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SCSM vs Xurrent comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Feb 1, 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)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (31st)
 

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.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

Quotes from Members

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

Pros

"Workflow automation has helped a lot with cost reduction, greater accuracy, and delivery speed."
"Its user interface is very understandable. Even a non-technical person can understand it. Everything in the user interface is self-explanatory. It is quite good."
"Automation Anywhere has a drag-and-drop feature eliminating the need for extensive coding."
"We do plenty of manual processing every day. This is repetitive work where an employee will come and do the same task. The tool helps us to avoid those repetitive tasks and save dollars."
"The control room is the best part as everything can be seen and controlled from there, scheduling storing of credentials, and much more. I have used PDF extraction and other tools where data needs to be extracted and it works great at that part. I highly recommended this tool for automation."
"With Automation Anywhere, it will automate everything; it's smooth, effective, and very quick, making it easy to maintain websites and everything in the backend team while filtering out errors so everything is automated."
"I realized that Automation Anywhere is much easier, more reliable, and has value for money with good and vast customer support."
"Even as we were getting into RPA for the first time, I found it easy to understand this tool."
"SCCM provides remote tool functionality, which is not in Intune."
"The solution offers good productivity at a low price point."
"The reporting is very good."
"This product has helped our organization by allowing people to connect with each other."
"It is a simple solution that is easy to configure."
"Many more features than other comparable products."
"The integration of the whole Microsoft suites is awesome, a very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"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."
"I like their request management as well as their project management."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"The solution is highly stable."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
 

Cons

"I would like to see more stability around scheduling a bot to run headless."
"Automation Anywhere's UI is difficult. Its user interface can be improved."
"So far, the stability is not good. We are trying to improve this because we are facing a lot of instability issues."
"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."
"If we are getting input from a CSV file, we have to add one more layer of automation that first saves the data to an Excel file."
"Though IQ Bot is the most powerful and effective cognitive OCR platform for data extraction in the market, still, there is a lot of scope for improvement as there are a lot of non-standard documents which do not give a high straight-through processing rate and accuracy."
"In A2019 the dependencies that are being downloaded take a longer time that should be reduced. Migration utility should be provided so we can easily migrate from lower versions to higher versions."
"The initial deployment and onboarding process was somewhat difficult, but once things stabilized, the experience became excellent."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"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."
"They might be looking for additional functionalities that SCSM could integrate."
"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."
"It has not helped reduce the burden on IT resources."
"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."
"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"Asset Discovery is a feature that should be added."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
 

Pricing and Cost Advice

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."
"The pricing is a bit higher."
"This is a value for the money product."
"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."
"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."
"The solution's pricing is pretty decent."
"The license for SCSM is cheap."
"The price should be lower."
"It is a lower price vs. other things on the market."
"The pricing is reasonable."
"I would rate the pricing as two out of five."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"Licensing can be complex and confusing."
"It is an expensive solution."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"It is the most affordable because it is priced per month per user."
"The pricing is expensive."
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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%
Outsourcing Company
12%
Comms Service Provider
11%
Computer Software Company
9%
Construction 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...
Ask a question
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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
4me
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Fibabanka, UMC Health System
Information Not Available
Find out what your peers are saying about SCSM vs. Xurrent and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.