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Clarity SM vs ConnectWise PSA 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)
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)
ConnectWise PSA
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
21
Ranking in other categories
Help Desk Software (15th), Business Management Software (1st), Professional Services Automation (PSA) (1st)
 

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.
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…
SK
Associate Director at a outsourcing company with 51-200 employees
Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions
For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

Quotes from Members

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

Pros

"Automation Anywhere has minimized this risk, saving costs related to rectification and improving compliance adherence to avoid penalties in a tightly regulated industry."
"Comparing Automation Anywhere with other tools for RPA, in my opinion, it is better because it is easier to use for both the final user and the developer."
"This RPA tool is a leader in the market, and I have had a very good experience working with Automation Anywhere."
"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."
"The Excel operations are very good."
"I like Automation Anywhere's cloud-based nature. You don't need any on-prem infrastructure to host it."
"Since it is based on the cloud, it is a highly scalable product. It is easy to deploy, has a very good UI, and the bots can be easily deployed with no issues."
"Automation Anywhere overall is a great tool for automation, as it provides a lot of flexibility to work with different other applications."
"Quick capture of ticket info lends itself to easy resolution and/or assignment to other groups."
"I would highly recommend Service Desk Manager."
"In combination with Automation for Cloud Services, it has increased the ability to dynamically allocate Virtual Machines for test and development."
"You can customize it and make it work to the client's needs."
"With its scalability and ability to connect with various systems, we have been able to exchange data with several systems automatically."
"We can search open and closed cases to find what we have done in other incidents."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"I have used other ticketing systems and they have not been as solid as ConnectWise."
"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The platform is easy to use."
"The most valuable feature is the management of projects from start to finish."
"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"ConnectWise Manage has made a difference in the connection to all of the other employees."
 

Cons

"I would like more integration into the entire Microsoft Suite of products, not just Excel."
"The version that we are using has been difficult for us to code."
"For future prospects, this tool should 80 percent deal with neural networks, deep learning, and artificial intelligence and that has to be integrated a lot. As these are future skills, these integrations will help us take the tool to take to the next level."
"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."
"We do not have the AI Agent Studio feature of Automation Anywhere available yet in our government GCC environment."
"Migration is a little challenging since it requires direct integration with DB, credential vault and all that."
"The initial setup is difficult because Automation Anywhere does not have a GitHub integration. They need to build a patch for that."
"Automation Anywhere should add a couple of commands which will help most developers not to always use a script, a good example is in String operations."
"Customization and configuration of CA Unified Self-Service needs improvement."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"Maileater is the biggest issue we’ve had recently."
"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've had some really good experiences with technical support, and we've had some not so great experiences with technical support, but our direct contact team at CA has been very, very helpful in getting us to the right people that can help resolve our problems quickly."
"One area that this product can improve is in the mobile user aspect."
"The UI is old school with a lot of windows opening and slowing down the process of ticket creation by the end users."
"I would like more flexibility on KPI and SLA definition."
"ConnectWise PSA’s graphical interface is a little old."
"Better documentation and access to the back end database would be nice."
"Reliability is definitely something that I have issues with, especially over a bad connection."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded."
"It needs to be easier to share tickets between users who need to work together."
"The UI needs a lot of improvement. ConnectWise has a very outdated 90s interface and it's difficult to access from the mobile app because of the limited number of features you can access."
 

Pricing and Cost Advice

"The price for Automation Anywhere is reasonable."
"The pricing for Automation Anywhere is reasonable."
"The cost for scalability is much cheaper than developing a new system."
"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."
"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."
"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."
"The pricing is based on a subscription model."
"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."
"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."
"Pricing is simple, as it’s per concurrent analysts."
"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!"
"I think pricing of this model is suitable for growing corporations."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"The pricing of ConnectWise Manage is reasonable."
"We're paying $940 a month for 14 users."
"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."
"There are some different add-ons and benefits that are optional and come at an additional cost."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Financial Services Firm
21%
Construction Company
12%
Outsourcing Company
12%
Healthcare Company
6%
Construction Company
17%
Financial Services Firm
9%
Performing Arts
9%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
By reviewers
Company SizeCount
Small Business18
Midsize Enterprise3
Large Enterprise1
 

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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What is your experience regarding pricing and costs for ConnectWise Manage?
We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...
What needs improvement with ConnectWise Manage?
The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...
What is your primary use case for ConnectWise Manage?
I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
ConnectWise Manage
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
Find out what your peers are saying about Clarity SM vs. ConnectWise PSA and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.