Infraon Desk vs SCSM comparison

EverestIMS and Microsoft are both solutions in the IT Service Management (ITSM) category. EverestIMS is ranked #29, while Microsoft is ranked #14 with an average rating of 7.0. Additionally, 100% of EverestIMS users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SCSM and Infraon Desk are competing products in the IT service management market. Infraon Desk appears to have an advantage due to superior features that justify its cost, despite SCSM's favorable pricing and support.

Features: SCSM offers incident, problem, and change management, alongside automation capabilities integrating seamlessly with Windows environments. Infraon Desk provides cross-platform compatibility, advanced reporting and analytics tools, and customizable dashboards integrated with third-party applications, plus comprehensive asset and inventory management.

Ease of Deployment and Customer Service: SCSM has a complex deployment model with strong integration with Microsoft products, possibly extending deployment times. Infraon Desk offers streamlined, cloud-based deployment with efficient onboarding and readily accessible technical assistance, enhancing customer satisfaction and quick adaptation.

Pricing and ROI: SCSM is noted for lower setup costs, appealing to organizations using Microsoft solutions. Infraon Desk has higher pricing reflecting value due to extensive features and flexibility. The ROI for Infraon Desk might be quicker due to features that streamline operations and quick problem resolution, highlighting the value despite the initial cost impact.

To learn more, read our detailed Infraon Desk vs. SCSM Report (Updated: June 2026).

Buyer's Guide

Infraon Desk vs. SCSM

June 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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reviewer1621719

IT Service Delivery at a tech services company with 1,001-5,000 employees

Customizable, easy to manage using a single dashboard, but the features in my version are quite basic

Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy. All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing. The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.

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LuisSanchez3

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.

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Quotes from Members

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

Pros

"The bot creation process is easy, manageable, and everything is well-organized for a developer. Everything is centralized."

"We've saved a lot of time. How much time we save depends on the process. It's likely at least 50%. Sometimes, it's up to 70%."

"The biggest benefit of Automation Anywhere is that it makes our processes error-free. Accuracy is how you build efficiency within the system and increase productivity."

"The technical support is fine. As soon as we raise an issue, we can get the technical support that we need. They provide the solutions to our issues."

"Bot Runner - The Bot Runner is the machine where you run the bot. You could have multiple bots running in parallel. You only need the Run License to run the bots. The bots report back the execution logs/pass/fail status back to the control room."

"The digital worker is interesting."

"My company uses AA extensively for internal BPO work as well as we refer and deploy it to the customer as a RPaaS model, helping increase productivity, reduce overall operational costs, and deliver fewer errors while proving to be a reliable workhorse during the COVID situation."

"So far, the organization has 20+ bots, which has generated more than $50K of ROI."

More Automation Anywhere pros

"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."

"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."

"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."

"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."

"This product has helped our organization by allowing people to connect with each other."

"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."

"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."

"This solution is easy to use; you don't have to create a new process."

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

"It is an amazing solution but the pricing could be improved to be a little more competitive."

"With integration capabilities with the other system centers like SCCM and SCOM, for example, we are able to build a robust CMDB configuration management database, and overall, most customers just prefer the product."

"I like the reporting service, as SCSM has a good reporting service and analysis service for analysis requests."

More SCSM pros

Cons

"20 percent of the bots need to supervised because sometimes errors occur during the run. Most of the errors that I have encountered have been because the object cloning did not capture the buttons properly."

"There are improvements needed in error handling processes, as currently, they rely on start and end error commands."

"IQ Bot has some limitations that should be improved in future releases."

"However, maybe because this is a new version with a change in platform, it still has some bugs."

"As of now IQ Bot only takes/fetches the record of the places that we have marked. e.g. Invoices fields that are dynamic in nature are very difficult to fetch the data from the scan copy. If this feature gets added, it will save a lot of time for developers."

"We don't have an ROI in any of our processes. We are just trying it out now to see if it works. We haven't had any savings yet. We have been putting more time in than saving time at this point."

"One of the important drawbacks of Automation Anywhere is that it needs to be able to show the automated process as a single flowchart."

"The Recorder action in the A2019 Community edition is not supported."

More Automation Anywhere cons

"Better connectivity and integration with more collaborative platforms would be helpful."

"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."

"The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before."

"Mobile application integration would be an improvement."

"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."

"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."

"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it."

"They need to improve their support. When you cannot support the company that has your solution people will start to jump to another company that has a similar solution where somebody can support them if they have a problem."

