BMC Remedyforce [EOL] vs Serviceaide ChangeGear comparison

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BMC and Serviceaide are both solutions in the Help Desk Software category. Additionally, 88% of BMC users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

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Executive Summary

We performed a comparison between BMC Remedyforce [EOL] and Serviceaide ChangeGear based on real PeerSpot user reviews.

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Buyer's Guide

Help Desk Software

September 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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Syed Abu Owais Bin Nasar

Software Consultant at ibl-unisys

Good reporting and easy to use but needs to offer better integration capabilities

The product offers quite limited memory. That needs to be expanded. They need to make it possible to more easily customize the user interface. The product could offer better integration capabilities. Right now, we are trying to integrate some on-prem solutions to Remedyforce. We're having some problems doing that right now. Due to the fact that the solution must be accessed through the internet, if your internet is not good, you'll have trouble accessing the product. It would be ideal if there was an on-premises option. Technical support can only be reached via email. It would be nice if we could speak with them directly.

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Umair Akhlaque

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.

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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

"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."

"I have been using Automation Anywhere for the past five years and it is one of the best tools to automate manual tasks."

"We have automated over 2000 man-hours."

"Web-based control is the most valuable feature. We can access it from anywhere in the world with the control room URL and in any browser. Bot Insights make our report generation and other insights view easier. We can export the data in the form of CSV, PDF, etc."

"Before Automation Anywhere, the insurance companies used to transfer data manually from one app to another, but after introducing them to automation the speed and accuracy have been outstanding."

"It is easy to automate SAP by using Cloning and Metabot."

"Based on my experience, I have found Automation Anywhere to be more stable and accessible."

"Our organization used to have a process which took five business days to do: our monthly pricing update. This was a very manual process. Our very first bot built was to automate this process. Now, the bot runs in the background every month and the process takes less than a day to run."

More Automation Anywhere pros

"Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."

"The reporting is very good and you can do incident matching."

"BMC Remedyforce is a good tracking service in general."

"The solution is highly customizable, however, meaning it will quite easily fit into almost any company's requirements."

"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."

"The cost is quite high but since they are one of the big four companies for this type of development platform, I think the price is okay."

"The feature that we like best is the stability of the product."

"Customer and technical support are very good. Their response to issues and the resolutions are the fastest across all of our cloud competitors."

More BMC Remedyforce [EOL] pros

"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."

"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 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."

"Improved the effectiveness of my Service Desk Team and improved the SLA timing."

"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."

"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."

"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."

More Serviceaide ChangeGear pros

Cons

"I would like to see more bots available right out-of-the-box in the SAP area. For example, if you take the overall OTC in our organization, we have to contact 15 teams. Even if we provide one big bot for the OTC, it won't work. It will not be used by one person. So if there could be more specific bots out-of-the-box, that would be really helpful."

"The cost of this solution can be improved."

"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."

"However, it does not work as well with retrieving data from images."

"The focus on usability and user experience is bang on. Addressing several personas and making it easy for every persona to adopt and embrace is the spot on focus. That's an area that has a lot more room to improve. In the absence of that, the skills and expertise in the industry are going to struggle and if you need broader adoption, which has maximum potential, the persona-based user experience is a focus and I'd say Automation Anywhere is already working on."

"The biggest challenge that I have with Automation Anywhere is the pace of upgrades that they do. We are not an IT company, we are a mining company. We are very conservative in doing our upgrades and moving from one platform to another. Upgrades are one of the challenges we are having with Automation Anywhere."

"Technical support is not very good and they sometimes promise what they cannot deliver. They promised us that they would implement multitrigger and according to sources delivery of that functionality is not in their plans."

"I would like a couple more features where I can talk and the line comes up automatically."

More Automation Anywhere cons

"We've dealt with technical support in the past and have not been satisfied with the level of service that was provided to us."

"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."

"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."

"At the end of the day, it came to a point where we were trying to extend beyond what was available and the solution was no longer adding any more value."

"I don't like the product at all. It's not user-friendly."

"Personally, I thought the setup was somewhat complex as it seemed there were three ways to do the same thing."

"The ease of customization needs improvement."

"The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs."

More BMC Remedyforce [EOL] cons

"Few probes need improvement in their function and the way they get deployed for monitoring."

"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."

"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."

"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."

"Importing data with relations is difficult and could be better."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"Annually, we are paying almost one million reais."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

"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."

"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."

"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."

"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."

"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

More Automation Anywhere pricing and cost advice

"The cost may be higher, but it is backed up by the great product and superb customer service."

"My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."

"Licensing should be reviewed and understood before making the purchase."

"BMC Remedyforce is extremely reasonable when talking about licensing costs."

Information not available

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Outsourcing Company

24%

Construction Company

10%

Comms Service Provider

Transportation Company

Construction Company

20%

Comms Service Provider

12%

Outsourcing Company

10%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	5
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

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...

See all answers

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...

See all answers

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.

See all answers

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Comparisons

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Microsoft Power Automate vs Automation Anywhere

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AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

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No data available

ServiceNow vs Serviceaide ChangeGear

Compared 14% of the time

Clarity SM vs Serviceaide ChangeGear

Compared 12% of the time

BMC Helix ITSM vs Serviceaide ChangeGear

Compared 7% of the time

CaseXellence vs Serviceaide ChangeGear

Compared 4% of the time

TOPdesk vs Serviceaide ChangeGear

Compared 4% of the time

More Serviceaide ChangeGear Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Remedyforce [EOL]

September 2026

Download BMC Remedyforce [EOL] product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download Serviceaide ChangeGear product report

Also Known As

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

Remedyforce

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Interactive Demo

Automation Anywhere

Demo not available

BMC

Demo not available

Serviceaide

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

BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Built with speed and flexibility in mind

Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing

BMC

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?

Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
Automation: Automates routine tasks to improve efficiency and reduce human error.
Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.

What benefits or ROI can users expect?

Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
Scalability: Supports business growth with adaptable and scalable processes.
Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21

Oakwood Systems Group

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: September 2026.

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