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Cherwell Service Management vs Samanage 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
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)
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)
Samanage
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
Help Desk Software (25th), IT Asset Management (18th), IT Service Management (ITSM) (25th), License Management (8th)
 

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.
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

Quotes from Members

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

Pros

"Automation Anywhere helped me achieve my automation goals as it reduced turnaround time, cost, human intervention, and increased overall satisfaction levels for our customers."
"It saves time. It has saved 4,000 to 5,000 hours for one large complex process."
"I have been using this solution for a while now, and I think that it is a very good platform."
"IQ Bot is a valuable feature. It processes unstructured data to structured data. It helps me by making tasks less time consuming. It reduces the effort it takes versus manually."
"Unattended use is its most valuable feature."
"The infrastructure that Automation Anywhere has created is really simple; compared to other tools such as Power Automate, it is more user-friendly and faster."
"This solution has gives us greater employee satisfaction because manual recurring work has been reduced."
"While RPA is the cutting-edge technology to bring digital transformation, the RPA as a service will reduce costs and increase efficiency with ease of deployment, less maintenance, and cheaper upgrade costs."
"The dashboard is very useful to get a quick overview of current tasks."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"All our activities are carried out in the one place."
"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."
"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."
"We use the solution every day and quite extensively."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
 

Cons

"The scheduling is a little difficult at times."
"The implementation process is complex, as there is integration with other applications."
"We are still looking into some of its current capabilities, like IT Bot."
"They should do more on the cognitive side."
"I would definitely say Citrix automation is one area we have continued to struggle with for the last two months."
"Support is not very satisfactory."
"We had a major issue when it came to single sign-on. We couldn't get it working. There was a bug in Automation Anywhere that eventually got solved just a few weeks back. However, we have not implemented it. We have had hiccups with the single sign-on, but otherwise it was a smooth setup. We are not using single sign-on because of this bug."
"It would be great if they could do more third-party Salesforce integrations into the RPA side, which would be helpful."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Access is only available if we're on VPN."
"The solution could be more user-friendly."
"The support from the actual manufacturer is poor."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"The stability, specifically in the on-premises deployment model, could be improved."
"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
"There are definitely areas for improvement, but so far, so good."
 

Pricing and Cost Advice

"Our costs are approximately between $5,000 to $10,000 per license."
"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."
"Automation Anywhere is flexible in terms of costing and licensing."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
"The setup cost for this is onetime and licensing is based on your choice of product."
"We have seen about a 10 percent monetary savings."
"Automation Anywhere is affordable."
"Licensing costs range from $50,000 to $200,000."
"For an ITIL user, the cost is probably about 50 bucks a month."
"It is expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Construction Company
12%
Healthcare Company
9%
Computer Software Company
8%
Manufacturing Company
8%
Construction Company
17%
Comms Service Provider
9%
Financial Services Firm
9%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
No data available
No data available
 

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)
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Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about Cherwell Service Management vs. Samanage and other solutions. Updated: August 2026.
908,858 professionals have used our research since 2012.