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SCSM vs Vtiger CRM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Mar 15, 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
6.8
Number of Reviews
666
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)
SCSM
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
Help Desk Software (14th), IT Service Management (ITSM) (16th)
Vtiger CRM
Average Rating
7.6
Reviews Sentiment
6.4
Number of Reviews
3
Ranking in other categories
CRM (25th), Help Desk Software (44th), Sales Force Automation (11th)
 

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.
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.
Valdi Venter - PeerSpot reviewer
Owner | Director of Operations at Expert Technology Solutions
A modular, easy-to-use solution that needs to improve support and include automation
There are one or two annoying things. For example, if you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself. That's annoying. If you have five items in the drop-down list or if you have a hundred, it's just pathetic. It makes no sense that you have to do that because I've never seen it not work before in any other system that I've ever worked with. If you make a list of things, most solutions automatically put it in an alphabetized order. Or it'll put it in date order, but there is some order. It doesn't just go randomly in the order you create them. For example, I might load about 20 neighborhoods into a drop-down list, starting at "a" and ending at "z." But I might miss one of the "b's" and two of the "c's," so I add them, but they are added after the "z." Then I have to go to the bottom of the list, click on the one that starts with "b," and drag it all the way up to the "b's." That's just a pain in the butt.

Quotes from Members

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

Pros

"The feature of this solution that I like the most is that it is coding free - it is a coding free tool. It does not need much coding at all. For all the activities you just drag and drop. That is the best advantage of this tool."
"The best aspect is the user interface. It is very user-friendly and snappy, responding quickly compared to other available tools. It is easy to learn, and the community support is good for asking questions and getting answers."
"We have saved 60 to 70 percent on operations."
"Automation has helped us improve productivity in that it first of all saves time, and because of the automation we are able to eliminate human errors, so it is really good for improving our productivity and has helped us a lot."
"We are getting some phenomenal straight through processing, so we took what would have taken 30 to 35 people and are able to do that a little bit more accurately with about six."
"IQ Bot has been one of the top-notch solutions that I have seen in the OCR field, which covers a lot of the areas where we can transition unstructured data into structured data."
"By implementing the Automation Anywhere robot, we have reduced the FTE count and it was able to process 800 invoices per day with 100% accuracy."
"The whole suite of RPA modules that they have is very good. They have three environments in which you can do your automation. You have development, staging, and production environments. These are run by licenses as well, which is very good. There are a lot of ways of automating processes with this application."
"System Center Service Manager is a good product, and it is very easy to use."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"I like the reporting service, as SCSM has a good reporting service and analysis service for analysis requests."
"If it is correctly configured, you can access and give service quickly to all the end users."
"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."
"This product has helped our organization by allowing people to connect with each other."
"It is quite scalable."
"The most requested feature from our customers is the helpdesk ticketing system."
"The most valuable feature of Vtiger CRM is automation."
"Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend."
"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."
 

Cons

"Its pricing definitely needs to be more competitive. When licensing costs are high, we cannot use this tool for automation."
"The IQ Bots have a lot of room for improvement in terms of accuracy level. We need to improvise a lot. I'm facing another big challenge with one of the use cases. We raised a ticket and did multiple follow-ups with support, but the accuracy still isn't up to the mark."
"I would like to use VB.NET native code inside of Automation Anywhere."
"The initial setup was quite complex. We have faced an issue. During the initial implementation stages, it took longer than we expected. It affected our timelines to a certain extent."
"In terms of speed in Automation Anywhere, I feel it is taking a slightly longer time."
"I would like a couple more features where I can talk and the line comes up automatically. I can just put on a mic, like in "Ok Google". With "Ok Google", I can tell it to please open an Excel spreadsheet with the header read. If this is there, then I don't even need to sit on a computer, I can just dictate my commands and it will automatically come up."
"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult. However, I am skilled enough to get through it. There were some balancing issues that my other team members had to manage. They are having difficulty in balancing when I checked the architecture properly. We determined later that there was no need for a load balance to be done on the servers. We didn't do any load balancing and then the elastic search was not done."
"It would be great if there will be a built-in machine learning model available in the AA, so the developer can directly map it with their task and train the model accordingly."
"Look around as there are a lot of better solutions!"
"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."
"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."
"The user interface needs to be improved."
"It crashes our client's computers. Sometimes they get blue screens."
"We would like to see a web-based interface that works on mobile devices."
"Service Manager is not doing very well because, for example, there is no default web application and in order to use Service Manager we have to use the desktop console which is a disadvantage."
"On a scale from one to ten where one is the worst and ten is the best, I rate this product as a seven, maybe even between six and seven, because there are a few things they need to improve, especially in the interface."
"The mobile design could improve in Vtiger CRM. It could be more user-friendly."
"If you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself."
"The charts and graphs available out of the box are pretty outdated, and you're a little limited in how you can present information on the dashboard without adding modules."
 

Pricing and Cost Advice

"We have seen about a 10 percent monetary savings."
"The cost for scalability is much cheaper than developing a new system."
"The licensing cost is approximately $4,000 USD, which is a seed license."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."
"The solution's pricing is pretty decent."
"The cost can be reduced a little for users."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."
"It is a lower price vs. other things on the market."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"The platform is competitively priced."
"It is an expensive solution."
"The license for SCSM is cheap."
"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."
"Licensing can be complex and confusing."
"The price should be lower."
"We are using the free open-source version of Vtiger CRM."
"The price doesn't change when you add users. It's a flat fee, and that's attractive."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
Construction Company
13%
Outsourcing Company
12%
Government
12%
Financial Services Firm
8%
Comms Service Provider
19%
Construction Company
16%
Retailer
15%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise6
Large Enterprise14
No data available
 

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 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...
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Comparisons

 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
System Center Service Manager
Vtiger Sales CRM, Vtiger All-In-One CRM, Vtiger Help Desk
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Fibabanka, UMC Health System
Contus, eLobe, Breezway, Milky Way Ventures, GB Advisors
Find out what your peers are saying about SCSM vs. Vtiger CRM and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.