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Agiloft ITSM ITIL Service Desk Suite vs ServiceNow comparison

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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
641
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), 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) (39th)
ServiceNow
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
231
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

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
Hemanthreddy Vakiti - PeerSpot reviewer
Data engineer at a tech vendor with 10,001+ employees
Structured workflows have improved SLA compliance and now support prioritized incident handling
I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

Quotes from Members

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

Pros

"We have seen AA bringing immense value to the clients once operational. Bot deployment is easy and controlling Access is easy with RBAC With Recent additions. User groups and user management is on par with tools like Blue Prism & UiPath."
"The feature I appreciate the most about Automation Anywhere is the interface."
"The tool is very easy to use and mostly user-friendly. I like that when using it I don't need much expertise."
"In finance, it has helped us deliver on productivity and provided us with FTE savings."
"The deployment was good."
"Automation Anywhere has significantly improved our organization's efficiency. Across various processes, we have achieved a 90% time savings for each use case, making our workflow much more streamlined and productive."
"Automation Anywhere has excellent features."
"After using AA for some of the flows, we identified that the execution time was reduced by 70% when compared to the other automation tool that we have been using for 8 years."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"The main features of ServiceNow that I use are incident approval management and the ability to link all the information we receive from the finance bureau service."
"Overall it's a great product."
"Last year, there were three steps for installing or uninstalling software when a user asked us to do so, but by using ServiceNow, when a user opens a ticket or incident, we can automatically run the workflows through the system, and the assistant can automatically go to the user's computer and install or uninstall the software."
"From my standpoint, it's the process flexibility."
"The ability to implement end-to-end flows, including business ones, is the most important aspect of the solution."
"In my experience, the solution is very stable."
"When we can centralize all the contract information, ServiceNow will give us better control over asset management and technical debt."
"We always get good support."
 

Cons

"Automation Anywhere is headed in the right direction but they still have a good way to go."
"For the short term, in this pandemic era, they should have a feature to write and save directly into Word documents, Office 365, or Google Docs."
"I am currently on 11.3.4.2 and the analytics feature of AA, Bot Insights, needs improvement. It is not easy to implement. It is not intuitive for the developer as you have to mark variables for analytics."
"With our current version, we are experiencing issues with the access of the Control Room. Therefore, at the moment, we cannot really scale."
"Automation Anywhere's stability could improve. It isn't completely stable, but it's getting better daily."
"One of the challenges that I face every now and then while working with A2019, is around the bot agent updates. Every week/alternate weeK, I receive an error while running my bots, that asks me to update the bot agent."
"Automation Anywhere should make it easier for developers to manage queues and exception handling. The OCR component could also be better. We have had to use other OCR tools to get information from the account documents."
"Automation with bots runs fine only if it is an attended bot. With unattended bots, the bots run only 25 to 30 percent of the time."
"The GUI looks a little dated."
"Sometimes there is not enough information about releases. For example, right now we have an issue understanding what the roadmap is for the Scaled Agile Framework."
"The discovery of assets could be improved; right now they only allow for one domain."
"With scalability, we have grown quite significantly in the last two years and the performance of our instance has really taken a hit."
"The solution’s user interface could be improved and given a better design."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"I find the pricing of ServiceNow to be high and somewhat reasonable."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
 

Pricing and Cost Advice

"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."
"Automation Anywhere's price is considerably better than UiPath's."
"The product’s pricing is reasonable."
"The pricing is a bit higher."
"It's the best RPA tool, but the pricing could be improved."
"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."
"The cost of this solution is a little bit high, but it is worth the price."
"The pricing of AA is similar to UiPath."
Information not available
"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
"The setup cost is high compared to others, especially when the scope is not fixed."
"It is very expensive because it is a big organization. You have to pay for additional things."
"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."
"The solution is expensive."
"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Financial Services Firm
12%
Manufacturing Company
10%
Government
7%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
By reviewers
Company SizeCount
Small Business57
Midsize Enterprise35
Large Enterprise179
 

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
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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...
What is your experience regarding pricing and costs for ServiceNow?
ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...
 

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
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Interactive Demo

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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
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: June 2026.
900,838 professionals have used our research since 2012.