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Cherwell Service Management [EOL] vs Xurrent comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Aug 11, 2026

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
669
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)
Cherwell Service Management...
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
No ranking in other categories
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (31st)
 

Featured Reviews

Nadeem K. - PeerSpot reviewer
Rpa Developer at a consultancy with 11-50 employees
Automation has freed teams from repetitive finance and supply tasks and supports global operations
In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.
Thobile Moeketsi - PeerSpot reviewer
Senior Manager at Sasria SOC Ltd.
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

Quotes from Members

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

Pros

"In the past ten months, I have saved the work of two people and people are happy with the results."
"Automation Anywhere has improved my company significantly; earlier we were dependent on the client installed on local machines, but now it is completely web-based, so we don't have to worry about having a dedicated VM."
"The most valuable feature of Automation Anywhere is the automation that frees up time for our employees to engage with customers."
"We are making less mistakes and have more metrics available to understand what our problems are. Now, we can do root cause analysis and have less noise in the system during the process."
"The most valuable feature in this solution is the IQ Bot."
"It has been really useful for traditional RPA, which remains our forte."
"We work on SAP as well as many other internal platforms, and this solution can very easily be moved between them."
"With Automation Anywhere, it will automate everything; it's smooth, effective, and very quick, making it easy to maintain websites and everything in the backend team while filtering out errors so everything is automated."
"All our activities are carried out in the one place."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"The dashboard and the reporting functionality are the solution's most valuable features."
"We use the solution every day and quite extensively."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"I like their request management as well as their project management."
"The solution is highly stable."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
 

Cons

"I would like a couple more features where I can talk and the line comes up automatically. I can just put on a mic, like in "Ok Google". With "Ok Google", I can tell it to please open an Excel spreadsheet with the header read. If this is there, then I don't even need to sit on a computer, I can just dictate my commands and it will automatically come up."
"I would like better support. The technical support is mediocre. The support is sometimes really good, and sometimes it is really bad."
"I would like to have a bot as a service platform on AA Cloud. This would minimize the installation process, and we wouldn't need to have all the hardware to support the platform in-house."
"The OCR can be a little better because sometimes while scrapping, it leads to data loss."
"Support is not very satisfactory."
"One aspect I wish to mention regarding needed improvements is that Automation Anywhere currently works only on Windows systems."
"The tools are fundamentally solid. However, when I think of self-healing, such as automation with a new prompt or a new Windows patch occurring, being able to handle those kinds of things on top of what Automation Anywhere already does and that automatically click through and do the reboots that are necessary to just have a clean run would be ideal."
"Scaling from small to medium automation works well, but if building out very big applications, sometimes the code can be too lengthy and uncontrollable."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"Access is only available if we're on VPN."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"The support from the actual manufacturer is poor."
"Agile delivery should be supported."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The solution could be more user-friendly."
"Asset Discovery is a feature that should be added."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
 

Pricing and Cost Advice

"Based on what I've heard, it's costly, but I don't know much about its pricing."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"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."
"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"Its cost is good."
"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."
"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"
"For an ITIL user, the cost is probably about 50 bucks a month."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"It is the most affordable because it is priced per month per user."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"The pricing is expensive."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Outsourcing Company
11%
Construction Company
10%
Manufacturing Company
10%
Comms Service Provider
9%
Outsourcing Company
13%
Comms Service Provider
11%
Computer Software Company
8%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise566
No data available
No data available
 

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)
No data available
4me
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
Information Not Available
Find out what your peers are saying about ServiceNow, Atlassian, Teclib' and others in IT Service Management (ITSM). Updated: October 2026.
921,523 professionals have used our research since 2012.