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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
6.9
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 (1st), 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 (13th), IT Service Management (ITSM) (13th)
Vtiger CRM
Average Rating
7.6
Reviews Sentiment
6.4
Number of Reviews
3
Ranking in other categories
CRM (27th), 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

"We have more than 50 bots in the company, the FTE and ROI are very good, and in the future we have many projects in pipeline that we are about to implement, so definitely there is a good ROI and FTE savings for us."
"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."
"The reporting capabilities are pretty nice."
"The ROI is very good because the output is very accurate and the speed is very fast."
"The insights provided by the dashboard are excellent."
"Automation Anywhere helped multiple clients to save a lot of data entry time and have automated almost every repetitive task, and AA Control Room helped to manage the operations of both attended and unattended automations and have helped a continuous run of the bots saving hundreds of thousands of dollars."
"The most valuable feature is that a job by RPA can be done three or four times faster than a human without human error."
"One of the things I appreciate the most about Automation Anywhere is that it's in the cloud, so when we are on-site on a project, we collect a lot of data, hand it to this bot, and it runs the function; by the time we reach our destination, whether we move from San Francisco to New York, it's equivalent to 20 people's work in six hours, utilizing quite a few attended or unattended bots."
"With integration capabilities with the other system centers like SCCM and SCOM, for example, we are able to build a robust CMDB configuration management database, and overall, most customers just prefer the product."
"It is an amazing solution but the pricing could be improved to be a little more competitive."
"I like the reporting service, as SCSM has a good reporting service and analysis service for analysis requests."
"The solution offers good productivity at a low price point."
"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."
"The most valuable feature is the reporting of incidents."
"The most requested feature from our customers is the helpdesk ticketing system."
"The reporting is very good."
"The most valuable feature of Vtiger CRM is automation."
"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."
"Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend."
 

Cons

"In the A2019 community edition, while running its taking time to run RPA bots and having few bugs related to IQ Bot server connectivity and other things."
"We need more commands for PDF integration to make it more flexible."
"From an IT perspective, we had too many issues and headaches."
"The Automation Anywhere Control room component features can be improved, as of now it contains too many roles and rules which makes it confusing to use it."
"I would like them to add OCR features. This would help us deal with unstructured data and we can get more data out of images."
"We have faced some downtime and crashes with the system, but with the cooperation of the Automation Anywhere team, we have been able to contain that."
"Automation Anywhere could improve by better integrating with DevOps. Currently, it cannot be integrated 100% with DevOps methodology, which many companies are requiring."
"Automation Anywhere is one of the least stable RPA tools out of the top five RPA solutions."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."
"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."
"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."
"This is not a product that I recommend."
"There are a few bugs."
"Once we had an issue with a desktop download that would not open."
"Mobile application integration would be an improvement."
"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 mobile design could improve in Vtiger CRM. It could be more user-friendly."
"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

"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."
"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."
"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."
"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."
"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."
"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."
"Our annual licensing costs are around $100,000 a year."
"Our advice is that anybody interested in this product should negotiate product bundles in order to reduce the cost of installation and setup."
"Licensing can be complex and confusing."
"It is an expensive solution."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"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."
"The platform is competitively priced."
"The license for SCSM is cheap."
"The pricing is reasonable."
"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
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
14%
Financial Services Firm
11%
Government
11%
Manufacturing Company
9%
Retailer
19%
Construction Company
18%
Manufacturing Company
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
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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Demo not available
 

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: June 2026.
902,988 professionals have used our research since 2012.