Clarity SM vs OpenText Service Manager [EOL] comparison

Broadcom and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

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Executive Summary

We performed a comparison between Clarity SM and OpenText Service Manager [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: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 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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Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Is easy to set up, but customization needs improvement

Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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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 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."

"Overall, based on my experience with Automation Anywhere, I would rate it a nine out of ten."

"There are a lot of savings in terms of effort and time as well as costs."

"AA brings a lot of benefits for our organization in a number of different ways."

"In our efforts to efficiently manage the master data at our factories, the biggest benefit is the fact that we have been able to rein in what was an increasing number of engineers who were needed, on the order of some 100 people, so that’s a major result."

"Implementation of Automation Anywhere (AA) allows us to automate business processes and has brought productivity gains, error reduction, and speed of execution in multiple HR and Finance operations."

"While our Automation Anywhere's implementation is in a premature stage, it has really decreased the workload on our service desk and we definitely see some ROI in the future from this product."

"AA improves process consistency and reduces human error."

More Automation Anywhere pros

"Provides quicker resolution of all tickets with SLA management; reporting is quick and easy; tickets can be tracked and escalations can be handled by the correct teams."

"It is a one stop shop with the service catalog integrated with IT panel to the Service Desk, and it is very nice to be able to use because the workflow is all-in-one for the same product."

"It helps when you have an incident or performing a problem change management process."

"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."

"Unified Self Service gives our end users an interface that attracts people and which they want to use, as it looks great and the offerings we provide make their work life easier."

"CA Service Desk Manager has helped us publish our service and provide better service to our users."

"What I find comforting is that CA has been around for decades and therefore it is seen as a reliable partner, so companies buy their software even when there would be possibly better alternatives available."

"The most valuable features are the requests and incident tracking."

More Clarity SM pros

"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

"It has features such as integration with Skype for Business, smart analytics, and smart ticketing."

"Micro Focus Service Manager is a good platform, but ServiceNow is better because it's more flexible and easier, and it provides a lot of features and functions out of the box, ready to use."

"Fast, responsive and modern design."

"We think it’s worth switching over to HPE."

"It's the point of control for managing issues and offers control in the implementation of the changes."

"This is now completely organized and standardized in one workflow, and people work on one ticket, so there's full transparency, no confusion anymore, time to market is much faster, and the email traffic is less."

"Technical support is pretty good."

More OpenText Service Manager [EOL] pros

Cons

"I would suggest going with Microsoft Power Automate rather than Automation Anywhere because Power Automate's cloud flow is easier to use."

"I would like a couple more features where I can talk and the line comes up automatically."

"However, maybe because this is a new version with a change in platform, it still has some bugs."

"The AI Sense functionality is what I believe can be improved since when I tried to use it for automating a use case involving a Citrix Virtual Machine, it was unable to capture objects consistently."

"Automation Anywhere has some limitation with its integrations. You can build your logic with MetaBots and .NET components, e.g., if something is not gathered by Automation Anywhere or built into functionality, you can write a MetaBot. A MetaBot is like an external component. You can write it through C# or .NET code, and make a DLL, and import it. This is not open to all data types or EXE functionalities which can be written through C#. You have to define your variable types, matching them with Automation Anywhere existing variable types. Because of the knowledge required, I cannot let another person, who doesn't know Automation Anywhere, build my external DLL code."

"The expectations of what we thought was possible, versus what appears to be possible, were a little bit off."

"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."

"It is not easy to integrate APIs with Automation Anywhere without a good knowledge of APIs."

More Automation Anywhere cons

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

"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."

"I would like to see the API cleaned up. Right now, because of the way CA works, they combine a lot of applications. But the API is a mess, it's hard to navigate, hard to figure out."

"We would like to see improvements mainly without the Service Desk."

"From the user’s perspective: One of the most criticised aspects by the clients is the web interface, which is not too user friendly and hasn’t been changed in the last years."

"I noticed more crashing for some strange reason, being that it's on our own servers and we don't know why."

"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."

"Service Desk is not perceived as one of the better products in this space."

More Clarity SM cons

"Load balancers were not delivered in Phase 1 (time/cost constraints), and that caused negative user experiences."

"We had quite a lot of issues with stability and the quality of the product so far."

"The user interface was not really good, but they improved it a little bit."

"It's not user friendly (too complex), and it gives limited guidance documentation of how to filter all the logs detected."

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

"The stability could be better."

"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."

"Their end-user interface and technical support features could be improved."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."

"It's very good in terms of cost and pricing."

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."

"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 am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."

More Automation Anywhere pricing and cost advice

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

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

"Pricing is simple, as it’s per concurrent analysts."

"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!"

"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."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"The license is not cheap."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"HP Service Manager has moderate pricing."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Financial Services Firm

25%

Construction Company

13%

Outsourcing Company

Manufacturing Company

Construction Company

15%

Financial Services Firm

14%

Manufacturing Company

Marketing Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

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 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

JIRA Service Management vs Clarity SM

Compared 12% of the time

Serviceaide ChangeGear vs Clarity SM

Compared 10% of the time

ServiceNow vs Clarity SM

Compared 8% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

SCSM vs Clarity SM

Compared 5% of the time

More Clarity SM Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 19% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 13% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 11% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Manager [EOL]

Compared 6% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Clarity SM

June 2026

Download Clarity SM product report

Buyer's Guide

OpenText Service Manager [EOL]

June 2026

Download OpenText Service Manager [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

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

Broadcom

Demo not available

OpenText

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

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

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

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Buyer's Guide

IT Service Management (ITSM)

June 2026

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