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Serviceaide ChangeGear 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)
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)
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.
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.
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

"AARI is very convenient, and that is their biggest selling point."
"It saves us man-hours, headcount, and processing time, and we have automated the equivalent headcount of 500 FTEs since we started, with those people doing different types of work activities instead of being laid off."
"The most valuable feature of Automation Anywhere right now is its low-code, no-code framework, which allows us to build a lot of templates that are both repeatable and reusable over time."
"At the most granular level, automating people's daily tasks has been helpful by freeing them up to do higher value-add activities, which is definitely beneficial."
"With the help of Bot, it has increased the productivity of the current process and we do not need to spend more time on error resolution and rectification."
"With its user-friendly user interface, our developers are able to quickly pick it up."
"Automation Anywhere is unlike any other software; Automation Anywhere provides me with my bread and butter, and I just love the tool."
"Among the most valuable features that we've been able to utilize are the screen scraping and object cloning."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"This is really easy solution to scale up and get get going to add new catalog items."
"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"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."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"Since it's free, and only takes about two hours to setup, it's got a 100% ROI."
"It’s fantastic because its free to use and easy to set-up in house, but it’s quite sluggish on the administrator end, but considering its free you cannot complain."
"Spiceworks is a system that I recommend for both inventory and helpdesk, although it is good in its entirety."
"This product is definitely a great start for a ticketing system at an organization, particular for small to medium size teams."
"If you need a help desk, just do it."
"The customization of the service desk; we set it up for use by different departments that had specific tracking needs and were able to meet those needs."
"Ticketing works really well."
"It helps us to monitor our network activity real time, and it shows the actual map."
 

Cons

"We have trouble with large volumes of data in Excel and are not getting good results."
"I would like to see integration better integration with Excel and SAP."
"AA should include more features in the mobile app, such as monitoring and debugging bots."
"I feel a lack of convenience when I try to scale it."
"We have been a little frustrated by the frequency of cache releases."
"We have used the technical support. I am quite unhappy with the support part. The higher priority tickets are not getting resolved within the SLA. Higher priority tickets for production issues should be looked into immediately. However, until they get escalated, tickets are not receiving higher priority. I would like to see this improve."
"I hope that Automation Anywhere can further optimize its bots to help automate tasks with Microsoft Word documents and Microsoft PowerPoint documents because, in most organizations, there is a lot of reporting required."
"There are occasional technical issues, particularly with cloud operations. Sometimes, the bot struggles to initiate on the cloud, even when everything appears in place."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"Their service management application needs a lot of work."
"It loses points because it’s not GUI enough, too code-y."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Flexibility to customize."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"Mac networking needs improving, as everything has to be manually entered in a Mac environment."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"The GUI must be improved."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"I think its monitoring tools could use some improvement."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
 

Pricing and Cost Advice

"The cost of Automation Anywhere is high in Turkey due to the weak economy."
"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"We are a partner of Automation Anywhere and find the pricing to be reasonable."
"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."
"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."
"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."
"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."
"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."
Information not available
"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
"The tool is cheap."
"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."
"The product is free! Get it now."
"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
22%
Comms Service Provider
9%
Outsourcing Company
9%
Financial Services Firm
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
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
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)
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Oakwood Systems Group
Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
Find out what your peers are saying about Serviceaide ChangeGear vs. Spiceworks and other solutions. Updated: August 2026.
908,800 professionals have used our research since 2012.