Agiloft Service Desk Suite vs ServiceNow comparison

Why PeerSpot?

Agiloft and ServiceNow are both solutions in the Help Desk Software category. Agiloft is ranked #42, while ServiceNow is ranked #1 with an average rating of 8.6. Additionally, 100% of Agiloft users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

ServiceNow and Agiloft Service Desk Suite compete in the IT service management solutions category. While ServiceNow has widespread adoption and notable capabilities, Agiloft's flexibility and customization offer superior value for many users.

Features: ServiceNow's robust incident management, change management, and asset management are key highlights, with strong integration capabilities and advanced workflow automation. Agiloft provides highly customizable workflows and excels in contract management features, offering adaptable solutions across various industries and versatile configurability for tailored needs.

Ease of Deployment and Customer Service: ServiceNow typically requires a complex setup but offers extensive documentation and support for organizations with sophisticated IT needs, making it more suited to larger enterprises. Agiloft provides a straightforward deployment model, delivering a smooth onboarding experience with accessible support, favoring those valuing efficient implementation.

Pricing and ROI: ServiceNow generally has higher upfront costs, with significant ROI over time due to expansive capabilities for large enterprises. Agiloft's pricing model is budget-friendly with a quicker ROI, thanks to its flexibility and lower initial investment, appealing to cost-conscious buyers without losing essential functionalities.

To learn more, read our detailed Agiloft Service Desk Suite vs. ServiceNow Report (Updated: November 2026).

Buyer's Guide

Agiloft Service Desk Suite vs. ServiceNow

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

Venkat Sivaprakash

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.

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Matt Gibson

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.

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Hemanthreddy Vakiti

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.

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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

"Automation Anywhere is an easy application to learn."

"Automation Anywhere has a great learning curve, and we have automated processes through bots that ease our work by handling repetitive tasks and minimizing effort and work inefficiencies."

"Automation Anywhere offers valuable features, including command packages for PDF, Windows, XML, and Excel, as well as universal recording capabilities."

"The bot creation process is easy, manageable, and everything is well-organized for a developer. Everything is centralized."

"With its user-friendly user interface, our developers are able to quickly pick it up."

"Error handling plays an important role when you schedule a bot because if you are not physically present and something happens, you need to know what has gone wrong."

"The integration of Automation Anywhere into our clients' workflows, APIs, business applications, and documents was seamless, but it was a bit of a struggle until we realized that it has a built-in integration platform."

"Before, there was about four to five resources to extract it, now, with automation, this has helped us reduce the time to two to three minutes, then the work will be done."

More Automation Anywhere pros

"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."

"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."

"ServiceNow is really good."

"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."

"Discovery is super advantageous and has gotten us away from the manual work of walking the floor to find assets, while Automatic Workflows are a big deal that helps streamline processes and interconnect incident management."

"ServiceNow is open and does not restrict you from doing a lot of things, giving you a lot of flexibility to integrate, build legacy applications, and providing a lot of functionalities."

"It is quite flexible as a system and is very visual."

"The solution has a user-friendly interface."

"I can see a very good product strategy, we see enhancements or enhanced features in each of the releases, I see the roadmap is good and the technology underneath is also good."

More ServiceNow pros

Cons

"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000."

"Excel functionalities, the macro interface can be improved in the next release of RPA platform Automation Anywhere."

"It is frustrating at times to experience this instability, but we do find a solution and we are working on it to be better."

"I would like to have a bot as a service platform on AA Cloud."

"Automation Anywhere is a tool. It is not able to go ahead and extract the hand-written documents. Most of the automation tools that we have in the market are not able to get an accuracy of close to 80 to 90 percent on hand-written documents. So, I'm eagerly looking at a release from Automation Anywhere, wherein they could plug in an LP or look at some sort of a platform which could convert hand-written documents into a readable format. If they could bring in they own platform, this would make a big in-roads for the entire automation industry."

"I would like to have the ability to schedule bots by whichever one is available."

"In the last two years, with the help of IQ Bot, and what I learned today about this Attended Automation 2.0, I think they are addressing vital key challenges that we have faced so far."

"As a developer, the biggest con is the lag; it's pretty inconvenient to face that delay in things happening."

