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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
6.8
Number of Reviews
666
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)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (43rd)
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) (18th)
 

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

"It is easy to use. It helps to reduce your man-hours and manual effort."
"On the server-side, multiple developers working on a single project can save their individual works and have them stored in a single repository."
"It saves time. It has saved 4,000 to 5,000 hours for one large complex process."
"We use AA Client, Bot runners, Control room, IQ Bot, Bot insights. With the AA Client, we are able to automate almost all kinds of automation requirements without any big challenges. We found the availability of the number of commands provided by AA is really helpful to do automation within a small time frame."
"This is a great platform, and we are implementing the logic into the bots that they are using to automate."
"I definitely find that it has helped increase productivity."
"The solution is easy to learn and with it, it's easy to replicate knowledge."
"Our experience with technical support at Automation Anywhere has been great. They have been very helpful, especially during the PoC, processes which are sort of early on in their sales cycle, or when we were just starting with Automation Anywhere a couple of years ago. We got great support for getting it onboarded in-house and getting our team up to speed. So, we have found it to be a great partnership."
"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."
"Customizability. You can easily make your own tables and add fields."
"It keeps all of our changes in one spot, so it's easy for management to see any given changes that are happening, and how they cross pollinate with CMDB."
"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."
"The most valuable feature is the usability of the search when you want to find other tickets that relate to the incident you're working on."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"With CA SDM, my entire service management business is ITIL aligned with better productivity across all IT processes."
"We can search open and closed cases to find what we have done in other incidents."
"It brings a maturity of collaboration and support, facilitating the work of analysts, and benefits end users in service."
 

Cons

"Cost-wise, it should be reduced."
"They often provide good solutions, but sometimes they are unable to resolve issues, requiring users to find solutions independently, which can be time-consuming."
"In Automation Anywhere, the logging process is manual. We have to manually log each instance where the bot fails or the progress of a task. Automating this through a new feature would help developers simplify their development process."
"With any new upgrades, we have to make changes in the codes. To us, this means that the tool is not stable. We have been told by Automation Anywhere that this will be fixed in future releases."
"Also, the Master certification should be provided free of cost for partners. More practical samples and examples of bots using new features in A2019 should be available in people Documentation. A2019 presentation material for proposing A2019 as an RPA choice should be provided to partners."
"Automation Anywhere should implement this feature. They should also decrease their cost."
"Our current version needs drag and drop, but that should be in the next release."
"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."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"I encountered a scalability issue with an older version."
"The Knowledge Management module in Service Desk Manager is cumbersome and hard to use."
"It could improve in maintainability and customization of features with a better and simpler GUI."
"There is no documentation available from CA for SPEL code; I hope they make this available, so that we can customize it more."
"The interface for the users is a bit old-fashioned and not user-friendly."
"In some cases, I receive late information."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
 

Pricing and Cost Advice

"Time-wise: We have saved hundreds of thousands of hours."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"I do not know the price, but I am told that it is cheaper than UiPath."
"The Community Edition is a good offering from the company."
"It is the most economically friendly and it provides you with a lot of functions."
"They are already coming out with a community license, which is really good. That's something that I wish to have."
"We would like them to change the license model of charging per bot."
"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."
"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%."
"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."
"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!"
"Pricing is simple, as it’s per concurrent analysts."
"The pricing is based on a subscription model."
"I don't see anyone other than large companies being able to afford this system."
"I think pricing of this model is suitable for growing corporations."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
No data available
Financial Services Firm
19%
Outsourcing Company
17%
Construction Company
10%
Manufacturing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
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: September 2026.
915,287 professionals have used our research since 2012.