Cherwell Service Management [EOL] vs TOPdesk comparison

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Ivanti and TOPdesk are both solutions in the Help Desk Software category. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

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Executive SummaryUpdated on Aug 11, 2026

Cherwell Service Management EOL and TOPdesk are competing in the IT service management landscape. TOPdesk has a slight edge with its modern interface and cloud-based functionality.

Features: Cherwell Service Management is flexible with customizable dashboards allowing tailored workflows. Its adaptable nature suits complex environments. TOPdesk integrates seamlessly with various platforms and offers collaborative tools enhancing team coordination. It features a modern interface and robust cloud capabilities.

Room for Improvement: Cherwell Service Management requires significant resources for customization and lacks streamlined integrations. Its on-premise setup can be a limitation for some. TOPdesk's price model could be more transparent, and while its ease of use is noted, implementation requires precise execution. Feature expansion for more niche needs could improve its offering.

Ease of Deployment and Customer Service: Cherwell Service Management offers an on-premise deployment that's customizable but resource-intensive. It appeals to organizations with specific infrastructure needs. TOPdesk's cloud-based deployment is user-friendly with strong customer support, reducing the technical burden and making it accessible to many organizations.

Pricing and ROI: Cherwell Service Management has higher upfront costs due to customization, but offers significant ROI for organizations leveraging its capabilities fully. TOPdesk presents a more straightforward pricing model with lower initial costs. Its cloud convenience allows for predictable budgeting and faster ROI as deployment times are minimized.

To learn more, read our detailed Help Desk Software Report (Updated: September 2026).

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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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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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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

"Movement on cloud architecture according to me provided by AA2019, will be most beneficial as it will be easy to use and will provide flexibility."

"Automation Anywhere has benefited our company as we've been able to process thousands of transactions daily through various automations that distribute work, classify work, and handle claims, doing preliminary work for the finance team."

"For us, the features of Automation Anywhere help us scale our automations and standardize our processes."

"What Automation Anywhere has done is free up more time for our staff, and they're able to handle exceptions in our processes instead of having to do the mundane, repetitive tasks they were doing previously."

"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."

"IQ Bot is a valuable feature. It processes unstructured data to structured data. It helps me by making tasks less time consuming. It reduces the effort it takes versus manually."

"Non-developers can use the tool to create bots. Also, it is very easy for developers to use."

"Automation Anywhere has improved my company significantly; earlier we were dependent on the client installed on local machines, but now it is completely web-based, so we don't have to worry about having a dedicated VM."

More Automation Anywhere pros

"We use the solution every day and quite extensively."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"All our activities are carried out in the one place."

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

More Cherwell Service Management [EOL] pros

"TOPdesk is overall very stable."

"The most valuable feature of TOPdesk is the reports."

"As we have moved to an off-premises deployment, we get regular updates."

"Change management is the most critical feature."

"The most valuable feature of this solution is the incident management module."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"Technical support is great and we have not had any issues with them."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

More TOPdesk pros

Cons

"Automation Anywhere changed OCR features in A2019. My suggestion is to improve the OCR command scope and usability. We use OCR for PDF data extraction as we use in V. 11.x product."

"When we are moving from one version to another version, it's very difficult because most of the features stop working. They should first test everything and then release the new version. For example, there's a system variable known as the Excel Cell Row.... When going from version 11.1 to 11.3, this variable was suddenly not supported, and most of our bots were dependent on that. Everything went down..."

"The integration in UiPath is much better. Automation Anywhere's latest version has improved. It's fine but not as good as UiPath."

"Productivity increased when we implemented Automation Anywhere, but it did not meet the client's expectations regarding the number of human workers it replaced."

"The GUI needs to be improved."

"I would like to see more bots available right out-of-the-box in the SAP area."

"The AI centricity is a bit behind compared to the way we see Microsoft and AWS doing it. This is the feedback that I have also given to them. They need to expand themselves to provide more services than just RPA. Only RPA may not be enough for us, and it would not be our preferred choice for an automation tool."

"As a developer or user, I feel that the performance of the overall package could be made a little better or reliable. For example, if I'm opening up a heavy Excel file, which is uploaded in some shared drive over the net, and I have my box coded to open that Excel to do some work or formatting on it, and depending on the network load and the size of the file, this client version while trying to access that file becomes unstable at times. It goes into the hang position until a human being comes in, ends the task, and restarts it. Until this happens, it does not respond."

More Automation Anywhere cons

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The support from the actual manufacturer is poor."

"The stability, specifically in the on-premises deployment model, could be improved."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Access is only available if we're on VPN."

"Agile delivery should be supported."

"The solution could be more user-friendly."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

More Cherwell Service Management [EOL] cons

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"The solution should be made more user-friendly."

"The solution's change management could be better."

"Change management implementation, facility management, and making reservations on assets can be improved."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"It is time-consuming to add new users."

More TOPdesk cons

Pricing and Cost Advice

"We have a three-year contract with Automation Anywhere."

"It is the most economically friendly and it provides you with a lot of functions."

"The solution's pricing is pretty decent."

"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."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."

"The setup cost for this is onetime and licensing is based on your choice of product."

"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"The solution is inexpensive compared to competitors."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"TOPdesk's pricing is cheaper than Jira's."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution's pricing is reasonable and not expensive."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

10%

Healthcare Company

10%

Outsourcing Company

12%

Manufacturing Company

11%

Financial Services Firm

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	563

No data available

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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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What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

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What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

Help Desk Software

September 2026

Download TOPdesk 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

Ivanti

Demo not available

TOPdesk

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

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

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

Ausenco, Highlights for Children, B/E Aerospace

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

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

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