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ManageEngine ServiceDesk Plus 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
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)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
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.
Mostafiz Miah - PeerSpot reviewer
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
Automation has transformed daily request handling and now tracks every customer interaction
ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.
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

"The scalability of this solution is good compared to others."
"Workbench, which is a development tool, is very friendly. It is complete. Compared to Power Automate, Automation Anywhere is much more comprehensive and easy to understand."
"Automation Anywhere is the best."
"The bot creation process is simple and useful. Whatever you need to do, it is there. If there is something else, there are the MetaBot functions."
"Automation has been playing a significant role in every aspect of our institution."
"Value for time: with the help of Enterprise A2019, we can get instant value."
"Overall, I would rate Automation Anywhere a nine out of ten."
"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."
"ManageEngine provides additional modules that we can integrate in the future."
"Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is."
"The product is extremely user-friendly, and it is easy to build the workflows and electronic forms."
"The product has been valuable and is working for us, looking from the angle of dealing with vendors, the AIOps space, as well as the SOC side of things, and cost-wise, we're quite happy."
"The self-service portal enhances our company's user experience."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"I rate the solution a ten out of ten for scalability."
"ServiceDesk Plus stands out due to its ease of implementation."
"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."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"CA Technologies support is excellent."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"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."
"This is really easy solution to scale up and get get going to add new catalog items."
 

Cons

"We are still looking into some of its current capabilities, like IT Bot."
"My experience with pricing, setup cost, and licensing has been mixed."
"One of the things that the product should have is to add more advanced level developer capabilities into the platform. I know it is easy for business, non-technical people. However, for the developers, there should be some more features within the product so they can build advanced level use cases much faster."
"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019."
"It would be really good if they could give more priority to tickets which are raised by partners. Right now, Automation Anywhere customers and employees have higher priority."
"The Recorder action in the A2019 Community edition is not supported."
"It would be great if they could do more third-party Salesforce integrations into the RPA side, which would be helpful."
"Automation Anywhere's UI is difficult. Its user interface can be improved."
"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The timing reporting module, and how it's used is a bit difficult to understand."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"The solution, overall, is expensive."
"It isn't very stable. Off and on, it has bugs, and that's why they have a lot of releases coming up."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"When I think of improvements the first thing that comes to mind would have to be the active management function."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"It loses points because it’s not GUI enough, too code-y."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"Their service management application needs a lot of work."
"Flexibility to customize."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"Importing data with relations is difficult and could be better."
 

Pricing and Cost Advice

"The Community Edition is a good offering from the company."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"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."
"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."
"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."
"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"Our pricing a year ago was $600 per license."
"We have seen ROI on one of the process, but not on the other processes yet."
"As compared to a lot of systems out there, it is more affordable."
"Cost-wise, we're quite happy."
"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"The platform has good pricing."
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Outsourcing Company
12%
Construction Company
9%
Manufacturing Company
8%
Healthcare Company
7%
Construction Company
20%
Comms Service Provider
12%
Outsourcing Company
10%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
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 is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...
What needs improvement with ManageEngine ServiceDesk Plus?
The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
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
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Oakwood Systems Group
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Serviceaide ChangeGear and other solutions. Updated: September 2026.
913,806 professionals have used our research since 2012.