BMC Remedyforce [EOL] vs Clarity SM comparison

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BMC and Broadcom are both solutions in the Help Desk Software category. Additionally, 88% of BMC users are willing to recommend the solution, compared to 85% of Broadcom users who would recommend it.

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Executive Summary

We performed a comparison between BMC Remedyforce [EOL] and Clarity SM based on real PeerSpot user reviews.

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Buyer's Guide

Help Desk Software

September 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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Syed Abu Owais Bin Nasar

Software Consultant at ibl-unisys

Good reporting and easy to use but needs to offer better integration capabilities

The product offers quite limited memory. That needs to be expanded. They need to make it possible to more easily customize the user interface. The product could offer better integration capabilities. Right now, we are trying to integrate some on-prem solutions to Remedyforce. We're having some problems doing that right now. Due to the fact that the solution must be accessed through the internet, if your internet is not good, you'll have trouble accessing the product. It would be ideal if there was an on-premises option. Technical support can only be reached via email. It would be nice if we could speak with them directly.

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Türker Kara

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…

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Quotes from Members

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

Pros

"Automation Anywhere improved our organization since it saved us a lot monetary value."

"AA has improved our digital strategy extensively and provided the required leverage to place ourselves above other peers in the O&G Industry. We were able to develop quick digital solutions by demonstrating the ROI and gain momentum by aligning the desired resources & budget from leadership."

"AARI is very convenient, and that is their biggest selling point."

"Web-based control is the most valuable feature. We can access it from anywhere in the world with the control room URL and in any browser. Bot Insights make our report generation and other insights view easier. We can export the data in the form of CSV, PDF, etc."

"This solution is easy to use and understand, even for a non-technical person."

"Document automation has indeed been beneficial in handling large volumes of documents in our organization, where we process product-related data sheets that range from 80 to 120 pages, efficiently extracting data that would take a human several hours to read manually."

"I find the terminal emulator feature very valuable, particularly in how it interacts with IBM mainframe automation."

"The integrations of Automation Anywhere with the mainframe application for banking companies are among the most valuable features... we were able to create very good solutions integrated with that kind of platform using Automation Anywhere."

More Automation Anywhere pros

"Customer and technical support are very good. Their response to issues and the resolutions are the fastest across all of our cloud competitors."

"The solution is stable."

"The feature that we like best is the stability of the product."

"BMC Remedyforce is extremely reasonable when talking about licensing costs; for an entire IPCM system and Self Service ticketing system, you can't get much better."

"The solution is highly customizable, however, meaning it will quite easily fit into almost any company's requirements."

"The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."

"An inexpensive solution that is easy to set up and use without much support."

"The solution is very flexible and provided us the opportunity to extend into items that were not provided to begin with."

More BMC Remedyforce [EOL] pros

"Self-service interface means people can check their own tickets."

"Some of workflows became centralised and the complexity of approval cycles decreased via this tool."

"It is quite a good product, and it's stable."

"Perfect, one of the most stable solutions ever."

"As of late, I really like the BI functions."

"The most valuable fractures of Clarity SM are its ease of use and security; I have been highly satisfied, and we've been able to integrate it with email and an SMS gateway for the purposes of notifications, which works very well."

"The most valuable features that we're finding right now are the customer service portal and the ability to have a one stop shop experience, and that's what we're using the tool for."

"CA technical support is outstanding."

More Clarity SM pros

Cons

"When it comes to Citrix automation, AA should improve or add more features in such a way that all the commands should work when automating a Citrix application."

"The integration in UiPath is much better. Automation Anywhere's latest version has improved. It's fine but not as good as UiPath."

"The Image Recognition functionality should be enhanced to improve the accuracy of checkboxes."

"Using Automation Anywhere is neither easy nor hard, but against IBM Robotic Process Automation, IBM Robotic Process Automation wins."

"For order processing, I would say that it is not very much time-saving because it is also taking time to extract and process, but it is giving us freedom in that the people who are doing the repetitive task are not doing that repetitive task now, and they are doing something else, maybe validation or something more productive."

"Automation Anywhere can be improved by integrating self-correction capabilities into the bots, particularly as we develop RPA, where changes in environment paths require additional redeveloping efforts."

"The architecture and pro-code support for pro-code agents are areas that could use improvement, which they don't have currently."

