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Ivanti ITSM vs Serviceaide ChangeGear comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Sep 2, 2026

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
661
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)
Ivanti ITSM
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
19
Ranking in other categories
Help Desk Software (11th), IT Service Management (ITSM) (11th)
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) (26th)
 

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.
Rajat_Srivastava - PeerSpot reviewer
Manager - Technical Support at a tech vendor with 10,001+ employees
Has helped streamline ticketing and change management while offering clear documentation support
Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.
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

"Automation Anywhere has had a huge impact in my organization, especially in saving time and compliance-related process automation by reducing errors drastically and ensuring quick processing of requests with proper logs available for the audit team."
"The initial setup was straightforward. It is a very guided experience: out-of-the-box with Automation Anywhere University training."
"The features of the Automation Anywhere bot bring us the ability to develop automations to production quickly."
"I like all of the product features, but I mostly like to work with IQ Bots because they have cognitive automation capabilities."
"One of the notable benefits we've realized from Automation Anywhere is a significant reduction in errors when processing data, which improves both revenue accuracy and operational efficiency."
"From what I have seen with the IQ Bot, it is very impressive and I think it is going to solve a lot of problems that we face right now."
"We are using it for scripting, and it is end user based with screen captures. It is a bit easier to use than any of the other tools out there."
"Automation Anywhere lets us do that, as users can develop the bots by themselves."
"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."
"The integrations are quite simple and clear."
"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."
"My advice to others considering Ivanti Neurons for ITSM is that it is a good platform to obtain comprehensive help in one location, and users can utilize this platform comfortably."
"HEAT Service Management is a great tool for assets, service desk, and customer service management."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The solution's installation depends on its customization. It is easy."
"The ability to add Additional Information Screens on the fly."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"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."
"CA Technologies support is excellent."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
 

Cons

"We did face some issues last year when there was an upgrade in Automation Anywhere control room, and at that time our web application automations were failing."
"Cloud API vision and OCR engine integration should be more effective."
"However, the AI Sense Recorder is too slow, so they can enhance its features for easier user experience."
"The object cloning that exists cannot capture 80 percent of the objects that we need it to capture."
"Automation Anywhere could improve by incorporating better integration with DevOps."
"Now, it is a big complex to download the product and install it, then again to install the patches. So, it takes a lot of time to download it."
"We have a third bot which takes longer being automated than it did with the human process."
"If it had the ability to make decisions in complex situations, the bot would perform more smoothly. More advanced decision-making skills are needed for improvement."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"Currently, the solution only supports SOAP web services, but a REST interface is on the roadmap and has been confirmed for mid-next year."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices."
"The patching for non-Windows OSes such as Linux is poor."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."
"Flexibility to customize."
"Importing data with relations is difficult and could be better."
"Their service management application needs a lot of work."
"We had a lot of issues with non-Windows servers during implementation."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"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."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
 

Pricing and Cost Advice

"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."
"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."
"I think it's $5,500 per license."
"Automation Anywhere University is pretty good. They make it available free for everyone."
"We have saved time and money using this solution."
"Overall, the pricing of Automation Anywhere is good."
"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."
"The cost is anywhere between $10,000 and $100,000."
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
"The product is affordable for small businesses."
"The price is on the higher side. The support is included in the standard licensing fees."
"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."
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Top Industries

By visitors reading reviews
Financial Services Firm
13%
Outsourcing Company
12%
Manufacturing Company
10%
Construction Company
10%
Manufacturing Company
10%
Outsourcing Company
9%
Financial Services Firm
8%
Construction Company
8%
Construction Company
21%
Comms Service Provider
10%
Outsourcing Company
10%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise7
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.
What needs improvement with Ivanti Neurons for ITSM?
Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devi...
What is your primary use case for Ivanti Neurons for ITSM?
I use this product for patch management, remote access, and endpoint control.
Ask a question
Earn 20 points
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
HEAT Service Management
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
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Oakwood Systems Group
Find out what your peers are saying about Ivanti ITSM vs. Serviceaide ChangeGear and other solutions. Updated: August 2026.
911,769 professionals have used our research since 2012.