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

Agiloft Service Desk Suite vs Serviceaide ChangeGear comparison

Sponsored
 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
661
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 (1st), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

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.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
Umair Akhlaque - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"The cognitive automation gives us an edge towards intelligence using IQ Bot, and this allows us to integrate and give a combined solution to a customer."
"From a manageability perspective, this solution is very good."
"We are measuring ROI through quality: Reducing errors, saving time, and saving money."
"We have used document processing from the beginning. We have a few use cases running in production, processing thousands of documents. With the success rate of more than 80%, it's efficiently extracting data for us."
"Automation Anywhere is the first RPA solution we have taken and suggested implementing it to our customers, and it has helped tremendously in assisting our customers in achieving their goals."
"From an organizational perspective, it has improved how we work and determine, "Is there a better way to do things?" and, "How can we challenge the status quo?" This builds a continuous improvement mindset throughout our organization."
"The deployment is very easy."
"One of the things I appreciate the most about Automation Anywhere is that it's in the cloud, so when we are on-site on a project, we collect a lot of data, hand it to this bot, and it runs the function; by the time we reach our destination, whether we move from San Francisco to New York, it's equivalent to 20 people's work in six hours, utilizing quite a few attended or unattended bots."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Our customer service and productivity have increased in quality and quantity since using this product."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"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 ability to add Additional Information Screens on the fly."
"This is really easy solution to scale up and get get going to add new catalog items."
"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."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
 

Cons

"Automation Anywhere could improve by better integrating with DevOps. Currently, it cannot be integrated 100% with DevOps methodology, which many companies are requiring."
"When you are hosting the application, that is when it is a little more complicated to set up. You need to talk to the IT department, as you are actually outside of their firewall, then you are coming back inside their cloud."
"I feel A2019 is still not completely ready and the discontinuing of version 11 is a negative impact for all of the users and clients."
"The product is good, no doubt about it, but we need the OCR for handwritten documents, the web-based solution, and the licensing has to be improved."
"One aspect I wish to mention regarding needed improvements is that Automation Anywhere currently works only on Windows systems."
"Copilot is an area with a lot of scope for improvement. It's the number one thing to improve."
"With the automation copilot, if I have any internal tool or application and I want to pass on variables, I don't have it. Maybe the team can work on it to make it more efficient to make it work better across all automations."
"I would like to see a global error handler introduced, which will explicitly handle errors over the entire project."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"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."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"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."
"Few probes need improvement in their function and the way they get deployed for monitoring."
 

Pricing and Cost Advice

"The price is very reasonable."
"Subscription for Automation Anywhere (AA) is paid yearly."
"The solution is costly and the licensing is very confusing."
"The certifications are free of cost."
"The price of this product is good."
"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."
"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."
"There is an annual subscription for Automation Anywhere."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
Information not available
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
903,067 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
16%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Construction Company
18%
Comms Service Provider
9%
Financial Services Firm
9%
Religious Institution
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
No data available
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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)
No data available
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Oakwood Systems Group
Find out what your peers are saying about Agiloft Service Desk Suite vs. Serviceaide ChangeGear and other solutions. Updated: June 2026.
903,067 professionals have used our research since 2012.