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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
641
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 (1st), 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) (39th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (19th), 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

"It removes demotivating, repetitive work from our teams."
"It is easy to use. It helps to reduce your man-hours and manual effort."
"The deployment of Automation Anywhere went smoothly. They were very supportive with the migration of all of our existing automations and also being there and supportive with the development of the new automations."
"Automation Anywhere has a great learning curve, and we have automated processes through bots that ease our work by handling repetitive tasks and minimizing effort and work inefficiencies."
"Through the software, we have been able to reduce the time that we spend on manual, repetitive tasks so that we can focus on activities that add value to the business or to our partners and customers."
"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings."
"It is an easy product. It is easier and less complex than any other RPA tool in the market. It is a popular product."
"Automation Anywhere (AA) is easy to use and understand, even if the user didn't have previous experience with RPA (robotic process automation) software before."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"The most valuable features are the service catalog and process automation; in deployment, the ICT automation and self-service."
"The most valuable feature are the time sheets, it's a very powerful tool."
"For organizations that are beyond the startup phase but are still not very huge, this is the ticketing system to choose."
"The most valuable features for us was the ability to calculate service levels for different time periods as well as the ability to store and archive contracts."
"From a quick resolution point of view, the fact that xFlow has got the self-service that's linked to knowledge management means people are also able to solve their own problems without necessarily requiring tickets through the entire life cycle of second line support, and that has helped a lot."
"Advanced Availability architecture is hands down the key feature, as we can make sweeping changes to the application or database with minimal impact on our user base, and most of the time the users see no downtime at all."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
 

Cons

"As a developer, the biggest con is the lag; it's pretty inconvenient to face that delay in things happening."
"Though the courses in the certification's learning hub are great and awesome, there is some more space for adding more explained contents."
"Copilot is an area with a lot of scope for improvement. It's the number one thing to improve."
"I don't use the technical support a lot. It feels like a lot of time that they will ask us to check the user manual."
"Even though the product is easy to use, there are some challenges when we move across different environments; there's a lot of setup needed."
"I would definitely say Citrix automation is one area we have continued to struggle with for the last two months."
"The license cost is high and needs improvement."
"The support and user community need improvement."
"The GUI looks a little dated."
"Technical support is sketchy at best. I have an open ticket right now that has been open for a few weeks."
"Minor issues creep up and create huge problems. Product stability is also an issue."
"Customer Service: Horrific. Unless an explicit and costly "service issue" was raised through the enterprise support agreement, CA had zero interest in accepting problem reports."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"The monitoring tool is in need of improvement."
"I would like to see the API cleaned up."
"Ease of support and upgrades need much improvement."
 

Pricing and Cost Advice

"I've seen the price vary by whether the client is going to scale and adopt a tool."
"The licensing fees are approximately $10,000 USD for between five and ten users."
"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
"Automation Anywhere is expensive, making it more suitable for enterprise organizations."
"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."
"Licensing costs range from $50,000 to $200,000."
"Our costs are approximately between $5,000 to $10,000 per license."
Information not available
"I don't see anyone other than large companies being able to afford this system."
"The solution is quite reasonable compared to other solutions in the market."
"I think pricing of this model is suitable for growing corporations."
"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."
"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."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"The pricing is based on a subscription model."
"Pricing is simple, as it’s per concurrent analysts."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Financial Services Firm
25%
Construction Company
13%
Outsourcing Company
9%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
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
 

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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: June 2026.
902,417 professionals have used our research since 2012.