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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
6.9
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)
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)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (32nd)
 

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

"IQ Bot is the most valuable integrated feature of Automation Anywhere."
"We had some business users who created their first bot four weeks back, and they were thrilled; it was very easy for them because of the drag and drag, and they understood the process very well."
"The training and resources for this tool are very good, they are so simple that anyone can easily learn it, and one of the tool values is its ease of use."
"The ability for it to be able to be scaled rapidly. For us, it has certainly provided a range of flexibility that we hadn't appreciated before we started. This means that in times of high demand for processes to be completed, we're able to quickly scale up on demand. That gives us that additional flexibility without the need to potentially consider contingent labor increases. So, it's sort of a head count avoidance increase. So, that's proved very useful for us."
"With IQ Bot, we can now include cognitive automation into our process. The cognitive document processing is pretty good with IQ Bot."
"The addition of excel advanced to directly append worksheets, add formulas, etc was very beneficial and made the code development faster."
"In Automation Anywhere, I appreciate the main UIs very much; they are very intuitive."
"Automation Anywhere has brought fantastic changes in the process workflows, by automating the maximum number of processes with end-to-end solutions, some of them with 80% of the complete process."
"I've used SCSM a lot, and its features are valuable."
"The solution has made managing the environment streamlined and much easier."
"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."
"The scalability is a collaborative with SCOM, and SCSM; SCSM is a configuration manager for page and software development, you can see your systems which have been updated and it can easily deploy the new things as well, and you can also see it as a collaborative operations manager and integration manager."
"This solution is easy to use; you don't have to create a new process."
"The solution is quite easy to integrate with other Microsoft products."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The solution is highly stable."
"I like their request management as well as their project management."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"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

"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot."
"We also got a tool from Automation Anywhere that was supposed to fix or patch a problem, but it didn't work. It was a horrible, pathetic product that they brought out when it wasn't ready."
"One of the important drawbacks of Automation Anywhere is that it needs to be able to show the automated process as a single flowchart."
"I would like it to have AI and ML capabilities."
"The process discovery side needs improvement."
"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019."
"There is room for improvement in terms of costs and procurement considerations."
"The accuracy in Web Recorder needs to be improved, defective outputs found most of the time (not sure if is a website side issue)."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."
"There are a few bugs."
"I have found SCSM not adequate enough to carry out some functions."
"Once we had an issue with a desktop download that would not open."
"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."
"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
"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."
"Asset Discovery is a feature that should be added."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
 

Pricing and Cost Advice

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"The setup cost for this is onetime and licensing is based on your choice of product."
"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."
"It is the most economically friendly and it provides you with a lot of functions."
"Based on what I've heard, it's costly, but I don't know much about its pricing."
"Automation Anywhere University is pretty good. They make it available free for everyone."
"Automation Anywhere is reasonably priced because it can sustain us for a long period."
"The pricing is reasonable and one can achieve ROI faster when compared to other tools."
"The platform is competitively priced."
"Licensing can be complex and confusing."
"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 of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"The license for SCSM is cheap."
"I would rate the pricing as two out of five."
"The price should be lower."
"It is a lower price vs. other things on the market."
"The pricing is expensive."
"It is the most affordable because it is priced per month per user."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
11%
Construction Company
13%
Financial Services Firm
10%
Government
10%
Outsourcing Company
9%
Outsourcing Company
12%
Computer Software Company
9%
Construction Company
8%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
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: August 2026.
909,725 professionals have used our research since 2012.