"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."

"Look around as there are a lot of better solutions!"

"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."

More SCSM cons

Pricing and Cost Advice

"Time-wise: We have saved hundreds of thousands of hours."

"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."

"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."

"We have a few licenses. They cost roughly $10,000 each."

"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."

"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."

"There is an annual subscription for Automation Anywhere."

More Automation Anywhere pricing and cost advice

"The price of this solution is reasonable and it was well within my budget."

"The pricing model is very competitive."

"The price should be lower."

"The license for SCSM is cheap."

"It is a lower price vs. other things on the market."

"The pricing is reasonable."

"The platform is competitively priced."

"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."

"I would rate the pricing as two out of five."

"Licensing can be complex and confusing."

More SCSM pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

No data available

Construction Company

14%

Government

11%

Financial Services Firm

11%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

No data available

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

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...

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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...

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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 is your experience regarding pricing and costs for SCSM?

I am not sure about the pricing as I do not have experience with it.

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What needs improvement with SCSM?

More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...

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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...

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

May 2026

Download Infraon Desk product report

Buyer's Guide

SCSM

May 2026

Download SCSM product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Everest Service Manager

System Center Service Manager

Interactive Demo

Automation Anywhere

Demo not available

EverestIMS

Demo not available

Microsoft

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Infraon Desk presents a robust IT service management system designed to optimize business processes through a comprehensive set of features tailored to meet modern IT service demands.

Infraon Desk delivers an advanced ITSM platform that aims to improve IT service management efficiency through automated workflows, customization options, and intuitive design. It helps organizations in managing IT assets and streamlining processes with minimal manual intervention. With capabilities like incident management, change management, and asset tracking, it supports organizations in maintaining a high level of operational efficiency.

What are the key features of Infraon Desk?

Incident Management: Quickly address and resolve incidents to minimize downtime.
Change Management: Control IT changes with structured processes.
Asset Tracking: Efficiently manage IT assets throughout their lifecycle.
Automation: Automate repetitive tasks to save time and reduce errors.
Custom Reporting: Generate reports to gain insights into IT operations.

What benefits should you look for?

Cost Efficiency: Reduce IT operational costs with streamlined processes.
Enhanced Productivity: Boost team productivity through automation and process optimization.
Improved SLA Performance: Maintain higher service levels with effective incident and problem management.
Scalability: Easily scale IT services to accommodate business growth.

Infraon Desk serves industries such as healthcare, finance, and manufacturing, where reliable IT service management is crucial. Its flexible deployment options and adaptability make it a suitable choice across different industry domains, ensuring tailored solutions that align with specific industry requirements.

EverestIMS

SCSM integrates with Microsoft tools, offering robust ticketing, incident management, and a scalable architecture. It automates orchestration tasks, provides comprehensive reporting, and enhances IT environments through SCCM integration, supporting various service management needs.

SCSM is known for integrating well with Microsoft suites and is valued for its ease of use and scalable design. Organizations utilize its capabilities for managing customer service, system deployments, and ticket handling. Its essential components include activity management, remote access, and comprehensive security updates. However, improvements are needed in areas such as integration with Azure and open-source tools, simplicity of the self-service portal, mobile support, and reporting complexity. Despite these challenges, many rely on SCSM for IT operations management, HR onboarding, and cloud functionality integration.

What are the most valuable features?

Seamless Microsoft Integration - Easily connects with Microsoft suites
Robust Ticketing - Efficient management of tickets and incidents
Scalable Architecture - Adapts to increasing demands and growth
Automated Orchestration - Streamlines various IT scenarios
Comprehensive Reporting - In-depth insights and analysis
Activity Management - Coordination of tasks and operations
Security Updates - Ensures systems remain protected
Easy Learning Materials - Accessible and straightforward resources

What benefits and ROI should users look for?

Enhanced Efficiency - Improved ticketing and incident management
Cost Management - Optimal use of IT resources and budgeting
Flexibility - Supports both cloud and on-premise deployments
Risk Reduction - Security updates and management features
Strategic Insights - Customized reporting for informed decisions

SCSM finds application in industries ranging from IT service management to HR onboarding and system administration. Enterprises use it for remote assistance, device management, and patch management, while some leverage its cloud capabilities. This broadens the scope of how IT operations are supported and managed effectively in different settings.

Microsoft

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

Fibabanka, UMC Health System

Buyer's Guide

Infraon Desk vs. SCSM

June 2026

Free Report: Infraon Desk vs. SCSM

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