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Ivanti Neurons for ITSM 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
642
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)
Ivanti Neurons for ITSM
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
18
Ranking in other categories
Help Desk Software (12th), 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) (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.
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 performs efficiently."
"AA has improved our digital strategy extensively and provided the required leverage to place ourselves above other peers in the O&G Industry. We were able to develop quick digital solutions by demonstrating the ROI and gain momentum by aligning the desired resources & budget from leadership."
"The standout qualities of Automation Anywhere were the ease of automation and that it is an intuitive tool. After a simple walkthrough, a couple of hours or two, you would be able to hit the ground running."
"The best features of Automation Anywhere are having a user-friendly interface and the ability to integrate AI, and APIs and services like OpenAI's ChatGPT can be integrated, enhancing its functionality."
"The OCR application is excellent and has helped resolve many issues that I had been facing."
"We have never not had a yearly ROI; we've always greatly exceeded the cost of, or the investment in, the tool and it is saving us more than millions of dollars a year."
"We have solved many problems we had in the past before using Automation Anywhere, mainly we saved a lot of time and money, we reduced and minimized the risk of human errors and got rid of all the manual repetitive tasks so we can focus on the core of our business."
"We used to do many daily routine checks and jobs. We have implemented the automation knowledge which resulted in good productivity, time-saving, and extra efforts being reduced."
"The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments and when we go to the group assignment they can assign it to me there."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"Ivanti Neurons for ITSM is a key tool and is very important to my service delivery efficiency."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"This is an excellent alternative to ServiceNow for smaller companies."
"What I appreciate about Ivanti Neurons for ITSM is its comprehensive change request management system, which we utilize for server patching, workstation patching, BIOS updates, and driver updates, enabling us to have CAB meetings to discuss changes and approve them before implementation."
"The integrations are quite simple and clear."
"It is easy to set up."
"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 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."
"CA Technologies support is excellent."
"This is really easy solution to scale up and get get going to add new catalog items."
"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."
"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
 

Cons

"Cognitive services and PDF file automation should be refined."
"The inclusion of word packages would help us to extract data from Word and automate word-related activities easily."
"The biggest challenge in attended automation, every time the agent has to log in to the control room and execute bot for most of the agents this is a time-consuming activity plus they are not tech-savvy."
"The overall product in Automation Anywhere is good, but they need to improve a little bit on the overall architecture side."
"We would like to see more options for merging and un-merging PDFs. More flexibility there would be good. We've figured out ways around this and, using their software, we've been able to do everything we wanted to do. It just took a bit more time to do it. We were on version 10.5 and in their Bot Store they actually had a bot that did exactly what we wanted to do, but it was for Version 11.0."
"Training is good and interactive but the final certification exam is very tough and it requires in-depth practical knowledge."
"Automation Anywhere can be improved by working on the next step with GenAI process automation and the agents."
"I'd like to see the OCR feature be perfected. Today we get an accuracy ratio from OCR of around 40 percent to 50 percent only."
"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."
"The user interface must be made simpler and more effective."
"Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices."
"Support needs improvement in terms of responsiveness and timeliness."
"There's a lack of integration with other products. This needs to be improved."
"The patching for non-Windows OSes such as Linux is poor."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"Flexibility to customize."
"Usability for IT analysts could be improved."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Their service management application needs a lot of work."
"Importing data with relations is difficult and could be better."
 

Pricing and Cost Advice

"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."
"Automation Anywhere is expensive, making it more suitable for enterprise organizations."
"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."
"In terms of pricing, this is a good product."
"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."
"The Automation Anywhere license is affordable and not complex."
"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."
"It's a bit expensive compared to other RPA tools on the market."
"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."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Manufacturing Company
11%
Financial Services Firm
9%
Construction Company
8%
Computer Software Company
6%
Construction Company
18%
Financial Services Firm
9%
Comms Service Provider
9%
Religious Institution
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise6
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
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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

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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 Neurons for ITSM vs. Serviceaide ChangeGear and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.