No more typing reviews! Try our Samantha, our new voice AI agent.

HaloITSM vs SCSM comparison

Why PeerSpot?
Sponsored
 

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
6.8
Number of Reviews
666
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 (2nd), AI Procurement & Supply Chain (1st)
HaloITSM
Average Rating
9.0
Reviews Sentiment
7.8
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (25th)
SCSM
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
Help Desk Software (14th), IT Service Management (ITSM) (16th)
 

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.
Ian MacFarlane - PeerSpot reviewer
Owner at Elifiatek
Codeless with no customization required and excellent pricing
We have just displaced a ServiceNow installation, which is a major win. We have become partners with Halo and reduced our partnerships with other enterprise ITSM providers. We've actually become partners with Halo, and we've got rid of our partnership with Ivanti ITSM. It's a real market changer, for sure.
LuisSanchez3 - PeerSpot reviewer
Director Metropolitano de Gobierno Digital at a government with 10,001+ employees
Current setup enables smooth problem-solving but lacks comprehensive guidance and local support
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

Quotes from Members

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

Pros

"On a scale of one to ten, I would rate Automation Anywhere a nine."
"Automation Anywhere offers valuable features, including command packages for PDF, Windows, XML, and Excel, as well as universal recording capabilities."
"Simply tagging variables used in the bot, can provide automated real-time dashboards that are presentable to management showing them a complete view of how the bots are performing."
"In most of the use cases, both time and cost are being saved, which is the reason they are using these automations."
"AA allows you to create processes using 3 types of robots: Task Bot, Meta Bot, and IQ Bot. Instead of rewriting redundant code for processes, a meta bot can be used instead. This type of robot is best used for complex scalable processes. IQ Bot: The most powerful of the 3 types of robots is the IQ Bot."
"AA is a global market leader and the best RPA software to go with, in all aspects."
"It is very user-friendly. Nobody has to sit down and work on coding. We have a drag and drop option where anybody can understand it."
"There are more valuable features with the updated solution; now they have both the list view and the flow view, they have increased some features in terms of data types, they now have good usage of the data table and have added variable types, and it's convenient."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The most valuable aspect is that is is codeless."
"The product’s UI is very good."
"This solution is easy to use."
"The integration of the whole Microsoft suites is awesome, a very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"System Center Service Manager is a good product, and it is very easy to use."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"Microsoft System Center Service Manager is a good product; it seems very easy and is better than most of the other solutions, which often have only a few features and cannot do what Microsoft can do."
"It is an amazing solution but the pricing could be improved to be a little more competitive."
"Improved time management, all the details logged (nothing missed), roles and responsibilities in tool are set according to policy/procedure."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
 

Cons

"With Oracle, Blue Prism was easier and a little bit more stable than Automation Anywhere. Even with ServiceNow, the automation was very unreliable. It did not work as expected."
"With Automation Anywhere, it took us a bit of time to stand it up initially. We tried to do it in a virtual environment, which caused us a bit of headache. It could have been smoother in this aspect."
"Technical support is not very good and they sometimes promise what they cannot deliver. They promised us that they would implement multitrigger and according to sources delivery of that functionality is not in their plans."
"We have had some quirkiness happen when integrating the Automation Anywhere with other solutions, such as weird Excel issues or temperamental legacy system issues."
"We have had some difficulty with ease of use. In addition, we have had some difficulties getting it to interact in predictable ways with our in-house software."
"The main problem that I have with Automation Anywhere is the support. When I have problems that I cannot solve by myself, it is hard to achieve a good result with support. Language is another issue."
"Automation Anywhere's UI is difficult. Its user interface can be improved."
"When I post questions, I seldom get answers fast, and when I do, there are inconsistencies with the existing documentation."
"The product does not have its own orchestration engine."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"I would like to have the ability to integrate with other systems from the back-end. I am using Orchestrator and it is a little bit difficult because there are too many constraints."
"They need more integration with open-source products."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."
"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."
"Service Manager is not doing very well because, for example, there is no default web application and in order to use Service Manager we have to use the desktop console which is a disadvantage."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
 

Pricing and Cost Advice

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"The licensing needs to be made simpler or shortened."
"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."
"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."
"Automation Anywhere University is pretty good. They make it available free for everyone."
"Licensing costs range from $50,000 to $200,000."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
"The product’s pricing is competitive and less complicated."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
"The pricing is reasonable."
"The price should be lower."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"The license for SCSM is cheap."
"It is an expensive solution."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"Licensing can be complex and confusing."
"It is a lower price vs. other things on the market."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
915,341 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
Government
12%
University
11%
Manufacturing Company
8%
Healthcare Company
8%
Construction Company
13%
Outsourcing Company
12%
Government
12%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
No data available
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise6
Large Enterprise14
 

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
Earn 20 points
What is your experience regarding pricing and costs for SCSM?
I am not sure about the pricing as I do not have experience with it.
What needs improvement with SCSM?
More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...
What is your primary use case for SCSM?
In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint...
 

Comparisons

 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
NetHelpDesk
System Center Service Manager
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.
Fibabanka, UMC Health System
Find out what your peers are saying about HaloITSM vs. SCSM and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.