"Maybe not improved but I heard that the 2019 version is going to look more like UiPath, which is not ideal for a typical/classic developer."

More Automation Anywhere cons

"The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."

"The solution's technical support is in need of a lot of improvement."

"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."

"There should be some tool to move SRD and SLA from the sandbox to production."

"At the end of the day, it came to a point where we were trying to extend beyond what was available and the solution was no longer adding any more value."

"Personally, I thought the setup was somewhat complex as it seemed there were three ways to do the same thing."

"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."

"The ease of customization needs improvement."

More BMC Remedyforce [EOL] cons

"Reporting and integration to SCCM need improvement."

"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."

"Compared to some of the other products, I think we are bit behind."

"The Knowledge Management module in Service Desk Manager is cumbersome and hard to use."

"The UI is old school with a lot of windows opening and slowing down the process of ticket creation by the end users."

"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."

"The thing that gets me is they sell it as a customizable tool, but the more customizations you add to it, the less stable it becomes."

"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."

More Clarity SM cons

Pricing and Cost Advice

"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."

"Our pricing a year ago was $600 per license."

"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."

"We have a three-year contract with Automation Anywhere."

"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."

"This is a value for the money product."

"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

More Automation Anywhere pricing and cost advice

"My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."

"Licensing should be reviewed and understood before making the purchase."

"BMC Remedyforce is extremely reasonable when talking about licensing costs."

"The cost may be higher, but it is backed up by the great product and superb customer service."

"The solution is quite reasonable compared to other solutions in the market."

"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!"

"I don't see anyone other than large companies being able to afford this system."

"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 pricing is based on a subscription model."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Outsourcing Company

20%

Manufacturing Company

10%

Construction Company

Financial Services Firm

21%

Outsourcing Company

16%

Manufacturing Company

10%

Construction Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	563

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	5
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	15
Large Enterprise	66

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...

See all answers

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...

See all answers

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.

See all answers

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

Serviceaide ChangeGear vs BMC Remedyforce [EOL]

Compared 62% of the time

More BMC Remedyforce [EOL] Competitors

Serviceaide ChangeGear vs Clarity SM

Compared 11% of the time

JIRA Service Management vs Clarity SM

Compared 10% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

BMC Helix ITSM vs Clarity SM

Compared 5% of the time

Spiceworks vs Clarity SM

Compared 3% of the time

More Clarity SM Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Remedyforce [EOL]

October 2026

Download BMC Remedyforce [EOL] product report

Buyer's Guide

Clarity SM

October 2026

Download Clarity SM product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Remedyforce

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight

Interactive Demo

Automation Anywhere

Demo not available

BMC

Demo not available

Broadcom

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Built with speed and flexibility in mind

Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing

BMC

Clarity SM stands out as a comprehensive IT service management solution, notable for its wide range of features including service catalog integration and robust change management capabilities, making it a valuable choice for enterprises seeking to streamline their IT operations.

Clarity SM is designed to enhance IT processes through its advanced availability architecture and seamless integration with CA platforms. It offers a powerful configuration management database and process automation, significantly improving IT efficiency. Despite its strengths, it faces challenges such as integration costs, scalability issues, complex workflows, and outdated documentation. Enterprises employ Clarity SM for incident and problem management, leveraging customization for knowledge management and CMDB applications in diverse environments.

What are the key features of Clarity SM?

Integrated Service Catalog: Smooth handling of service requests through a unified platform.
Flexibility and Customization: Tailors to specific enterprise needs while balancing control.
Advanced Availability Architecture: Ensures high uptime and reliability.
User-Friendly Interface: Simplifies operations with an intuitive design.
Strong Incident and Change Management: Streamlines processes to manage IT changes effectively.

What benefits and ROI can users expect from Clarity SM?

Enhanced Customer Service: Improved user interactions and service delivery.
Increased Efficiency: Automation and integration reduce time and effort in IT operations.
Customizable Solutions: Adaptability to meet unique business requirements.
Seamless Integration: Works well with other CA platforms to unify IT processes.

In healthcare, Clarity SM aids in managing patient data and ensuring service reliability. Retailers utilize it for IT incident management across multiple outlets, reducing downtime. Financial institutions benefit from its auditing and compliance features to maintain secure operations. Each industry tailors Clarity SM capabilities to meet specific IT challenges and goals.

Broadcom

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21

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, Zendesk and others in Help Desk Software. Updated: September 2026.

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