More Automation Anywhere cons

"We have found the documentation a bit confusing at times. This area could use some improvement."

"There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools."

"They're inconsistent. Depending on who you get, they may or may not be able to immediately provide the kind of response you need and sometimes they take a while to do it."

"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."

"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it."

"I have enjoyed all the features. There is not any feature that I have missed or didn't have."

"Over the two years that we've had ServiceNow up and running, we've had a couple of service interruptions."

"We have customized so much, so I think that might have contributed to the learning curve for me, just figuring out where the organization had put things and what terminology they use and where to look for certain things."

"There were performance issues, minor ones, with one customer."

More ServiceNow cons

Pricing and Cost Advice

"Additional costs will be for the machines and the number of machines that you are using. You can deploy virtually as well as on physical machines. In both the situations, you do need to allocate a certain budget for securing the machines and where the software will be installed and running. The machines cannot be used for anything else, because only a certain bot can run at a certain time. You need to be very particular about your scheduling of running the bots, and while the bot is running nobody can use the machine. You cannot have an agent working on a machine and the bot running in the background. It has to be completely dedicated. Then there are the network bandwidth requirements and space requirements, which are additional costs apart from the licensing and software costs. The developer is also going to charge you for their coding time too."

"The product’s pricing is reasonable."

"Because it reduced the time duration of our processes, our costs went down."

"Their overall pricing falls in the middle of the market. Cost-wise, Automation Anywhere is quite expensive because of their analytics, IQ Bots, and MetaBots. For a standalone machine, the pricing is okay. When adding in the licensing for IQ Bots (or MetaBots), it can become quite costly."

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

"There is an annual license to use the solution."

"Our advice is that anybody interested in this product should negotiate product bundles in order to reduce the cost of installation and setup."

"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."

More Automation Anywhere pricing and cost advice

"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."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"It has a higher cost compared to local/regional solutions."

"The solution is expensive."

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

"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."

"The product cost is higher than that of other vendors."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

No data available

Manufacturing Company

10%

Financial Services Firm

Outsourcing Company

Construction 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

No data available

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

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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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...

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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 ...

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What is the cost of implementation and maintenance of ServiceNow?

Nobody can give you a clean percentage without knowing your license tier, but here’s how I’d budget it, based on what...

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

October 2026

Download Agiloft Service Desk Suite product report

Buyer's Guide

ServiceNow

October 2026

Download ServiceNow product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Agiloft

Demo not available

ServiceNow

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

Agiloft Service Desk Suite offers a comprehensive suite of tools designed to streamline IT service management. With its robust capabilities and customizable workflows, it addresses the complex needs of businesses.

Agiloft Service Desk Suite excels in providing a flexible, adaptable platform that caters to IT service management needs. It supports a wide range of functions including automation, reporting, and customer service operations. Its no-code platform allows for quick customization, tailoring processes to organizational demands without heavy coding requirements. Users benefit from its ease of integration with other enterprise systems, ensuring seamless operations and improved service delivery.

What are the key features of Agiloft Service Desk Suite?

Custom Workflows: Easily configure workflows without coding.
Automated Processes: Streamline tasks with automation to increase efficiency.
Powerful Reporting: Generate insights with robust reporting tools.
Integration Capabilities: Connect with other systems for smoother operations.
Scalability: Adjust to business growth without disruptions.

What should users look for in reviews?

Ease of Use: Look for feedback on user-friendly interfaces and setup.
Customization: Consider comments on the adaptability of workflows.
Support: Check the availability and responsiveness of customer support.
Operational Efficiency: Evaluate improvements in process efficiency.
Cost-Effectiveness: Read about value for money and cost savings.

Agiloft Service Desk Suite is implemented across various industries, including healthcare, education, and finance, adapting to sector-specific challenges. In healthcare, it ensures compliance and improves patient service operations. Educational institutions use it for managing IT services effectively within budget constraints. Financial organizations rely on it for maintaining service quality and regulatory compliance.

Agiloft

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

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

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

Buyer's Guide

Agiloft Service Desk Suite vs. ServiceNow

November 2026

Free Report: Agiloft Service Desk Suite vs. ServiceNow

Find out what your peers are saying about Agiloft Service Desk Suite vs. ServiceNow and other solutions. Updated: November 2026.

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