Agiloft Service Desk Suite vs ServiceNow comparison

Agiloft and ServiceNow are both solutions in the Help Desk Software category. Agiloft is ranked #45, while ServiceNow is ranked #1 with an average rating of 8.5. Additionally, 100% of Agiloft users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

Comparison Buyer's Guide

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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: June 2026).

Buyer's Guide

Agiloft Service Desk Suite vs. ServiceNow

June 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

"The return on investment from Automation Anywhere at our organization has been both tangible and intangible, delivering value far beyond the initial financial calculation."

"This solution has gives us greater employee satisfaction because manual recurring work has been reduced."

"The best part about A2019 is its ease of use. You don't need to be a coding champ or an expert to use and implement A2019 in automating tasks. It's very easy to learn, tweak, and implement in your day-to-day tasks, especially features like capture/record is completely marvelous."

"Automation Anywhere has helped us with efficiency and accuracy."

"The Control Room is the most important feature, where we can manage the bots and publish to various bot runners in the environment."

"The solution has helped us increase productivity."

"With IQ Bot, we can now include cognitive automation into our process. The cognitive document processing is pretty good with IQ Bot."

"Automation Anywhere has been an integral part of this product's evolution in general. A hindrance that we were faced with was companies who did not have API integrations for Salesforce. This is where RPA and Automation Anywhere came in and helped us with integrating solutions which did not have API integrations within themselves. That's how we've evolved in the past two to three months."

More Automation Anywhere pros

"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."

"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."

"ServiceNow is close to perfect, it delivers exactly what is needed in terms of keeping track of information in our records."

"ServiceNow can be used for service requests and change management."

"There are a ton of features and capabilities that can be used to automate processes within your organization and have a single source of data and this is an exceptional tool for that."

"HR Case Management and Customer Service Management are two of the key areas which clients are using."

"Data in reports and dashboards are easily accessible."

"Good stable and scalable solution."

"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."

More ServiceNow pros

Cons

"One key feature for improvement I have been providing feedback on through the MVP program is enhancing natural language conversation to action. The Automation Anywhere product team is actively putting this feature into their roadmap, which I believe is crucial."

"Scalability has been a pain point; the scalability is there, but there are ongoing operational issues with it."

"Now, it is a big complex to download the product and install it, then again to install the patches. So, it takes a lot of time to download it."

"The support and user community need improvement. For example, it would be nice to have a place for those who create bots to have a place to share information and success stories."

"It would be better if they could extend the support for AA version 11 for a few more years, as most of the companies have tasks completed in AA version 11, and A2019 is much slower compared to AA 11."

"Automation Anywhere can be improved by integrating self-correction capabilities into the bots, particularly as we develop RPA, where changes in environment paths require additional redeveloping efforts."

"I would like to see better and more technical use cases for the AI features, showing how to build them instead of repeated general examples."

"Some of the things I have not appreciated about Automation Anywhere is that when I was setting it up at the beginning, it was a bit complex and it required some technical knowledge for me to set it up; however, there was documentation about its use that helped me in setting it up, but mostly the setup is a bit complex."

More Automation Anywhere cons

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

"On the flip side, until very recently the overall UX experience was very poor as everything is either based on a form or a list."

"The setup wasn't as straightforward or easy as it should have been."

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

"ServiceNow can be improved primarily in terms of licensing."

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

"Our initial setup was not the best. We had some issues with it with the company that implemented it for us."

"ServiceNow claims to help a lot, but once you sell the product, it's as if you're on your own."

"The solution's user experience could be improved concerning its UI and portals."

More ServiceNow cons

Pricing and Cost Advice

"We have saved a lot of money on taxes based on the stuff that we run."

"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."

"They have a ridiculously expensive bot licensing structure, especially for the Asian region."

"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."

"I've seen the price vary by whether the client is going to scale and adopt a tool."

"Our annual licensing costs for the entire company are $100,000."

"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."

"It saves me around $100,000 a year."

More Automation Anywhere pricing and cost advice

"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%."

"The mandatory minimum is US$ 20,000 for licensing."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"It is fairly expensive."

"They could be more competitive with their licensing."

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

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"It is an expensive platform."

"This is a pretty expensive product, so the licensing could be better."

More ServiceNow pricing and cost advice

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900,644 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

No data available

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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 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...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

JIRA Service Management vs Agiloft Service Desk Suite

Compared 33% of the time

Zendesk vs Agiloft Service Desk Suite

Compared 22% of the time

BMC Helix ITSM vs Agiloft Service Desk Suite

Compared 9% of the time

Serviceaide ChangeGear vs Agiloft Service Desk Suite

Compared 8% of the time

Clarity SM vs Agiloft Service Desk Suite

Compared 7% of the time

More Agiloft Service Desk Suite Competitors

IBM Maximo vs ServiceNow

Compared 6% of the time

BMC Helix ITSM vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

May 2026

Download Agiloft Service Desk Suite product report

Buyer's Guide

ServiceNow

May 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

June 2026

Free Report: Agiloft Service Desk Suite vs. ServiceNow

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