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Hornbill Systems Supportworks vs Serviceaide ChangeGear 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
661
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 (2nd), AI Procurement & Supply Chain (1st)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (33rd), IT Service Management (ITSM) (31st)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (26th)
 

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.
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"Our ROI has ranged from thousands to hundreds of thousands, depending on the type of process being automated."
"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."
"It has helped us to save a lot of FTEs for our solutions that we have provided to our companies."
"We automated one process that was running with 109 people and reduced it down to 69 with automation."
"We can access it anywhere. E.g., I can access dashboard from my Control Room on my mobile app using Automation Anywhere."
"It helps with the speed on improving processes and the results of those processes."
"Of the bots which work, they have automated three of the most time consuming tasks and completely freed up one person to do real work."
"In some cases, we see savings on the order of $100,000 and, in the newer processes that we are trying to do, it may be up to $1,000,000."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."
"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."
"The ability to add Additional Information Screens on the fly."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"This is really easy solution to scale up and get get going to add new catalog items."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
 

Cons

"As of now IQ Bot only takes/fetches the record of the places that we have marked. e.g. Invoices fields that are dynamic in nature are very difficult to fetch the data from the scan copy. If this feature gets added, it will save a lot of time for developers."
"The bot creation process is tedious. The solution has a lot of features, but since you have to drag down a lot of the commands, it can get tedious to use it. You end up having to use the mouse a lot more."
"The workflow has a complex drag-and-drop interface that is not user-friendly and requires a good technical understanding, which can be challenging for users."
"The pricing, setup cost, and licensing of the platform are the worst. This is my major concern and complaint."
"The Automation Anywhere calibrating needs to be more user-friendly to avoid human error."
"Because I am using an older version, I am rating the scalability as a seven out of 10. I feel a lack of convenience when I try to scale it."
"When you are implementing it initially, it's challenging as there's a lot of change management."
"I would like more integration with Microsoft Excel. More screenshots that can be integrated with Excel would help our customers too."
"Customer Service: I'd rate it as a 5/10 or 6/10."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"Their service management application needs a lot of work."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"Flexibility to customize."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
 

Pricing and Cost Advice

"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."
"We have seen ROI in terms of cost and time with a couple of our projects."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"It's a bit expensive compared to other RPA tools on the market."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"The pricing that we received from Automation Anywhere in the beginning was very economical for us. We've seen a lot of benefit from what we spent to what we're receiving. From the beginning, it's been a very low-cost implementation for us."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
No data available
Construction Company
20%
Comms Service Provider
12%
Outsourcing Company
10%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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)
Supportworks
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Aylesbury Vale District Council
Oakwood Systems Group
Find out what your peers are saying about Hornbill Systems Supportworks vs. Serviceaide ChangeGear and other solutions. Updated: September 2026.
913,924 professionals have used our research since 2012.