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Clarity SM vs Hornbill Systems Supportworks 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
6.8
Number of Reviews
668
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)
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)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (35th), IT Service Management (ITSM) (32nd)
 

Featured Reviews

Nadeem K. - PeerSpot reviewer
Rpa Developer at a consultancy with 11-50 employees
Automation has freed teams from repetitive finance and supply tasks and supports global operations
In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.
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…
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

Quotes from Members

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

Pros

"One thing I really like is the the recorder where you can connect with multiple systems. The OCR is also good."
"Automation Anywhere receives high marks for its ease of use."
"The whole suite of RPA modules that they have is very good. They have three environments in which you can do your automation. You have development, staging, and production environments. These are run by licenses as well, which is very good. There are a lot of ways of automating processes with this application."
"Excel automation is one of the best features in Automation Anywhere. If we have to work with multiple excel sheets with lots of rows and columns, it gets really difficult to keep track of this is done manually. But Automation Anywhere makes it really simple and error-free."
"This is the right platform and choice, as every business needs to be at this pace and cannot ignore automation if you really want your company to get to the next level and be at par with competitors."
"Automation Anywhere has very strong game because it is always up for asking feedback."
"I strongly recommend Automation Anywhere as a compelling platform for RPA needs."
"The Automation Anywhere software has improved our organization by moving us into the RPA climate and allowing us to save on our overhead."
"Right now, we are starting to be dependent on the CMDB a lot."
"Customer service is excellent."
"The most valuable feature are the time sheets, it's a very powerful tool."
"CA Service Desk is built around the ITIL methodology and would help to improve all organizational processes starting from incidents/problems/request, knowledge management, CMDB, etc."
"With its scalability and ability to connect with various systems, we have been able to exchange data with several systems automatically."
"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."
"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 integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works.​"
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
 

Cons

"When we are moving from one version to another version, it's very difficult because most of the features stop working."
"I would like to see GitHub or GitLab integration in the next version."
"We encountered issues during the upgrade of the framework. We were using the older framework of version 10.3.5. When we were upgrading, we were having a few issues in terms of getting the proper hardware and software prerequisites. For some things, like getting the controls of some of the application's tools, we were getting Automation Anywhere's help."
"IQ Bot is pretty good, but we can only run a maximum 150 documents."
"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."
"Automation Anywhere should improve its OCR command, as it's my observation that I have faced data loss or improper data being extracted."
"It would be better to make it more user-friendly so that individuals with no experience can pick it up pretty quickly."
"There was a time when I would have rated it at around fifty-fifty percent, but now Automation Anywhere uses AI for customer support."
"Doesn't scale well."
"We periodically run into issues with the stability of the application."
"We would like more information about all the configurations that we have on our infrastructure side."
"Technical support is sketchy at best. I have an open ticket right now that has been open for a few weeks."
"Service Desk is not perceived as one of the better products in this space."
"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."
"Support is the biggest thing dragging it down, and the fact that it's not all one integrated package."
"There is no documentation available from CA for SPEL code; I hope they make this available, so that we can customize it more."
"Customer Service: I'd rate it as a 5/10 or 6/10."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
 

Pricing and Cost Advice

"Time-wise: We have saved hundreds of thousands of hours."
"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"It's cheaper than other similar solutions."
"If it is saving FTE and Generating a good ROI then it is Worth Investing."
"Licensing costs range from $50,000 to $200,000."
"I feel the cost of licensing is very high for the A2019 version."
"The cost is affordable, which makes an easy barrier to entry for the RPA market."
"Pricing is simple, as it’s per concurrent analysts."
"The pricing is based on a subscription model."
"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."
"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."
"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."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Financial Services Firm
20%
Outsourcing Company
16%
Manufacturing Company
10%
Construction Company
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise566
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
No data available
 

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

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
Aylesbury Vale District Council
Find out what your peers are saying about Clarity SM vs. Hornbill Systems Supportworks and other solutions. Updated: November 2026.
921,028 professionals have used our research since 2012.