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Alemba Service Manager vs Serviceaide ChangeGear comparison

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Executive SummaryUpdated on Nov 3, 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 (2nd), AI Procurement & Supply Chain (1st)
Alemba Service Manager
Average Rating
7.4
Reviews Sentiment
6.3
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (33rd)
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) (26th)
 

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.
reviewer1099623 - PeerSpot reviewer
ICT Analyst at a energy/utilities company with 5,001-10,000 employees
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
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

"With the help of Bot, it has increased the productivity of the current process and we do not need to spend more time on error resolution and rectification."
"I appreciate that Automation Anywhere is so user-friendly, and currently, our team is learning Power Automate and migrating some of the processes as we go."
"An easy to deploy and learn automation tool that can save resources, effort and money."
"The most valuable feature is its easy to use."
"It is easy to install and use."
"It is very self-explanatory, making it easy for non-technical users to develop."
"I really like the Automation Anywhere University website because it has a lot of good documents that you can read to learn about the solution."
"In the finance department, this solution has saved us a lot of money."
"The workflow is very good, as well as customizable."
"Incident Management is the most valuable feature of the solution."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"From the time we started using vFire, we were able to ensure continuity tracking of Service Tickets (incident and request fulfillment-related)."
"CA Technologies support is excellent."
"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 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."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"The ability to add Additional Information Screens on the fly."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
 

Cons

"As a solution, it could have been easier to use than in the current state."
"One thing I learned with Co-Pilot is that it is very static. For instance, when dealing with tables and their headers, I must program them in a form. If my build changes, I have to return to my form and update the table titles. Features like looping are missing from Co-Pilot."
"Automation Anywhere has some limitations."
"The process discovery side needs improvement."
"One way Automation Anywhere can be improved is in ticketing."
"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."
"As a business user, I would like to have a feature wherein the bot is run on demand, whenever an email with a specific keyword or whenever a specific pers sends an email to the bot's email address."
"Although, IQ Bot has data being extracted from it. It can improve with more features, like handwritten copies that are readable."
"We had issues with the user interface, the way it was structured wasn't that user-friendly."
"The product should improve its ability to integrate with third-party tools."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The reporting needs to be improved."
"Their service management application needs a lot of work."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"We had a lot of issues with non-Windows servers during implementation."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"Flexibility to customize."
"It loses points because it’s not GUI enough, too code-y."
"Usability for IT analysts could be improved."
 

Pricing and Cost Advice

"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"Costs savings have been seen by employing bots for multiple shifts instead of people."
"I don't deal have cost specifics but I can say it is a tool that provides value for the money."
"It costs up to $1,200 per license."
"The pricing is reasonable and one can achieve ROI faster when compared to other tools."
"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"In the Indian market, I feel that for mid-size companies, such as ourselves, that having multiple bots costs a lot. If Automation Anywhere wants to expand in the Indian market, they will need to look at their pricing."
"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"The product is much cheaper than ServiceNow."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Comms Service Provider
13%
Government
12%
Construction Company
10%
Outsourcing Company
8%
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 Enterprise82
Large Enterprise558
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)
vFire
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
Oakwood Systems Group
Find out what your peers are saying about Alemba Service Manager vs. Serviceaide ChangeGear and other solutions. Updated: September 2026.
913,924 professionals have used our research since 2012.