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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
6.8
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)
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)
Spiceworks
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
47
Ranking in other categories
Help Desk Software (15th), 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

"It's a perfect product; it's made my life very easy and a lot of people's lives very easy, removing hectic, repetitive, boring work and giving people free time to do the work they really want to do."
"In the age of agentic AI, it's allowing us to imagine what comes next."
"It's easy to use for business users. Everything is good. It's a nice product."
"Even as we were getting into RPA for the first time, I found it easy to understand this tool."
"With automation, you can reduce that effort to half an hour or an hour, so it will improve your efficiency and save you a lot of time, so you can improve your time in other work."
"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."
"The most valuable features of Automation Anywhere are the document processing and queue management."
"Earlier users were converting the unstructured data from the PDF into the structured format to process the task but now, this activity is replaced by IQ Bot."
"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."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"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."
"This is really easy solution to scale up and get get going to add new catalog items."
"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 quite a complete entry into the SaaS ITSM market with a reasonable price point."
"Spiceworks provides a centralized system through which all IT requests are funnelled, with requests being auto-assigned a ticket number, thus streamlining organization and prioritization of requests."
"Customer Service: Pretty good, but some issues were unresolvable."
"The price, as it's free."
"Considering the fact that this is a free product, all you can get from this software is improvement in the way your organization operates and how your clients perceive you."
"SpiceWorks is an easy to install and maintain inventory and help desk system for SMBs and it's free!"
"This product is definitely a great start for a ticketing system at an organization, particular for small to medium size teams."
"Spiceworks is very easy to install and configure generally."
"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."
 

Cons

"We have done some automation of incoming documents, but it has been somewhat hard."
"We would like to see more options for merging and un-merging PDFs. More flexibility there would be good. We've figured out ways around this and, using their software, we've been able to do everything we wanted to do. It just took a bit more time to do it. We were on version 10.5 and in their Bot Store they actually had a bot that did exactly what we wanted to do, but it was for Version 11.0."
"I'd like to see the OCR feature be perfected. Today we get an accuracy ratio from OCR of around 40 percent to 50 percent only."
"The Excel command has some limitations that they are working on."
"I would like to be able to look at the steps that are completed as a process is running."
"Built-in HTML features are lagging in this solution, whereas in UiPath, they are very good."
"Automation Anywhere should improve its OCR capabilities."
"So far, the stability is not good. We are trying to improve this because we are facing a lot of instability issues."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"Importing data with relations is difficult and could be better."
"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."
"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."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"Mac networking needs improving, as everything has to be manually entered in a Mac environment."
"Sometimes, it can be difficult to integrate what you need."
"The issue that we had, that caused us to stop using Spiceworks, was that it didn’t seem designed for a help desk of our scale, and we're a company with over 2500 employees."
"The ticketing system could be more robust, more like a service desk."
"I would like to see the help desk product be more stable."
"The navigation is a little heavy and not as smooth as some ticket management software; this must be because it’s web based and has a lot."
"Most problems are the system bugs and slowness, also because the product has a web interface that makes a lot of problems like refreshing and information loss."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
 

Pricing and Cost Advice

"The ROI is really good. We have saved time and money."
"The Community Edition is a good offering from the company."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."
"Pricing is affordable and I would recommend beginning with the Starter Package."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"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 feel the cost of licensing is very high for the A2019 version."
Information not available
"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."
"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
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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
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
12%
Manufacturing Company
11%
Construction Company
20%
Comms Service Provider
12%
Outsourcing Company
10%
Financial Services Firm
8%
Construction Company
14%
Outsourcing Company
9%
Manufacturing Company
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise86
Large Enterprise562
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.
Ask a question
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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: September 2026.
917,433 professionals have used our research since 2012.