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Cherwell Service Management vs Samanage comparison

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Comparison Buyer's Guide

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
662
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 (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) (26th)
Samanage
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
Help Desk Software (25th), IT Asset Management (18th), IT Service Management (ITSM) (25th), License Management (8th)
 

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.
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

Quotes from Members

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

Pros

"Automation Anywhere is a great platform; it is the tool that allowed us to bring back to life former plans to create our digital workforce."
"So far, the experience with Automation Anywhere in the last two and a half years has been wonderful."
"Automation Anywhere is a good platform with extensive capabilities that has innovated and kept their platform more centered and relevant in the market by introducing AI and agentic capabilities."
"Since our implementation, I can vouch for the fact that it is very easy to use. You do not need to know a lot of coding, even the business users, who have virtually no idea of coding, can easily operate it. They can run their bots and have the analysis ready for higher management. This is something which provides a great ease of use, and also in part why it is scalable."
"This tool provides us with easy accessibility for adopting the new process, as it is more user-friendly, and many new resources are able to grasp the tool and start doing the automation with ease, which is basically missing in the other vendors' tools."
"Automation Anywhere has helped in automating business processes for simple to complex business cases and also helped in understanding, learning, and discovering new automation ideas."
"Before the automation, it used to take about two to three hours, now, with automation, it takes about 40 minutes."
"The most valuable feature is its easy to use."
"All our activities are carried out in the one place."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"The dashboard and the reporting functionality are the solution's most valuable features."
"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."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard is very useful to get a quick overview of current tasks."
"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."
"The most valuable features are problem management and change management."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
 

Cons

"I would like to see a comment feature that allows you to embed comments/notes into an action sidebar, without having to actually take up a line of code in order to write such a statement."
"Most of the Excel commands such as filtering and removing duplicates are not available."
"Product support for our customers needs improvement. They should increase the support personnel."
"The initial setup was a bit difficult and took more time than expected."
"I think it is a little bit of an ongoing struggle, because we don't deal with the infrastructure. We have a separate infrastructure team that sorts all that out. So, sometimes there are communication issues just trying to get our internal IT team onboard to run through the installs and that sort of thing. But, definitely with the new cloud version coming onboard, we'll be looking toward going to that. Hopefully it'll resolve some of that friction that comes about through the install process and complexity."
"Sometimes I get challenges with the customer support team; when I contact them, they are sometimes busy, and I get delays in replies."
"In the A2019 community edition, while running its taking time to run RPA bots and having few bugs related to IQ Bot server connectivity and other things."
"At some places, the if-else statements become so confusing so, at that place, they can change the UI for better understanding. Apart from this I liked this tool and would like to continue working on this."
"Access is only available if we're on VPN."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Agile delivery should be supported."
"The support from the actual manufacturer is poor."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"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."
"The system shuts down about once a month which is frustrating."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
"There are definitely areas for improvement, but so far, so good."
"The setting up process is not quite easy. It's quite difficult."
 

Pricing and Cost Advice

"It costs up to $1,200 per license."
"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."
"I think the solution's pricing is reasonable."
"We save approximately 10,000 hours per year."
"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."
"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."
"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."
"Subscription for Automation Anywhere (AA) is paid yearly."
"For an ITIL user, the cost is probably about 50 bucks a month."
"It is expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Construction Company
12%
Healthcare Company
9%
Computer Software Company
8%
Manufacturing Company
8%
Construction Company
17%
Comms Service Provider
9%
Financial Services Firm
9%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
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)
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Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about Cherwell Service Management vs. Samanage and other solutions. Updated: August 2026.
908,858 professionals have used our research since 2012.