No more typing reviews! Try our Samantha, our new voice AI agent.

Agiloft ITSM ITIL Service Desk Suite vs Samanage comparison

Why PeerSpot?
Sponsored
 

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
6.8
Number of Reviews
668
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 (2nd), AI Procurement & Supply Chain (1st)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (37th)
Samanage
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
Help Desk Software (27th), IT Asset Management (19th), IT Service Management (ITSM) (25th), License Management (8th)
 

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.
it_user536637 - PeerSpot reviewer
Lead IT Manager at a tech services company with 10,001+ employees
We use it for handling requests. It has reduced the IT staff required.
Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

Quotes from Members

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

Pros

"Co-Pilot is a valuable feature."
"It removes demotivating, repetitive work from our teams."
"The most valuable feature of our solution is the cognitive computing because that is coming onto stream a lot faster than you would think. What used to be in the middle of, "Can this be done or not?", is becoming, "It can be done." We are getting some incredible straight through processing rates with AR around healthcare and financial services."
"Automation Anywhere has saved us a lot of time."
"On average, the return that I've seen is about three dollars for every dollar spent on RPA."
"I am confident that we are saving several million dollars as a result."
"My experience with Automation Anywhere over three years has shown tremendous growth in operational efficiency and business processes, as it helps to automate repetitive and rule-based tasks such as report generation and data entry quite faster and efficiently, reducing errors by about thirty to forty percent from what I observed a few years back and improving SLA-related compliance."
"Automation has helped us improve productivity in that it first of all saves time, and because of the automation we are able to eliminate human errors, so it is really good for improving our productivity and has helped us a lot."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"The solution has a great filtering feature."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
 

Cons

"Improvements that can be made are: It should be easier to automate tasks on a virtual machine that uses a different environment altogether."
"Automation Anywhere is not as flexible as Process Studio."
"There's a loss of overhead on the computing resources in Automation Anywhere. If you have an encrypted bot, the Automation Anywhere software has to read it first, decrypt it, and run it. So there is a potential that, if the logic of the bot isn't good enough, a lot of CPU and memory overload will happen. This is something which Automation Anywhere should look at because it takes a lot of computing resources. I have seen CPUs running at 100 percent."
"The initial setup was not that great. The road was very up and down."
"With respect to the user interface, everything works well, but the community expects more clear documentation with respect to use cases and end-to-end use cases, so one can understand how to handle these scenarios effectively."
"They should improve process discovery features."
"The GUI needs to be improved."
"It is very difficult to create and automate timetables because they are modal, and it would be helpful if the bot could assist us with this."
"The GUI looks a little dated."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
"The setting up process is not quite easy. It's quite difficult."
"There are definitely areas for improvement, but so far, so good."
"The system shuts down about once a month which is frustrating."
 

Pricing and Cost Advice

"There may be room for the product to be more competitively priced to excel in the market."
"It has good licensing costs which are average for the market."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"The product’s pricing is reasonable."
"The price of this product is good."
"It is affordable for us."
"The pricing for Automation Anywhere is reasonable."
"It's cheapest among the competition, although bargaining is a must."
Information not available
"It is expensive."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
920,769 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
No data available
Construction Company
16%
Comms Service Provider
14%
Financial Services Firm
10%
Manufacturing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
No data available
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.
Ask a question
Earn 20 points
Ask a question
Earn 20 points
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about ServiceNow, Atlassian, Teclib' and others in IT Service Management (ITSM). Updated: October 2026.
920,769 professionals have used our research since 2012.