Serviceaide ChangeGear vs TOPdesk comparison

Serviceaide and TOPdesk are both solutions in the Help Desk Software category. Serviceaide is ranked #28, while TOPdesk is ranked #15 with an average rating of 7.5. 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: June 2026).

Buyer's Guide

Serviceaide ChangeGear vs. TOPdesk

June 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

"One good thing in A2019 is that all products of Automation Anywhere, like IQBOT services, Meta Bot Designer, Discovery Bot, and Control room are all together in one product which is very effective for any business team."

"It is easy to understand how to use the tool. For a developer, it is very easy to understand the opportunities and how to use and learn these features. It is very business-oriented."

"Now, we can have the bot check all of them."

"The application replaced about three employees for the OFAC verification processes, thus eliminating the need to hire more people for those tasks."

"Implementation of Automation Anywhere (AA) allows us to automate business processes and has brought productivity gains, error reduction, and speed of execution in multiple HR and Finance operations."

"Automation Anywhere has improved our company a lot. The SLA of some tasks that we need to deliver to some clients has improved greatly."

"Automation Anywhere improved our organization since it saved us a lot monetary value."

"It has absolutely been worth it for us and has provided us with good value."

More Automation Anywhere pros

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

"CA Technologies support is excellent."

"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."

"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."

"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."

"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."

"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."

More Serviceaide ChangeGear pros

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

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

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

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

"Its ITSM approach is quite useful."

"The most valuable feature of this solution is the incident management module."

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

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

More TOPdesk pros

Cons

"Automation Anywhere is easy to use, even if you lack technical skills. People without deep technical expertise can easily develop scenarios."

"When I change the name of a variable in the Variable Manager, I would really like it to change in the code."

"In Automation Anywhere, the logging process is manual."

"We want it to work with more APIs. It needs to integrate with multiple APIs. That would be something that I would like going forward."

"They can further improve the AI. It is already at a certain level, but it can be improved."

"I would like to see more bots available right out-of-the-box in the SAP area. For example, if you take the overall OTC in our organization, we have to contact 15 teams. Even if we provide one big bot for the OTC, it won't work. It will not be used by one person. So if there could be more specific bots out-of-the-box, that would be really helpful."

"The price has room for improvement."

"I would like to have the ability to work on a remote desktop connection, run the recording on it and use all commands."

More Automation Anywhere cons

"We had a lot of issues with non-Windows servers during implementation."

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

"Flexibility to customize."

"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."

"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."

"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."

More Serviceaide ChangeGear cons

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

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

"It is time-consuming to add new users."

"The solution should be made more user-friendly."

"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."

"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."

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

"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."

More TOPdesk cons

Pricing and Cost Advice

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"

"We have seen ROI on one of the process, but not on the other processes yet."

"The price of this product is good."

"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."

"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."

"Automation Anywhere University is pretty good. They make it available free for everyone."

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."

More Automation Anywhere pricing and cost advice

Information not available

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

"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."

"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."

"The solution is inexpensive compared to competitors."

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

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

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

19%

Financial Services Firm

Comms Service Provider

Religious Institution

Outsourcing Company

11%

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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.

See all answers

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What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

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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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Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Serviceaide ChangeGear

Compared 17% 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

PagerDuty Operations Cloud vs Serviceaide ChangeGear

Compared 4% of the time

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ServiceNow vs TOPdesk

Compared 14% of the time

JIRA Service Management vs TOPdesk

Compared 10% of the time

LiveChat vs TOPdesk

Compared 6% of the time

Zendesk vs TOPdesk

Compared 4% of the time

Clarity SM vs TOPdesk

Compared 3% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download Serviceaide ChangeGear product report

Buyer's Guide

Help Desk Software

May 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

June 2026

Free Report: Serviceaide ChangeGear vs. TOPdesk

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

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