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Agiloft Service Desk Suite vs Clarity SM 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
6.9
Number of Reviews
660
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 Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
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.
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.
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

"In terms of approximate time savings, traditionally processing an invoice took twenty minutes, but with all of this—not just Document Automation, but with all the other features—we are able to cut it down to less than five minutes, achieving almost a seventy-five to eighty percent efficiency gain."
"I like Automation Anywhere's document automation. It can distill or scan documents and convert the information into a structured format."
"There is one user registration process in one application where there is no API which has been published by that framework. This is a very proprietary in one application by a third-party. So, there was a help desk, and whenever a call went to the help desk, they had a front-end where they created these user registrations. Now, this is completely automated for all employees who are onboarded. We receive the data, it is put it into Excel, and from Excel, it will update it into the particular tool where the registration happens."
"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."
"The Automation Anywhere automation tool is user-friendly, especially compared to UiPath and Blue Prism."
"It improved the task performance at a team level and improved productivity."
"Our onboarding process was pretty good. We got access to all software that we needed to learn and utilize. The Automation Anywhere University is really good. In our business, the person who was onboarding us helped us to understand how to create a center of excellence and what verticals we needed to improve. So, the support was there. We are gradually becoming a center of excellence ourselves."
"We are able to satisfy our clients in ways that we did not think was possible."
"Our customer service and productivity have increased in quality and quantity since using this product."
"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%."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"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."
"Highly configurable, scalable and extendable, customizable with almost hot deploy except for business logic, quick and has awesome architecture, and it's robust."
"One of it's kind."
"The view it provides into who's doing the work."
"Automated our manual business processes."
"The most valuable features are the requests and incident tracking."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"Customer Service: High. Collaborates with gains in maturity."
 

Cons

"The initial setup was not that great. The road was very up and down."
"It should be easier to use."
"As far as stability is concerned, there have been some challenges."
"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."
"Automation Anywhere could be improved by staying more current with Microsoft products through packages."
"I would like to use VB.NET native code inside of Automation Anywhere."
"My experience with the pricing, setup cost, and licensing is mixed. It is somewhere in between, not the most cost-efficient but also not the highest cost, so it can be better."
"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Because there are so many different modules, the initial setup is not that straightforward."
"Ticket event and notification creation and management is cumbersome and has not improved over the many versions I have worked with."
"When I stood it up, the documentation was not as straightforward as it could have been."
"Reporting and integration to SCCM need improvement."
"It could improve in maintainability and customization of features with a better and simpler GUI."
"Mobility is one area: There should be improvements in terms of implementations and content."
"Dashboards. Custom dashboards are really important because without that it takes too long to view some information."
"One of the issues that exists, and I don't know you can really call it an issue, but it's not there yet, it needs to be tighter integration between PAM and Service Desk and they understand that, because the PAM engine for driving business automation and workflows is so critical to our business and keeping us on schedule and doing things."
 

Pricing and Cost Advice

"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."
"Because it reduced the time duration of our processes, our costs went down."
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."
"We have a few licenses. They cost roughly $10,000 each."
"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."
"Based on what I've heard, it's costly, but I don't know much about its pricing."
"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!"
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"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."
"The solution is quite reasonable compared to other solutions in the market."
"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."
"I don't see anyone other than large companies being able to afford this system."
"Pricing is simple, as it’s per concurrent analysts."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
No data available
Financial Services Firm
21%
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 Enterprise82
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)
No data available
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

Demo not available
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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
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 Agiloft Service Desk Suite vs. Clarity SM and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.