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Cherwell Service Management vs Spiceworks comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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)
Spiceworks
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
47
Ranking in other categories
Help Desk Software (14th), IT Asset Management (12th), IT Infrastructure Monitoring (44th)
 

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.
Rohit Samel - PeerSpot reviewer
Account Manager Enterprise Sales at Navdeep Technologies Pvt.Ltd
Cloud storage with no hardware needed and great comprehensive reports
The software is cloud-based, so I do not need to store any data locally. It is a fully software-based solution, eliminating the need for investment in hardware. We have the capability to create reports as needed. It is good software to use, as there were no incidents where I needed to contact technical support. Additionally, it is free software.

Quotes from Members

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

Pros

"I don't think one feature is more valuable than any other. In my opinion, the value is in the totality of the platform. It is easy to use for our developers with a well laid out UI and many canned tools. The Control Room is very easy to navigate and mostly intuitive to use."
"Since it can be utilized 24/7, the ROI is pretty high with minimal efforts and resources by using unattended automation."
"The features like IQ Bot and Metabot have helped our organization to gain business trust and provide a greater number of unique solutions to our clients for complex projects."
"I have some metrics at the top of my head, but they're a little abstract. Accomplishing what we've done so far with the bots in production would take 40,000. It's not a direct correlation of full-time employees because that's all work that would not have gotten done because they don't have time for that kind of nitty-gritty work."
"Toward this life cycle, we have a very structured approach of governing, monitoring, and tracking, that's the approach we have taken. Insights we gain from this governance, we apply towards automation strategy and implementations. We've done this for many clients across the globe. We are happy to share those experiences with some of you as well."
"The cognitive automation gives us an edge towards intelligence using IQ Bot, and this allows us to integrate and give a combined solution to a customer."
"The built-in features, such as the connector builder and AI development tools, are easily accessible, keeping the software up-to-date."
"The most valuable feature of this solution is the automation of manual tasks, which save us time."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"The dashboard and the reporting functionality are the solution's most valuable features."
"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."
"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 dashboard is very useful to get a quick overview of current tasks."
"Tracking common issues has been improved."
"The solution is easy to use and easy to manage."
"Spiceworks is very easy to install and configure generally."
"The ROI is high as we only divert one small VM server that needs little maintenance and is worry free."
"Customer Service: Pretty good, but some issues were unresolvable."
"Considering this is AdWare this is a very good product with all the right tools for a medium sized IT department."
"Spiceworks gives you a very good but basic help desk platform that is easy to implement and use."
"Customer Service: Over 10/10 as the user network is incredibly active."
 

Cons

"The solution should include an analytics dashboard. As the space is maturing, many vendors sell functionalities as separate components so this is not unique to the solution."
"Applications like Microsoft Power Automate do have zero-code systems. I've not done much research on Automtin Anywhere in comparison. However, if Automation Anywhere could also have something of that sort, that would be a game changer."
"Automation Anywhere needs to have more testing tools to improve the testing portion of the solution."
"I would like to see more complex use cases coming out for our industry."
"Having some more pre-mapping and pre-setup analysis of what you're going to be doing with it would be helpful."
"Reporting could be better because there is a little bit of overkill in getting information about the utilization of the bot license. This could be a little bit improved."
"Automation Anywhere is easy to use, even if you lack technical skills. People without deep technical expertise can easily develop scenarios."
"Triggers work in the attended mode on Automation Anywhere. I would love it if we could use triggers in the unattended mode too. This way we can use the feature more in our IT sector. E.g., when any service or folder is accessed by unauthorized person, we want to be able to get an immediate trigger, even on "out of office", this would be helpful for my organization."
"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 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."
"The support from the actual manufacturer is poor."
"Access is only available if we're on VPN."
"Agile delivery should be supported."
"The only issue encountered was setting up the email server information."
"The ticketing system could be more robust, more like a service desk."
"I am a bit emotionally triggered and pissed off because of it because it's wasting my time and it's not what I want."
"The navigation is a little heavy and not as smooth as some ticket management software; this must be because it’s web based and has a lot."
"It's got great potential, but too many security and resource issues."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"For now this suits our needs, although a Linux version would also be a great improvement."
"The SNMP sniffer requires a lot of work to get right."
 

Pricing and Cost Advice

"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."
"Costs savings have been seen by employing bots for multiple shifts instead of people."
"Their licensing processes are in par with most industry standards."
"The cost is anywhere between $10,000 and $100,000."
"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."
"It saves on the quality of work, because the quality can be bad when somebody's doing it. If a bot does the work, it's faster and comes with good quality. These are two important things along with the cost saving in the long run. That's where the value is."
"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."
"One of the key features that we chose, the bot as a service or the BotFarm, when they launched version 11.3, they decided not to have the BotFarm anymore. This put us in a situation because we expected to have bots on demand, just like our cloud software. This would have been cost efficient for us to use. We hope to see this again being realized with A2019. I hope the scalability from an on demand basis improves."
"For an ITIL user, the cost is probably about 50 bucks a month."
"The product is free! Get it now."
"The tool is cheap."
"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."
"It's free."
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Comparison Review

it_user174738 - PeerSpot reviewer
IT Developer at a tech services company with 51-200 employees
May 31, 2015
Nagios vs. Zabbix vs. PRTG vs. Spiceworks vs. Solarwinds Network Performance Monitor
I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want…
 

Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Construction Company
12%
Manufacturing Company
8%
Computer Software Company
8%
Energy/Utilities Company
8%
Construction Company
15%
Computer Software Company
10%
Manufacturing Company
8%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise14
Large Enterprise10
 

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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What needs improvement with Spiceworks?
I am unable to provide suggestions for improvement at this moment, however, I can provide feedback later. Currently, ...
What is your primary use case for Spiceworks?
If our customers need backup support, we can work with them and provide it. Whatever solution the customer requires, ...
What advice do you have for others considering Spiceworks?
It performs its intended functions. We may use it, but perhaps not for ourselves, but for our customers, potentially ...
 

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
Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
Find out what your peers are saying about Cherwell Service Management vs. Spiceworks and other solutions. Updated: August 2026.
908,800 professionals have used our research since 2012.