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Serviceaide ChangeGear vs SolarWinds Service Desk comparison

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Comparison Buyer's Guide

Executive Summary

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
642
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)
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) (28th)
SolarWinds Service Desk
Average Rating
9.0
Reviews Sentiment
6.5
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (15th)
 

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.
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.
Vaibhav Patkar - PeerSpot reviewer
CISO at Orient Technologies Pvt. Ltd.
Improved service requests and network monitoring have increased efficiency but integration needs work
SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities. SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them. SolarWinds Service Desk is an affordable product. SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.

Quotes from Members

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

Pros

"Within less time than it used to take, we can automate a complete Apex task."
"Automation Anywhere is one of the leading RPA tool vendors and they have done splendid work on improving their tool."
"Value for time: with the help of Enterprise A2019, we can get instant value."
"Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."
"The scalability is good."
"It is easy to fix bug issues which you encounter in the post-production process."
"The built-in features, such as the connector builder and AI development tools, are easily accessible, keeping the software up-to-date."
"In our fund management and fund reconciliation process, we had a lot of headcount. Automation has significantly reduced our FTE count, investing that IT personnel into other work. Also, the quality of the work has slightly improved."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"This is really easy solution to scale up and get get going to add new catalog items."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"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."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance."
"The solution is very stable."
"SolarWinds Service Desk is a recognized product across the world and a dependable product."
 

Cons

"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."
"It is not able to use OCR effectively and has limited usability."
"With Oracle and ServiceNow, there seem to be challenges. With SAP, it worked very well."
"There is still a way to go for Automation Anywhere where we can see improvement."
"Initially, the implementation was tough."
"I would like to see more complex use cases coming out for our industry."
"In order to score nine or ten, they still need to provide more flexibility and integration with other tools and options."
"I would like to have the MetaBot screen name title dynamic instead of static."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"Importing data with relations is difficult and could be better."
"Flexibility to customize."
"It loses points because it’s not GUI enough, too code-y."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"We had a lot of issues with non-Windows servers during implementation."
"The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model."
"The primary concern so far is the integration part because of the APIs; this is the main area of concern."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
 

Pricing and Cost Advice

"We were paying approximately $30,000 for a year license."
"We have seen about a 10 percent monetary savings."
"It's cheapest among the competition, although bargaining is a must."
"In terms of pricing, it's not at all cheap, and that's a concern. The licensing cost is very high. While I don't know the exact prices of other tools, Microsoft offers the lowest pricing for its RPA platform compared to UiPath and Automation Anywhere."
"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."
"Roughly, as of today, it is around $250,000 annually."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"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."
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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
18%
Financial Services Firm
9%
Comms Service Provider
9%
Religious Institution
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
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.
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What needs improvement with SolarWinds Service Desk?
The primary concern so far is the integration part because of the APIs; this is the main area of concern. Currently, ...
What is your primary use case for SolarWinds Service Desk?
SolarWinds Service Desk is used for ITSM and network monitoring purposes. The major use cases being utilized are from...
What advice do you have for others considering SolarWinds Service Desk?
I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, whi...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
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Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Oakwood Systems Group
Information Not Available
Find out what your peers are saying about Serviceaide ChangeGear vs. SolarWinds Service Desk and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.