No more typing reviews! Try our Samantha, our new voice AI agent.

Agiloft Service Desk Suite vs Serviceaide ChangeGear comparison

Why PeerSpot?
Sponsored
 

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
6.8
Number of Reviews
665
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)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (43rd)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (26th), IT Service Management (ITSM) (24th)
 

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.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
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

"They have a credential vault, which is 256-bit encrypted. That is the highest security that can be provided when it comes to credential maintenance. With a credential vault, other than the user who is entering the password, no one else knows what the password is."
"It is highly scalable on cloud and virtual machines."
"Before, there was about four to five resources to extract it, now, with automation, this has helped us reduce the time to two to three minutes, then the work will be done."
"We have automated every finance-based operation, from collections to invoice processing, and it has streamlined many manual processes, eliminating errors and inefficiencies while allowing us to introduce metrics so we can generate operational reports and improve our overall business."
"Using the Automation Anywhere University, you can go and train yourself to be an expert in the tool."
"Automation Anywhere has by far, provided one of the best and easiest solutions to implement RPA."
"We had some business users who created their first bot four weeks back, and they were thrilled; it was very easy for them because of the drag and drag, and they understood the process very well."
"Its ease of deployment is the most valuable feature. We have found with many customers that it's quite easy to deploy."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"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."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"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."
"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."
"CA Technologies support is excellent."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
 

Cons

"We have had issues with stability in the past, and there should be a function that helps you to find out what is wrong with your environment that is causing the automation to fail."
"One of the things that the product should have is to add more advanced level developer capabilities into the platform. I know it is easy for business, non-technical people. However, for the developers, there should be some more features within the product so they can build advanced level use cases much faster."
"Our current version needs drag and drop, but that should be in the next release."
"We noticed slowness in a few of the commands like Object Cloning, Web Recorders, etc. on which Automation Anywhere can work to make it more robust. There are improvements required in the WLM solution provided by AA, which can make it a more robust queuing system and the system should retry by itself in case of failure due to system error."
"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."
"For improvement, I would like to see Automation Anywhere integrating with multiple other technologies. As of now, it is integrating with .NET. When it come to future technologies, I want Automation Anywhere to integrate with Python scripts, and make the execution easier. That will be very helpful, having our cognitive technologies interacting with Automation Anywhere."
"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot."
"Automation Anywhere changed OCR features in A2019. My suggestion is to improve the OCR command scope and usability. We use OCR for PDF data extraction as we use in V. 11.x product."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"We had a lot of issues with non-Windows servers during implementation."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
 

Pricing and Cost Advice

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"The major reason that we selected Automation Anywhere was the licensing model."
"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."
"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."
"Subscription for Automation Anywhere (AA) is paid yearly."
"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."
"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
Information not available
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
917,433 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
12%
Manufacturing Company
11%
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 Enterprise86
Large Enterprise562
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.
Ask a question
Earn 20 points
Ask a question
Earn 20 points
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
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
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Oakwood Systems Group
Find out what your peers are saying about Agiloft Service Desk Suite vs. Serviceaide ChangeGear and other solutions. Updated: September 2026.
917,433 professionals have used our research since 2012.