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Cherwell Service Management vs Xurrent comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Feb 1, 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
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)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (32nd)
 

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.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

Quotes from Members

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

Pros

"The best part about A2019 is its ease of use. You don't need to be a coding champ or an expert to use and implement A2019 in automating tasks. It's very easy to learn, tweak, and implement in your day-to-day tasks, especially features like capture/record is completely marvelous."
"The most valued feature of Automation Anywhere is its Excel functionality; earlier in my career, I used Process Studio as my RPA tool and there was no flexibility of retrieving single cells, but Automation Anywhere has the flexibility to extract data from Excel."
"We are trying to do about 100 automated processes this year, and I have confidence that the solution is able to cater our needs."
"One thing I appreciate about Automation Anywhere is that we do not need to run around with multiple platforms, because Automation Anywhere provides an end-to-end solution."
"The management works well."
"We have saved time and money using the solution."
"My clients have seen ROI, as what would take them two to three days in work is now taking them two to three hours."
"What I appreciate the most about Automation Anywhere is that the tool is very robust."
"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 and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"We use the solution every day and quite extensively."
"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."
"The most valuable features are problem management and change management."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
"The solution is highly stable."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"I like their request management as well as their project management."
 

Cons

"For my organization specifically, the challenge is with Automation Anywhere upgradation. We have more than 100 bots that were developed five years ago."
"It is good for standard procedures with an SOP. For those, it works well. But there are processes that are tricky and need human intervention and intelligence. In those cases, the process gets stuck."
"In my opinion, there are always areas for improvement in Automation Anywhere, and they are continuously working on enhancements."
"Our current version needs drag and drop, but that should be in the next release."
"However, the AI Sense Recorder is too slow, so they can enhance its features for easier user experience."
"There are a number of current tools which can be improved because they have many limitations. Like some better controls in emails, and better support for features in Excel and PDF."
"In terms of improvements for Automation Anywhere, I would prefer to see more options in packages and pricing, including a breakdown of different features and products, which would allow us to select certain products while potentially skipping others as needed."
"We have a challenge in our front office automation where capturing details from a table within a table does not happen in the existing AA Enterprise client version 11.3.4. The AA team tries various methods like using an Excel spreadsheet to capture the tables."
"The solution could be more user-friendly."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Access is only available if we're on VPN."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"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."
"The support from the actual manufacturer is poor."
"The stability, specifically in the on-premises deployment model, could be improved."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"Asset Discovery is a feature that should be added."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
 

Pricing and Cost Advice

"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."
"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"
"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."
"I think the pricing is reasonable, but clients often perceive it as expensive."
"The licensing fees are approximately $10,000 USD for between five and ten users."
"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."
"I think the solution's pricing is reasonable."
"For an ITIL user, the cost is probably about 50 bucks a month."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"The pricing is expensive."
"It is the most affordable because it is priced per month per user."
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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%
Outsourcing Company
12%
Computer Software Company
9%
Construction Company
8%
Comms Service Provider
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)
No data available
4me
 

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
Information Not Available
Find out what your peers are saying about Cherwell Service Management vs. Xurrent and other solutions. Updated: August 2026.
908,858 professionals have used our research since 2012.