Serviceaide ChangeGear vs TOPdesk comparison

Serviceaide and TOPdesk are both solutions in the Help Desk Software category. Serviceaide is ranked #28, while TOPdesk is ranked #19 with an average rating of 6.0. Additionally, 85% of Serviceaide users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

Serviceaide ChangeGear and TOPdesk compete in the IT service management market. TOPdesk is often seen as superior due to its robust features, making it worth the investment despite the cost.

Features: Serviceaide ChangeGear offers customizable workflows, automation capabilities, and an easy integration process with existing systems. TOPdesk provides comprehensive service management, enterprise-level asset management, and extensive reporting tools.

Room for Improvement: Serviceaide ChangeGear could enhance its service management scope and reporting capabilities and integrate more advanced asset management features. TOPdesk may benefit from simplifying its setup for quicker deployment, improving pricing for smaller budgets, and enhancing its initial ease of use for non-expert users.

Ease of Deployment and Customer Service: Serviceaide ChangeGear offers straightforward deployment with efficient customer support, ensuring quick onboarding. TOPdesk provides a flexible deployment model with strong support yet may require longer implementation time, appealing for more complex needs.

Pricing and ROI: Serviceaide ChangeGear usually presents a lower setup cost, which facilitates an attractive ROI for smaller budgets. TOPdesk's initial investment is higher; however, its comprehensive feature set can result in greater long-term ROI for organizations valuing extensive service capabilities.

To learn more, read our detailed Serviceaide ChangeGear vs. TOPdesk Report (Updated: August 2026).

Buyer's Guide

Serviceaide ChangeGear vs. TOPdesk

August 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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Umair Akhlaque

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.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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Quotes from Members

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

Pros

"Automation is very important if you want to grow your business to the next level because of the transparency, speed, and scalability for any organization."

"Automation Anywhere has helped us in many ways and is one of the best RPA tools."

"So far, the experience with Automation Anywhere in the last two and a half years has been wonderful."

"The graphical user interface (GUI) is very useful, since I don't know any coding languages. I have been able to be a developer with Automation Anywhere without knowing the technical background. I am a business user, and not needing the technical knowledge to use the system has been useful for me."

"In Automation Anywhere, I appreciate the main UIs very much; they are very intuitive."

"I also very much like the integrating of this solution with other applications. We have some old web applications that we've been using, and we've been writing some of our own DLLs to integrate with it. It has worked really well."

"If we talk about the automation RPA, it definitely has worked very well for us, giving good savings of more than 180 FTEs after implementing more than 200 plus bots."

"SAP GUI Integration commands are highly useful while working with SAP applications and facilitate easy use of the software. This feature has been recently incorporated within the software and we have been using it to interface with SAP systems in development as well as production."

More Automation Anywhere pros

"The ability to add Additional Information Screens on the fly."

"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."

"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."

"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."

"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’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."

"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."

More Serviceaide ChangeGear pros

"TOPdesk is overall very stable."

"Change management is the most critical feature."

"Its ITSM approach is quite useful."

"Technical support is great and we have not had any issues with them."

"The most valuable feature of this solution is the incident management module."

"It is an easy-to-use solution."

"The most valuable feature of TOPdesk is the reports."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

More TOPdesk pros

Cons

"I don't find a lot outside of the internal community forum."

"IQ Bot has been changed and enhanced for Automation Anywhere, but the accuracy is still not optimal."

"However, the AI Sense Recorder is too slow, so they can enhance its features for easier user experience."

"If you want to use Chrome then there are three or four additional steps that need to be completed."

"I never use Automation Anywhere in the attended space because they are bad at that, at least compared to other players like us or UiPath."

"I would like more integration with Microsoft Excel. More screenshots that can be integrated with Excel would help our customers too."

"We encountered issues during the upgrade of the framework."

"We tried Citrix six months ago, but the solution that they gave us did not work in our environment."

More Automation Anywhere cons

"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

"Few probes need improvement in their function and the way they get deployed for monitoring."

"Importing data with relations is difficult and could be better."

"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."

"Usability for IT analysts could be improved."

"It loses points because it’s not GUI enough, too code-y."

"Flexibility to customize."

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

More Serviceaide ChangeGear cons

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"It is time-consuming to add new users."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"Change management implementation, facility management, and making reservations on assets can be improved."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"An operator is also a user but requires creating two different records."

"The solution's change management could be better."

"In some fields, it's just not good enough."

More TOPdesk cons

Pricing and Cost Advice

"There is an annual subscription for Automation Anywhere."

"It's an ideal pricing model to customize the components based on everyone's needs."

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."

"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."

"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""

"Our annual licensing costs are around $100,000 a year."

"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."

"Subscription for Automation Anywhere (AA) is paid yearly."

More Automation Anywhere pricing and cost advice

Information not available

"TOPdesk's pricing is cheaper than Jira's."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The solution's pricing is reasonable and not expensive."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"The solution is inexpensive compared to competitors."

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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

22%

Comms Service Provider

Outsourcing Company

Financial Services Firm

Outsourcing Company

11%

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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...

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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...

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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 TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

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What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Serviceaide ChangeGear

Compared 16% of the time

Clarity SM vs Serviceaide ChangeGear

Compared 13% of the time

BMC Helix ITSM vs Serviceaide ChangeGear

Compared 7% of the time

CaseXellence vs Serviceaide ChangeGear

Compared 4% of the time

SymphonyAI IT Service Management vs Serviceaide ChangeGear

Compared 3% of the time

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ServiceNow vs TOPdesk

Compared 12% of the time

JIRA Service Management vs TOPdesk

Compared 9% of the time

LiveChat vs TOPdesk

Compared 7% of the time

Zendesk vs TOPdesk

Compared 4% of the time

Clarity SM vs TOPdesk

Compared 3% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

July 2026

Download Serviceaide ChangeGear product report

Buyer's Guide

Help Desk Software

August 2026

Download TOPdesk product report

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

Automation Anywhere

Demo not available

Serviceaide

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?

Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
Automation: Automates routine tasks to improve efficiency and reduce human error.
Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.

What benefits or ROI can users expect?

Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
Scalability: Supports business growth with adaptable and scalable processes.
Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Oakwood Systems Group

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

Serviceaide ChangeGear vs. TOPdesk

August 2026

Free Report: Serviceaide ChangeGear vs. TOPdesk

Find out what your peers are saying about Serviceaide ChangeGear vs. TOPdesk and other solutions. Updated: August 2026.

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