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Kaseya Vorex vs SCSM comparison

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Comparison Buyer's Guide

Executive Summary

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
660
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)
Kaseya Vorex
Average Rating
9.0
Reviews Sentiment
6.1
Number of Reviews
2
Ranking in other categories
Help Desk Software (20th)
SCSM
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
Help Desk Software (13th), 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.
Rajendra Karad - PeerSpot reviewer
Team Leader at Orient Technologies Pvt. Ltd.
Platform excels across departments but requires more focus on integration and IT management features
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.
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

"Automation Anywhere's document automation, powered by IQ Bots and now enhanced with AI, stands out as a particularly valuable feature."
"For an organization who is looking to do some business renovation, the solution can work well depending on its purpose and usage."
"It helps to improve and optimize processes. It eliminates some of the manual tasks, so we can save costs."
"AA RPA has drastically reduced speed of execution and thus turn around time of processes, ensuring all service level agreements are met and our customers get a great experience."
"Automation Anywhere provides the best application to use for RPA and other automation requirements. It's very easy to use and easy to understand. It's UI(user interface) which is so friendly and easily understand by the user, it is very easy to install automation anywhere product simply click on next to install, it is easy to develop bot and no coding knowledge is required to develop"
"Technical support for this solution is the quickest and the best."
"For the tasks that I do repeatedly, I can record processes using Automation Anywhere. I record mouse and keyboard actions and create a workflow for those activities. This minimizes my workload. The recording option is very useful."
"Automation Anywhere offers the capability of integrating the DLL files with meta bot and hence the developer can use DLL files to connect to applications likes outlook, SAP, etc"
"The platform's most valuable feature is the ability to produce daily summary reports."
"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."
"The solution has made managing the environment streamlined and much easier."
"This solution is easy to use; you don't have to create a new process."
"Improved time management, all the details logged (nothing missed), roles and responsibilities in tool are set according to policy/procedure."
"The most requested feature from our customers is the helpdesk ticketing system."
"The solution offers good productivity at a low price point."
"SCCM provides remote tool functionality, which is not in Intune."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This solution is easy to use."
 

Cons

"If you work with image recognition and custom objects, there are stability issues."
"Getting the bot design into the developer's hands is taking longer than we initially anticipated."
"The implementation process is complex, as there is integration with other applications."
"My current and previous companies have had stability issues."
"With any new upgrades, we have to make changes in the codes. To us, this means that the tool is not stable. We have been told by Automation Anywhere that this will be fixed in future releases."
"The main disadvantage of Automation Anywhere is its high cost."
"The UI can be improved a little bit to make it easier for beginners to understand."
"Sometimes, the ESX services will stop. We are working with IT to resolve this, as it's not our fault. Automation Anywhere is stopping the service, and during that time, the bot will be stopped. Right now, we are logging into the client machine and restarting/rebooting them, then restarting the services. As some of our processes run at night, we won't know that the service is down since our processes run 24/7. This issue is then escalated to the manager. This is the current challenge that we are facing, and we would like them to improve this."
"Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products."
"Kaseya Vorex's customization features could be better."
"Resources for understanding compliance and relative compliance need to be made available."
"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. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"The user interface needs to be improved."
"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."
"We would like to see a web-based interface that works on mobile devices."
"It crashes our client's computers. Sometimes they get blue screens."
 

Pricing and Cost Advice

"Time and monetary savings can range from 20 to 90 percent."
"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."
"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."
"The licensing cost for Automation Anywhere is high."
"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."
"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."
"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."
"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."
Information not available
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"The pricing is reasonable."
"It is an expensive solution."
"The license for SCSM is cheap."
"I would rate the pricing as two out of five."
"It is a lower price vs. other things on the market."
"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."
"The price should be lower."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
11%
No data available
Construction Company
13%
Financial Services Firm
10%
Government
10%
Outsourcing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
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.
What needs improvement with Kaseya Vorex?
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which ...
What advice do you have for others considering Kaseya Vorex?
There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogeth...
What is your primary use case for Kaseya Vorex?
Kaseya Vorex is a platform which caters to an entire organization, from IT support to HR, logistics, and financials. ...
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...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
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
CROWD, GetApp, Capterra, Software Advice
Fibabanka, UMC Health System
Find out what your peers are saying about Kaseya Vorex vs. SCSM and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.