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Cherwell Service Management vs HaloITSM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

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
640
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (24th)
HaloITSM
Average Rating
9.0
Reviews Sentiment
7.8
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (22nd)
 

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.
Thobile Moeketsi - PeerSpot reviewer
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.
Abhilash Sherkane - PeerSpot reviewer
Practitioner - Service Management at Peristent Systems
An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities
The product’s UI is very good. The tool’s performance is very good. The overall performance of the tool and the navigation is fast. It is very responsive. It has a lot of out-of-the-box integration capabilities with some of the common tools that we want to integrate. If something is not available out of the box, creating or configuring a new integration on HaloITSM is easier compared to other tools.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most valuable feature is the Excel operations because the most repetitive task which we used to do was Excel operations, and Automation Anywhere has the Excel commands feature where we can run Excel Macros, which is very valuable and is saving so much time for us."
"Using the Automation Anywhere University, you can go and train yourself to be an expert in the tool."
"Stability is great."
"We have saved around 90% of the time that would be required to perform tasks manually."
"What I appreciate the most about Automation Anywhere is how easy it is to use."
"The core RPA capability is valuable."
"The ability for it to be able to be scaled rapidly. For us, it has certainly provided a range of flexibility that we hadn't appreciated before we started. This means that in times of high demand for processes to be completed, we're able to quickly scale up on demand. That gives us that additional flexibility without the need to potentially consider contingent labor increases. So, it's sort of a head count avoidance increase. So, that's proved very useful for us."
"The most valuable part is that it have the integrated OCR solution within it. All the other solutions do not have the right integration of the OCR solutions. You need to go to two different places to get one solution. Whereas, in IQ Bot, there is one area where you get all these solutions together in one area. That is the most important and beautiful point that I like about IQ Bot."
"The dashboard is very useful to get a quick overview of current tasks."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"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."
"All our activities are carried out in the one place."
"The dashboard and the reporting functionality are the solution's most valuable features."
"We use the solution every day and quite extensively."
"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The most valuable aspect is that is is codeless."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The product’s UI is very good."
 

Cons

"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019. I'm looking forward to what will be there in A2019 because that's the area that we need to go forward. We are looking for Automation Anywhere to put up their efforts to make it easier by incorporating artificial intelligence and machine learning. Along with RPA, this would make our automation journey very easy. We can bring more processes into automation, that's where I am looking for automation to focus on."
"In high-availability, we have two Control Rooms acting as a cluster so if one fails the other one will take over. But that's not our environment operationally, and the latest information we have is that they identified another product bug."
"We would like to see the scalability improve from a local perspective."
"There should be a meeting between the Automation Anywhere team and the end-users to understand whether the process can be made to work on the first attempt."
"Document Automation has issues related to speed. When I compare Document Automation with IQ Bot, IQ Bot is faster than Document Automation."
"There is still a way to go for Automation Anywhere where we can see improvement. Mostly, we want to see more artificial intelligence and machine learning. Now, I can see only this mostly in the IQ Bot where we construct the data from PDFs. I also want to see more features where we can use the artificial intelligence in automating tasks as well."
"While the ease of use for non-tech users is good, it could be improved."
"We have observed that AA gets locked sometimes."
"The support from the actual manufacturer is poor."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"The solution could be more user-friendly."
"Agile delivery should be supported."
"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"The stability, specifically in the on-premises deployment model, could be improved."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"The product does not have its own orchestration engine."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
 

Pricing and Cost Advice

"Our annual licensing costs are about $500,000."
"It is not cheap, but we are able to get an ROI."
"I have heard that Automation Anywhere is expensive."
"They are already coming out with a community license, which is really good. That's something that I wish to have."
"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."
"Pricing is affordable and I would recommend beginning with the Starter Package."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."
"For an ITIL user, the cost is probably about 50 bucks a month."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
"The product’s pricing is competitive and less complicated."
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
11%
Construction Company
11%
Computer Software Company
7%
Construction Company
12%
Computer Software Company
10%
Manufacturing Company
10%
Healthcare Company
9%
University
11%
Government
10%
Healthcare Company
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
No data available
 

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)
No data available
NetHelpDesk
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.
Find out what your peers are saying about Cherwell Service Management vs. HaloITSM and other solutions. Updated: June 2026.
900,644 professionals have used our research since 2012.