Clarity SM vs Ivanti Service Desk [EOL] comparison

Why PeerSpot?

Broadcom and Ivanti are both solutions in the IT Service Management (ITSM) category. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 88% of Ivanti users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Clarity SM and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: August 2026).

Buyer's Guide

IT Service Management (ITSM)

August 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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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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reviewer2150373

Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees

Scalable but interface can be improved

Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…

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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

"The most valuable features of this solution are its scalability, security using the credential vault, and ease of use for business."

"I also very much like the integrating of this solution with other applications. We have some old web applications that we've been using, and we've been writing some of our own DLLs to integrate with it. It has worked really well."

"I would rate Automation Anywhere a ten out of ten."

"We can do automation for some complex issues."

"AA improves process consistency and reduces human error."

"The marketing automation software provides easy workflow creation and management."

"It's really easy to use. We have a number of people at our firm who are now certified RPA developers that had no development background. They did that just by the online training in some cases. In some cases, it was the online training, as well as a three day class that we brought in-house and had taught."

"Now, with the help of Automation Anywhere Bot it's being handle automatically, and work that would take one week is now being completed within an hour."

More Automation Anywhere pros

"The most valuable features are the service catalog and process automation; in deployment, the ICT automation and self-service."

"When we went to the tool that we're now using, SDM, we noticed that the performance was so much more increased than it was in the past."

"We have certainly increased our quality level: first of all, the system is more robust and allows us to elaborate on more complex services, it integrates with other systems to transform more solid information, and thanks to the integration with BI we now have various possibilities to create reports that show where and when we need to modify our processes, resulting in a decrease in the number of open and duplicate tickets."

"Service Catalog is one place where you can do things for the entire organization."

"Unique tool that can get data from any other tool, correlate, make complex formulas to calculate SLAs/KPIs, calculate penalty/bonus, alerts, dashboards, automatic reporting, unbeatable for SLM."

"CA is very good in both the implementation and operation phases."

"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."

"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."

More Clarity SM pros

"Incident management and service request management features are the most valuable."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"The initial setup was quite simple; installing just took a few minutes."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"The tool supports a lot of standard reporting KPIs."

"Incident management is a valuable feature."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"Ivanti Service Desk gives all the functionality we need."

More Ivanti Service Desk [EOL] pros

Cons

"Automation Anywhere has a lot of room for improvement. It is not customer-friendly."

"It should have more commands, which should remove the dependency on MetaBots or other scripts so that everything is available in the tool itself."

"We are having trouble creating a reliable and stable situation in our environment."

"The licensing model could be a lot less complex, mainly due to their different structures, which are not straightforward."

"We have used the technical support. I am quite unhappy with the support part."

"Because I am using an older version, I am rating the scalability as a seven out of 10. I feel a lack of convenience when I try to scale it."

"You could improve the tools for reading CSV/Excel, also providing wizards or detailed guides, otherwise, it is quite complex to use them, especially at the beginning."

"My experience has been that if the person who codes the bot is not very well-trained, then they might create unstable bots."

More Automation Anywhere cons

"We would like more information about all the configurations that we have on our infrastructure side."

"The main problem is the one-point failure, where if one part of the application fails, the application as a whole fails."

"The first one was quite complex because we had to integrate into legacy systems."

"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."

"Release Management is not supported out of the box"

"It doesn't yet have the ability to integrate with other products."

"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 7/10."

More Clarity SM cons

"The mobile service is minimal and doesn't provide sufficient capabilities."

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

"I rated it a six out of 10 because it takes a lot to configure it."

"The interface can be improved. It can be made more interactive for self-service users."

"You must be very technical to configure it."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

More Ivanti Service Desk [EOL] cons

Pricing and Cost Advice

"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."

"We have a few licenses. They cost roughly $10,000 each."

"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."

"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."

"The licensing fees are approximately $10,000 USD for between five and ten users."

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."

"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."

More Automation Anywhere pricing and cost advice

"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."

"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."

"I think pricing of this model is suitable for growing corporations."

"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."

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

13%

Outsourcing Company

12%

Manufacturing Company

10%

Construction Company

10%

Financial Services Firm

21%

Outsourcing Company

15%

Construction Company

12%

Healthcare Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

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 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% 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

JIRA Service Management vs Clarity SM

Compared 11% of the time

Serviceaide ChangeGear vs Clarity SM

Compared 11% of the time

ServiceNow vs Clarity SM

Compared 10% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

SCSM vs Clarity SM

Compared 4% of the time

More Clarity SM Competitors

Freshservice vs Ivanti Service Desk [EOL]

Compared 18% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 17% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 15% of the time

BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 15% of the time

Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL]

Compared 13% of the time

More Ivanti Service Desk [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

Clarity SM

August 2026

Download Clarity SM product report

Buyer's Guide

IT Service Management (ITSM)

August 2026

Download Ivanti Service Desk [EOL] product report

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

Broadcom

Demo not available

Ivanti

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

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

Deliver outstanding IT support services to employees and customers.

Ivanti

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

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

Buyer's Guide

IT Service Management (ITSM)

August 2026

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