Serviceaide ChangeGear vs TOPdesk comparison

Why PeerSpot?

Serviceaide and TOPdesk are both solutions in the Help Desk Software category. Serviceaide is ranked #28, while TOPdesk is ranked #18 with an average rating of 6.0. Additionally, 85% of Serviceaide users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Serviceaide ChangeGear and TOPdesk compete in the IT service management market. TOPdesk is often seen as superior due to its robust features, making it worth the investment despite the cost.

Features: Serviceaide ChangeGear offers customizable workflows, automation capabilities, and an easy integration process with existing systems. TOPdesk provides comprehensive service management, enterprise-level asset management, and extensive reporting tools.

Room for Improvement: Serviceaide ChangeGear could enhance its service management scope and reporting capabilities and integrate more advanced asset management features. TOPdesk may benefit from simplifying its setup for quicker deployment, improving pricing for smaller budgets, and enhancing its initial ease of use for non-expert users.

Ease of Deployment and Customer Service: Serviceaide ChangeGear offers straightforward deployment with efficient customer support, ensuring quick onboarding. TOPdesk provides a flexible deployment model with strong support yet may require longer implementation time, appealing for more complex needs.

Pricing and ROI: Serviceaide ChangeGear usually presents a lower setup cost, which facilitates an attractive ROI for smaller budgets. TOPdesk's initial investment is higher; however, its comprehensive feature set can result in greater long-term ROI for organizations valuing extensive service capabilities.

To learn more, read our detailed Serviceaide ChangeGear vs. TOPdesk Report (Updated: September 2026).

Buyer's Guide

Serviceaide ChangeGear vs. TOPdesk

September 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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Umair Akhlaque

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.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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Quotes from Members

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

Pros

"The universal recorder is a kind of hybrid recorder that enables the user to record the data across devices."

"From my developer's point of view, the tool is pretty strong."

"One of the features that we have used the most is an action in the Workbench called Object Cloning. We find that very reliable and very useful for implementing different business processes."

"The technical support is good, and we have not had any issues."

"For me, the best feature of Automation Anywhere is that it is totally cloud-based. We do not need to set up anything in VMs or other machines. It can directly work on the cloud."

"The immediate impact is administrative tasks which were traditionally done manually are now being done by robots. This reduces the workload for people."

"Automation Anywhere has transformed the financial, healthcare, and automobile sectors to a great extent by automating backend office work."

"If anyone is looking for an efficient automation tool, I definitely recommend Automation Anywhere because it is very helpful, even for non-technical people."

More Automation Anywhere pros

"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."

"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."

"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

"This is really easy solution to scale up and get get going to add new catalog items."

"CA Technologies support is excellent."

"Improved the effectiveness of my Service Desk Team and improved the SLA timing."

"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."

"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."

More Serviceaide ChangeGear pros

"TOPdesk is overall very stable."

"The most valuable feature of TOPdesk is the reports."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"Technical support is great and we have not had any issues with them."

"The most valuable feature of the solution is the ticketing feature."

"Its ITSM approach is quite useful."

"It is an easy-to-use solution."

More TOPdesk pros

Cons

"If the option were available to use the old generic-style variable type, it would be helpful."

"Sometimes the tool is timing out, which would be a good thing to have resolved."

"Bringing a DevOps model for bot implementation integrated through private bot store might be a good idea to improve the tool."

"Sometimes, the ESX services will stop. We are working with IT to resolve this, as it's not our fault. Automation Anywhere is stopping the service, and during that time, the bot will be stopped. Right now, we are logging into the client machine and restarting/rebooting them, then restarting the services. As some of our processes run at night, we won't know that the service is down since our processes run 24/7. This issue is then escalated to the manager. This is the current challenge that we are facing, and we would like them to improve this."

"One aspect I wish to mention regarding needed improvements is that Automation Anywhere currently works only on Windows systems."

"The bot creation process is tedious. The solution has a lot of features, but since you have to drag down a lot of the commands, it can get tedious to use it. You end up having to use the mouse a lot more."

"The technical support needs improvement."

"One of the things that we did was purchase the solution originally through IBM, as they had an value-added layer on top of it. Once we had another group come on, they purchased additional bots directly from Automation Anywhere, and they wouldn't integrate well. We had to uninstall the solution that we had purchased from IBM and reinstall those bots to move forward."

More Automation Anywhere cons

"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."

"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

"I would love to see better two-factor authentication as that would really help us and make a big difference."

"It loses points because it’s not GUI enough, too code-y."

"Few probes need improvement in their function and the way they get deployed for monitoring."

"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."

"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."

"Usability for IT analysts could be improved."

More Serviceaide ChangeGear cons

"Change management implementation, facility management, and making reservations on assets can be improved."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"In some fields, it's just not good enough."

"An operator is also a user but requires creating two different records."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"The solution's change management could be better."

More TOPdesk cons

Pricing and Cost Advice

"The product’s pricing is reasonable."

"Automation Anywhere's price is considerably better than UiPath's."

"Costs savings have been seen by employing bots for multiple shifts instead of people."

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."

"Subscription for Automation Anywhere (AA) is paid yearly."

"The setup cost for this is onetime and licensing is based on your choice of product."

"There are some additional costs beyond the standard licensing fees. There are a couple of add-ons we've looked at: The IQ Bot for OCR and machine-learning were add-ons, as well as the Bot Insights - the analytics."

More Automation Anywhere pricing and cost advice

Information not available

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"TOPdesk's pricing is cheaper than Jira's."

"The solution is inexpensive compared to competitors."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution's pricing is reasonable and not expensive."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

20%

Comms Service Provider

12%

Outsourcing Company

10%

Financial Services Firm

Outsourcing Company

12%

Manufacturing Company

10%

Educational Organization

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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...

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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...

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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 TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

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What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

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Comparisons

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Microsoft Power Automate vs Automation Anywhere

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AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Serviceaide ChangeGear

Compared 14% of the time

Clarity SM vs Serviceaide ChangeGear

Compared 12% of the time

BMC Helix ITSM vs Serviceaide ChangeGear

Compared 7% of the time

CaseXellence vs Serviceaide ChangeGear

Compared 4% of the time

SymphonyAI IT Service Management vs Serviceaide ChangeGear

Compared 3% of the time

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ServiceNow vs TOPdesk

Compared 11% of the time

JIRA Service Management vs TOPdesk

Compared 9% of the time

LiveChat vs TOPdesk

Compared 7% of the time

BMC Helix ITSM vs TOPdesk

Compared 4% of the time

OpenText Service Management (SMAX) vs TOPdesk

Compared 3% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download Serviceaide ChangeGear product report

Buyer's Guide

Help Desk Software

September 2026

Download TOPdesk product report

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

Serviceaide

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?

Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
Automation: Automates routine tasks to improve efficiency and reduce human error.
Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.

What benefits or ROI can users expect?

Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
Scalability: Supports business growth with adaptable and scalable processes.
Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Oakwood Systems Group

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

Serviceaide ChangeGear vs. TOPdesk

September 2026

Free Report: Serviceaide ChangeGear vs. TOPdesk

Find out what your peers are saying about Serviceaide ChangeGear vs. TOPdesk and other solutions. Updated: September 2026.

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