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Agiloft ITSM ITIL Service Desk Suite vs Clarity SM comparison

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Comparison Buyer's Guide

Executive Summary

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)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (38th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (17th), IT Service Management (ITSM) (20th)
 

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.
it_user536637 - PeerSpot reviewer
Lead IT Manager at a tech services company with 10,001+ employees
We use it for handling requests. It has reduced the IT staff required.
Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

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

Pros

"I realized that Automation Anywhere is much easier, more reliable, and has value for money with good and vast customer support."
"The scalability is good."
"The tutorials that are available from Automation Anywhere are very helpful for newbies to learn the platform and get going with the tool."
"Its ease of use is the most valuable feature. It is easy to train developers and find the right people, then use them to build the tool."
"Automation Anywhere saves time and money."
"I would rate Automation Anywhere overall a nine out of ten."
"My impression of the impact on visibility in the automation lifecycle is that we help to standardize the process and become more productive in those activities and visibility."
"Using Automation Anywhere saves us time, money, and eliminates errors."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"Great flexibility for every environment and many features are available."
"Our stability has been really great."
"The process automation component is incredibly valuable, as it cuts down on the workload of teams, organizational and clerical work, and allows employees to be more efficient."
"It is a one stop shop with the service catalog integrated with IT panel to the Service Desk, and it is very nice to be able to use because the workflow is all-in-one for the same product."
"When we went to the tool that we're now using, SDM, we noticed that the performance was so much more increased than it was in the past."
"The most important part is the user experience, as CA Service Desk Manager provides a great and helpful experience with constant updates and always thinking about and looking out for the user."
"It now tells us how we should do our work, it now tells us how we can staff, it tells us how we're doing, and it's reliable."
"It is easy to tell what needs fixing and the priority of things."
 

Cons

"Automation Anywhere's stability could improve. It isn't completely stable, but it's getting better daily."
"The older versions, like version 8 and 9, were not very stable."
"When I used this tool in the bot, it did not work. I got this issue when using the document automation learning instance."
"When it comes to reading email, this solution is unstable and improvements need to be made."
"The setup process is not easy compared to the competition, and this can be a barrier to entry."
"I have been using IQ Bot, and its accuracy can be improved. It could be more accurate."
"Although, IQ Bot has data being extracted from it. It can improve with more features, like handwritten copies that are readable."
"Pricing with respect to the competitors is more."
"The GUI looks a little dated."
"I encountered a scalability issue with an older version."
"Some of the features that can be improved are usability, as xFlow is a great step forward but further steps are needed, and internalization where CA is quite far behind."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"I think many of the good features are outweighed by some of the services and support issues we've had, and so again, we're still in the honeymoon phase, and we've got some struggles that we're trying to resolve."
"Rebuilding the visual interface in the same style using modern web technologies can extend the usability of the system for up to 10 years."
"Reporting and integration to SCCM need improvement."
"Customization and configuration of CA Unified Self-Service needs improvement."
"Initial setup was complex, but normal."
 

Pricing and Cost Advice

"The cost of this solution is a little bit high, but it is worth the price."
"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."
"It is affordable for us."
"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."
"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."
"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."
Information not available
"I think pricing of this model is suitable for growing corporations."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"The pricing is based on a subscription model."
"Pricing is simple, as it’s per concurrent analysts."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"The solution is quite reasonable compared to other solutions in the market."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"I don't see anyone other than large companies being able to afford this system."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
No data available
Financial Services Firm
22%
Construction Company
12%
Outsourcing Company
12%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

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)
Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: July 2026.
909,099 professionals have used our research since 2012.