Serviceaide ChangeGear vs TOPdesk comparison

Why PeerSpot?

Serviceaide and TOPdesk are both solutions in the Help Desk Software category. Serviceaide is ranked #25, 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: November 2026).

Buyer's Guide

Serviceaide ChangeGear vs. TOPdesk

November 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

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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

"Document automation has notably reduced manual effort."

"We are measuring ROI through quality: Reducing errors, saving time, and saving money."

"By automating processes we give back valuable hours to business stakeholders, which can be spent on value-adding activities instead of repetitive tasks."

"Through the software, we have been able to reduce the time that we spend on manual, repetitive tasks so that we can focus on activities that add value to the business or to our partners and customers."

"The ease of use of the application is very smooth for us, and coming from a finance and business background, I did not have any challenges using the application."

"Compared to other tools like NICE and Blue Prism, Automation Anywhere is the only tool that gets your work completed in half the time."

"Automation Anywhere has led to faster growth in our organization."

"The feature we found to be the most valuable is the documentation automation as it allows us to focus on the actual important piece of building automation instead of tracking some of the repugnant documentation that goes along with building automation."

More Automation Anywhere pros

"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."

"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."

"CA Technologies support is excellent."

"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."

"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."

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

More Serviceaide ChangeGear pros

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

"As we have moved to an off-premises deployment, we get regular updates."

"TOPdesk is overall very stable."

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

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

"Its ITSM approach is quite useful."

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

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

More TOPdesk pros

Cons

"It still uses old, deprecated Microsoft components that have an end date."

"They should do more on the cognitive side. If they can keep adding more features, that would be their greatest advantage."

"In A2019 it does not display the exact running status, but rather it displays the previous one."

"Queue management is still missing from the latest version which is a barrier to using the platform to start implementing complex cases where you have parent and child transactions going through multiple stages."

"I would like to have a cloud-based version with support."

"The first version would double our cost."

"Integration with other platforms may prove to be very interesting for us and others."

"Automation Anywhere can be improved by working on the next step with GenAI process automation and the agents."

More Automation Anywhere cons

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

"Usability for IT analysts could be improved."

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

"Their service management application needs a lot of work."

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

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

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

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

More Serviceaide ChangeGear cons

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

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

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

"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."

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

"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."

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

More TOPdesk cons

Pricing and Cost Advice

"We have seen ROI in terms of cost and time with a couple of our projects."

"I think the solution's pricing is reasonable."

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

"The cost is at the highest end of the spectrum."

"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

"I think it's $5,500 per license."

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."

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

"The solution is inexpensive compared to competitors."

"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."

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

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

20%

Comms Service Provider

12%

Outsourcing Company

10%

Financial Services Firm

Outsourcing Company

12%

Manufacturing Company

10%

Financial Services Firm

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

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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Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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Clarity SM vs Serviceaide ChangeGear

Compared 11% of the time

ServiceNow vs Serviceaide ChangeGear

Compared 10% of the time

BMC Helix ITSM vs Serviceaide ChangeGear

Compared 6% of the time

Zendesk vs Serviceaide ChangeGear

Compared 6% of the time

Spiceworks vs Serviceaide ChangeGear

Compared 3% of the time

More Serviceaide ChangeGear Competitors

ServiceNow vs TOPdesk

Compared 10% of the time

JIRA Service Management vs TOPdesk

Compared 8% of the time

LiveChat vs TOPdesk

Compared 7% of the time

BMC Helix ITSM vs TOPdesk

Compared 5% of the time

Stat for Oracle E-Business Suite vs TOPdesk

Compared 3% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Download Serviceaide ChangeGear product report

Buyer's Guide

Help Desk Software

October 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

November 2026

Free Report: Serviceaide ChangeGear vs. TOPdesk

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

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