have full control."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"Incident Management is the most valuable feature of the solution."
"The workflow is very good, as well as customizable."
"From the time we started using vFire, we were able to ensure continuity tracking of Service Tickets (incident and request fulfillment-related)."
"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 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."
"This is really easy solution to scale up and get get going to add new catalog items."
"CA Technologies support is excellent."
"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."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
 

Cons

"I suggest increasing assistance from support personnel."
"There are a lot of issues in the tool. There are a lot of breakdowns."
"Automation Anywhere is not fully compatible with browsers other than Internet Explorer while working with web extraction."
"I think it is a little bit of an ongoing struggle, because we don't deal with the infrastructure. We have a separate infrastructure team that sorts all that out. So, sometimes there are communication issues just trying to get our internal IT team onboard to run through the installs and that sort of thing. But, definitely with the new cloud version coming onboard, we'll be looking toward going to that. Hopefully it'll resolve some of that friction that comes about through the install process and complexity."
"In terms of speed in Automation Anywhere, I feel it is taking a slightly longer time."
"OCR technology could be more inclusive by offering a wider range of supported languages, as its current selection is limited."
"The overall product in Automation Anywhere is good, but they need to improve a little bit on the overall architecture side."
"The analytical dashboard in the Control Room could use some improvement."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The product should improve its ability to integrate with third-party tools."
"We had issues with the user interface, the way it was structured wasn't that user-friendly."
"The reporting needs to be improved."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"Importing data with relations is difficult and could be better."
"Flexibility to customize."
"Usability for IT analysts could be improved."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"It loses points because it’s not GUI enough, too code-y."
 

Pricing and Cost Advice

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."
"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."
"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"We save approximately 10,000 hours per year."
"The certifications are free of cost."
"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."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"The product is much cheaper than ServiceNow."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Government
16%
Construction Company
10%
Comms Service Provider
10%
Energy/Utilities Company
6%
Construction Company
21%
Outsourcing Company
10%
Comms Service Provider
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
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)
vFire
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
Oakwood Systems Group
Find out what your peers are saying about Alemba Service Manager vs. Serviceaide ChangeGear and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.