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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
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)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), 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) (28th)
 

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

"AARI allows business users to trigger the bot, so I do not have to schedule everything. This convenience allows users to utilize it as they need. I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications. AARI is very convenient, and that is their biggest selling point."
"We have automated the daily reports and it will trigger automatically once jobs are completed from the backend database which has saved a lot of extra work for our team, saving workforce and time."
"It's really easy to use. We have a number of people at our firm who are now certified RPA developers that had no development background. They did that just by the online training in some cases. In some cases, it was the online training, as well as a three day class that we brought in-house and had taught."
"AA has vastly improved my organization in gathering more business, reducing human efforts, and optimizing client business."
"Automation Anywhere can have a significant impact on any company's operation, as it can automate a wide variety of tasks that are mundane, time-consuming, and the least productive."
"AA helped our clients to achieve their goals faster and more efficiently, also reaching ROI very quickly."
"Automation Anywhere has very strong game because it is always up for asking feedback."
"Automation Anywhere has a great learning curve, and we have automated processes through bots that ease our work by handling repetitive tasks and minimizing effort and work inefficiencies."
"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."
"This is really easy solution to scale up and get get going to add new catalog items."
"The ability to add Additional Information Screens on the fly."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"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."
"CA Technologies support is excellent."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
 

Cons

"As a solution, it could have been easier to use than in the current state."
"If it had the ability to make decisions in complex situations, the bot would perform more smoothly. More advanced decision-making skills are needed for improvement."
"Automation Anywhere can be improved with better documentation."
"One way Automation Anywhere can be improved is in ticketing."
"Automation Anywhere should make it easier for developers to manage queues and exception handling. The OCR component could also be better. We have had to use other OCR tools to get information from the account documents."
"They should improve process discovery features."
"PDF extraction and cognitive automation need improvement."
"The first version would double our cost."
"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."
"We had a lot of issues with non-Windows servers during implementation."
"Flexibility to customize."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
 

Pricing and Cost Advice

"I would rate the cost an eight out of ten, with ten being the highest cost."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"In terms of pricing, it's not at all cheap, and that's a concern. The licensing cost is very high. While I don't know the exact prices of other tools, Microsoft offers the lowest pricing for its RPA platform compared to UiPath and Automation Anywhere."
"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."
"It's a bit expensive compared to other RPA tools on the market."
"The cost is at the highest end of the spectrum."
"Automation Anywhere is expensive."
"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."
"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
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
No data available
Construction Company
22%
Comms Service Provider
9%
Outsourcing Company
9%
Financial Services Firm
8%
 

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 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
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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: August 2026.
908,858 professionals have used our research since 2012.