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Cherwell Service Management vs GLPI by Teclib 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
646
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)
Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (26th)
GLPI by Teclib
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
7
Ranking in other categories
IT Service Management (ITSM) (9th)
 

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.
Thobile Moeketsi - PeerSpot reviewer
Senior Manager at Sasria SOC Ltd.
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Dexter De Torres - PeerSpot reviewer
ITSM Manager at Stratpoint Global Outsourcing, Inc.
Simple to use and very easy to deploy
For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365. If you are not concerned about aesthetics, it is a fine tool. It is a good tool if you are more focused on the functionality. There are some bugs in the tool because it has a lot of features. Correlating all of the features can sometimes cause the tool to fail. If you create a ticket and then link it to an asset, there can arise some issues, but with support, one can customize and fix the issues in the product. The cost of the tool is an area of concern since it is 19 Euros per agent for a month. If your help desk team is of ten people, then you can multiply 19 Euros by ten people. The updates will be automatic if you get the tool's cloud version, but for the free version, you need to learn how to manage or administer Linux, PHP, and Apache because you will be updating the system manually. The updates are available, but you need to ensure that you have a test environment first before you apply it to the production environment because sometimes the updates mess up the data. I need to have a test environment first before loading it, but aside from the system, you also need to update the OS, PHP, and the web server itself. A lot of administrative tasks are needed if it is the free version, but for the cloud, you just use the product.

Quotes from Members

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

Pros

"Automation has helped us improve productivity in that it first of all saves time, and because of the automation we are able to eliminate human errors, so it is really good for improving our productivity and has helped us a lot."
"The majority of Indian companies are showing a lot of interest in recruiting students who are trained in this Automation Anywhere RPA tool."
"IQ Bot has been one of the top-notch solutions that I have seen in the OCR field, which covers a lot of the areas where we can transition unstructured data into structured data."
"This is the right platform and choice, as every business needs to be at this pace and cannot ignore automation if you really want your company to get to the next level and be at par with competitors."
"The solution helps with reducing operational costs, which can be reduced by up to 30% to 40% in savings in terms of operational cost."
"My experience with the deployment of the solution is positive; it's fast, and we have not encountered any problems related to that."
"We are using it to backfill a lot of our resources who are retiring, so we are hiring less people as we go."
"I would recommend using this product; it is very useful, we can automate anything through it, there is much flexibility, and it provides a robust mechanism, which is good."
"The dashboard and the reporting functionality are the solution's most valuable features."
"All our activities are carried out in the one place."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The most valuable features are problem management and change management."
"We use the solution every day and quite extensively."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features of GLPI are asset management, asset tracking, asset reporting, and ticket management. We use it as a configuration management database (CMDB), which is very useful for impact assessment and change management. The license management feature is also beneficial because it is bundled with asset management. When an agent reports a certain set into the database, all the software running on that host or server is assessed, collected, and reported. This makes license management very useful. Since implementing GLPI, we've noticed that our IT operations are more stable. The tool allows us to manage changes in the environment more effectively by creating change requests for assets. GLPI supports our processes, allowing us to organize IT operations with custom forms and workflows, making it quite flexible. Although the deployment is still in progress, we see significant benefits in organizing our IT processes with this tool."
"The product is user-friendly."
"The best feature for me is the power of customization, allowing us to add extensions from each place of GLPI."
"GLPI helps with tracking device assets. For example, when I assign a laptop to an employee, the GLPI agent installed on the client device gathers detailed information about it."
"The product is very easy to deploy."
"The most valuable features of GLPI are its ITSM capabilities, including ticketing, automatic tasks, plugins, and notification systems."
"The tool's most valuable features include UI, visualization, and data scraping."
 

Cons

"There were times in the past where through submitting a ticket for support, it seemed that some of the engineers who were helping me did not understand the product that they were supporting. That felt difficult because I felt I was almost explaining the product to the company."
"Improvements that can be made are: It should be easier to automate tasks on a virtual machine that uses a different environment altogether."
"I believe Automation Anywhere needs to improve on product quality. Sometimes it has intermittent issues."
"The approval process needs improvement."
"Since Automation Anywhere's Japan office was only recently opened, it seems the support has not been as good as support for other package applications."
"A standardized improvement area for any RPA tool is making it more user-friendly. This can be done by allowing users to give instructions in their language. For example, one should be able to say in his or her language to automate the login page of the XYZ application. It should be able to create a flow based on the information or screenshots that the user provides."
"They will need much more support, because it is a new thing and it’ll never fail because of productive partners. It will fail if people on the “gemba” don’t adopt it."
"I would like to see a lot around API integration going forward, like the ability for other systems to talk to the AI better by opening it up. I would like to see more chatbots or anything in the journey of making it truly immersive for human workers working with these bots."
"Access is only available if we're on VPN."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Agile delivery should be supported."
"The support from the actual manufacturer is poor."
"The solution could be more user-friendly."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating some failure in network communication with the server."
"A stringent plugin management would benefit GLPI. You can extend GLPI with many plugins, but plugin development is handled by individuals worldwide. Since it's an open-source solution, plugins are developed independently, and you never know which plugin is compatible with your version of GLPI. I would suggest that the developers focus more on plugin management to ensure plugins are more consistent and compatible with most versions of GLPI. Currently, you always have to check if a plugin works with your GLPI install, which can be inconvenient."
"The solution has occasional lags and glitches."
"I've encountered some issues with GLPI. The official documentation on the GLPI website recommends using PHP version 8.3, but it used to recommend PHP version 8.2."
"The stability of Windows OS could be enhanced."
"The solution must be more flexible."
"For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365."
 

Pricing and Cost Advice

"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."
"Currently, it stands as one of the more expensive RPA tools available."
"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 sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."
"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."
"The price is a little bit high but the support is good."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."
"For an ITIL user, the cost is probably about 50 bucks a month."
"The solution's pricing is reasonable."
"I have used the tool's open-source version...GLPI Network Cloud is 19 Euros per month. It comes with one agent only, but if you use the IT asset management part, it is unlimited."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
11%
Computer Software Company
9%
Manufacturing Company
9%
Energy/Utilities Company
8%
University
11%
Manufacturing Company
10%
Comms Service Provider
8%
Construction Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise538
No data available
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise3
Large Enterprise1
 

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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What needs improvement with GLPI by Teclib?
One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to...
What is your primary use case for GLPI by Teclib?
I work directly with some customers, and, in general, consumers. We attend to some people, however I mostly attend di...
What advice do you have for others considering GLPI by Teclib?
Each company should start by exploring GLPI, understanding its features and extras they can use.
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
Information Not Available
Find out what your peers are saying about Cherwell Service Management vs. GLPI by Teclib and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.