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Alemba Service Manager vs Clarity SM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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)
Alemba Service Manager
Average Rating
7.4
Reviews Sentiment
6.3
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (34th)
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.
reviewer1099623 - PeerSpot reviewer
ICT Analyst at a energy/utilities company with 5,001-10,000 employees
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
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 the finance department, this solution has saved us a lot of money."
"The most valuable feature is its ease of development; it's pretty easy for people who don't have a tech background to use and is one of the easiest tools for them to use."
"The most valuable feature of this solution is the MetaBot, which gives you the power to add many DLLs and customize them for the automation."
"We have almost 27 use cases in production and, as of now, we have saved almost eight FTEs per annum."
"The OCR is the most valuable feature, though this is a third party feature that we have integrated. It is quite easy to integrate with other solutions."
"Automation Anywhere has been a boon for our organization because the tedious task that used to be hectic and made us remain seated for hours is now done with a single click."
"Using the Automation Anywhere University, you can go and train yourself to be an expert in the tool."
"The most valuable features are ease of use and deployment."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"From the time we started using vFire, we were able to ensure continuity tracking of Service Tickets (incident and request fulfillment-related)."
"Incident Management is the most valuable feature of the solution."
"The workflow is very good, as well as customizable."
"I would highly recommend to install CA, not only the CA Service Desk Manager tool, but the overall value that CA portfolio products can bring."
"It brings a maturity of collaboration and support, facilitating the work of analysts, and benefits end users in service."
"Service Desk Manager price is not very high and the benefits are considerable."
"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."
"The most valuable feature is the ability to integrate many processes – like change management, incident management, problem management, CMDB, all of them – in the same tool."
"The solution's back-end architecture is very good for end users."
"The most valuable features are the requests and incident tracking."
"We can search open and closed cases to find what we have done in other incidents."
 

Cons

"Setting up Automation Anywhere is a bit complex."
"We have a lot of use cases that depend on certain Java applets, and currently we're not able to leverage the Object Cloning that would speed up our automation designing. So we have to revert to more image recognition-type of designing, and it just takes a long time to get that bot built."
"I never use Automation Anywhere in the attended space because they are bad at that, at least compared to other players like us or UiPath."
"I want the tool to be more stabilized. After three or four hours, the navigation keeps changing. We will be running error handling for 8,000 process and the system will fail. We need it to be more stable."
"Automation Anywhere is not as flexible as Process Studio."
"New versions keep coming up. The challenge for us is to have the downtime to do the migrations. This could be improved upon. We would like fewer version changes and upgrades happening to the application. While the downtime is not that much, depending on the business processes, there are times few critical processes are running on a daily or hourly basis. We would expect the downtime to be even less for them."
"Initially, the implementation was tough."
"I think it is a little bit of an ongoing struggle, because we don't deal with the infrastructure. We have a separate infrastructure team that sorts all that out. So, sometimes there are communication issues just trying to get our internal IT team onboard to run through the installs and that sort of thing. But, definitely with the new cloud version coming onboard, we'll be looking toward going to that. Hopefully it'll resolve some of that friction that comes about through the install process and complexity."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The reporting needs to be improved."
"The product should improve its ability to integrate with third-party tools."
"We had issues with the user interface, the way it was structured wasn't that user-friendly."
"Since we were not upgrading but installing a new instance, the setup was very complex."
"The Knowledge Management module in Service Desk Manager is cumbersome and hard to use."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"The main problem is the one-point failure, where if one part of the application fails, the application as a whole fails."
"I noticed more crashing for some strange reason, being that it's on our own servers and we don't know why."
"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."
"I think we don't necessarily exploit a lot of the features and functionality within the product because we don't really have a good support network with the company."
"Technical support is sketchy at best. I have an open ticket right now that has been open for a few weeks."
 

Pricing and Cost Advice

"Based on what I've heard, it's costly, but I don't know much about its pricing."
"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."
"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."
"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."
"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."
"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."
"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"The product is much cheaper than ServiceNow."
"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."
"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 solution is quite reasonable compared to other solutions in the market."
"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."
"I think pricing of this model is suitable for growing corporations."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Government
16%
Construction Company
10%
Comms Service Provider
10%
Energy/Utilities Company
6%
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)
vFire
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
King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
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 Alemba Service Manager vs. Clarity SM and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.