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Cherwell Service Management 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
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)
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) (24th)
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.
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.
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

"Features like reusing each and every piece of code for things such as login scripts and data extraction scripts helped us to speed up the implementation of PoC for the client."
"We have received 70 percent optimization using this solution."
"Be it a Windows application, a web application, or a legacy tool, Automation Anywhere is able to achieve automation on these technologies seamlessly."
"In my case in particular, I come from a business background, not an IT background. So, it sort of speaks for itself that I was able to pickup its functionality and how it works. In the space of two years time, I've gone from a junior developer to a senior specialist. So, it really speaks for itself in terms of being user-friendly."
"We automated these processes so they will be processed automatically, and users will get the end result for validation—it is basically time-saving for them."
"Automation Anywhere has and continues to help us deliver multiple complex and very complex use cases in record time."
"It can be used for customer service support, data extraction, data migration, and software installation."
"With Automation Anywhere you can read and extract CSV data easily. You don't need multiple commands to read it."
"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."
"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."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"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."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"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."
"The ability to add Additional Information Screens on the fly."
"This is really easy solution to scale up and get get going to add new catalog items."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
 

Cons

"One thing I learned with Co-Pilot is that it is very static. For instance, when dealing with tables and their headers, I must program them in a form. If my build changes, I have to return to my form and update the table titles. Features like looping are missing from Co-Pilot."
"AA sometimes poses compatibility problems with new web browser versions like Chrome."
"Some of the machine learning (ML) components are still in development. They deployed many of them, but they are doing some improvements on the machine learning part."
"When comparing the code under version checks, although there is a change done, it doesn't say so because the change is done at the variable level and not in the line of code."
"For beginners learning Automation Anywhere, there should be predefined templates to start creating a task bot. Instead of dragging and dropping action commands and doing error handling, there should be predefined templates that they can directly use."
"I'd like to see the stabilization of Co-Pilot and integration with multiple products... In the future, I will require integration with SAP Oracle, Atlassian, and Service Now. The contact center vertical is important..."
"For assisted automation, the AA bot needs the facility to be triggered through an application interface after collecting input from the user."
"I would like to have the ability to schedule bots by whichever one is available."
"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."
"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."
"Agile delivery should be supported."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"Access is only available if we're on VPN."
"Usability for IT analysts could be improved."
"Flexibility to customize."
"It loses points because it’s not GUI enough, too code-y."
"Importing data with relations is difficult and could be better."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
 

Pricing and Cost Advice

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."
"Roughly, as of today, it is around $250,000 annually."
"I would rate the cost an eight out of ten, with ten being the highest cost."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"
"It is reasonable, but it can always be a little bit cheaper."
"Automation Anywhere is expensive, making it more suitable for enterprise organizations."
"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."
"For an ITIL user, the cost is probably about 50 bucks a month."
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%
Construction Company
12%
Computer Software Company
10%
Manufacturing Company
10%
Healthcare Company
9%
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.
Ask a question
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Ask a question
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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
Ausenco, Highlights for Children, B/E Aerospace
Oakwood Systems Group
Find out what your peers are saying about Cherwell Service Management vs. Serviceaide ChangeGear and other solutions. Updated: June 2026.
902,588 professionals have used our research since 2012.