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Agiloft Service Desk Suite vs Serviceaide ChangeGear comparison

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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
6.8
Number of Reviews
666
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 Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (43rd)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (26th), IT Service Management (ITSM) (24th)
 

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

"It reduced cost and effort significantly; yearly, our organization saved $14,000, the company started to save more, and increased efficiency in the field of automation then started to pioneer."
"In human resources, we created several core SAP systems so that the basic users in human resources can reduce redundancies by 10 times with very little cost."
"It is a great solution."
"I would rate Automation Anywhere a nine out of ten."
"Automation Anywhere brings speed with accuracy; we are replacing a lot of manual work that our agents used to do, this has been automated now, and we get things done faster."
"Automation Anywhere is a decent competitor and gives a better solution."
"I think most of the keystroke level activities that users used to do in probably the last five years is now taken care completely by Automation Anywhere and similar RPA providers."
"We have saved around 90% of the time that would be required to perform tasks manually."
"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%."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"Our customer service and productivity have increased in quality and quantity since using this product."
"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."
"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 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."
"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."
"This is really easy solution to scale up and get get going to add new catalog items."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
 

Cons

"In Automation Anywhere, the logging process is manual. We have to manually log each instance where the bot fails or the progress of a task. Automating this through a new feature would help developers simplify their development process."
"An option should be provided to disable the flow and dual-mode since those are not used often by the developers, and hence take up extra space on the screen."
"Maybe not improved but I heard that the 2019 version is going to look more like UiPath, which is not ideal for a typical/classic developer."
"To improve Automation Anywhere, I suggest enhancing the documentation and tutorials because sometimes they are not very clear."
"The areas that need improvement are the license management, user access permission, user role access management, and technical support."
"Automation Anywhere lacks a desktop version and is solely web-based and cloud-based. Automation Anywhere is not so easy for business users who are not technical."
"However, if documents are scanned and not clear, the accuracy is not up to the mark."
"We have trouble with large volumes of data in Excel and are not getting good results."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"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."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"It loses points because it’s not GUI enough, too code-y."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"Usability for IT analysts could be improved."
"We had a lot of issues with non-Windows servers during implementation."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
 

Pricing and Cost Advice

"It's cheaper than other similar solutions."
"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."
"Our annual licensing costs are about $500,000."
"I don't deal have cost specifics but I can say it is a tool that provides value for the money."
"One of the key features that we chose, the bot as a service or the BotFarm, when they launched version 11.3, they decided not to have the BotFarm anymore. This put us in a situation because we expected to have bots on demand, just like our cloud software. This would have been cost efficient for us to use. We hope to see this again being realized with A2019. I hope the scalability from an on demand basis improves."
"The setup cost depends on multiple factors, so you need to get details before choosing."
"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."
"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."
"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
No data available
Construction Company
20%
Comms Service Provider
12%
Outsourcing Company
10%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
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.
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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
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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: September 2026.
915,325 professionals have used our research since 2012.