Clarity SM vs OpenText Service Manager [EOL] comparison

Why PeerSpot?

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.

Comparison Buyer's Guide

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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: September 2026).

Buyer's Guide

IT Service Management (ITSM)

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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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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MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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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 scalability of this solution is good compared to others."

"It lets users add value with their time other than focusing on downloading Excel files, consolidating, and drawing up formulas. Since everything is structured, these easily are incorporated into the bot's work."

"Bots add a lot of productivity and value to our business, because a robot can work for 24/7. They work a lot better, as compared to a human being, specifically for tasks which are repetitive in nature."

"By implementing it, we were able to solve the issue of automation, which we had almost given up on."

"Automation Anywhere's most valuable features include its end-to-end capabilities within a single platform. It offers desktop automation, unattended automation, a recorder for tasks, and advanced IDP capability, which means that I can handle everything from basic cutting and pasting to advanced use cases. With Automation Anywhere, I don't need multiple other tools to automate end-to-end processes. I only need one additional chatbot tool, assuming conversational AI is part of the solution. If I don't have chatbots, all the capabilities are built into the platform."

"We have used document processing from the beginning. We have a few use cases running in production, processing thousands of documents. With the success rate of more than 80%, it's efficiently extracting data for us."

"We've shifted platforms a couple of times, and Automation Anywhere is the one that stuck based on end-user experience, the ease of development, and trainability with the tool."

"Automation Anywhere has positively impacted my organization by providing a lot of hours and dollars saved for many business teams across the company, and it helps spark ideas for people to look at their own business processes and learn how to automate them from end to end."

More Automation Anywhere pros

"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."

"Great flexibility for every environment and many features are available."

"Customer Service: High. Collaborates with gains in maturity."

"The product is quite stable and highly scalable."

"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."

"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."

"The scoreboard allows me to check for high-priority tickets, check status of tickets I created and search for tickets with keyword searches among other plusses."

"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."

More Clarity SM pros

"Technical support is pretty good."

"Incident management is the most valuable because we're using it to manage tickets for an accounting system."

"Stability, lower operation costs, and straight process implementation."

"It's easy to scale."

"The solution will streamline productivity and also improve automation, bringing efficiency as well as the ability to handle a big number of enterprise-wide service needs, with productivity and collaborative capabilities being some of the key benefits."

"We can have all our requests and incidents registered in one system."

"Sometimes, customization is simple. The version we are using now has a nice interface."

"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."

More OpenText Service Manager [EOL] pros

Cons

"AA should include more features in the mobile app, such as monitoring and debugging bots."

"We could use more accuracy with IQ Bot."

"I would like more integration into the entire Microsoft Suite of products, not just Excel."

"A standardized improvement area for any RPA tool is making it more user-friendly. This can be done by allowing users to give instructions in their language. For example, one should be able to say in his or her language to automate the login page of the XYZ application. It should be able to create a flow based on the information or screenshots that the user provides."

"The installation piece was sort of complicated because we are new to the business. We are new to installing Automation Anywhere services and the services that they are providing. So, we are sort of expected some kind of installation engineer to come onto our premises and provide the support, rather than remotely."

"Providing a desktop version rather than focusing on the cloud is essential. Only UiPath offers a studio environment for desktop application development."

"Scaling from small to medium automation works well, but if building out very big applications, sometimes the code can be too lengthy and uncontrollable."

"The tools are fundamentally solid. However, when I think of self-healing, such as automation with a new prompt or a new Windows patch occurring, being able to handle those kinds of things on top of what Automation Anywhere already does and that automatically click through and do the reboots that are necessary to just have a clean run would be ideal."

More Automation Anywhere cons

"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."

"I think many of the good features are outweighed by some of the services and support issues we've had, and so again, we're still in the honeymoon phase, and we've got some struggles that we're trying to resolve."

"Sometimes I feel that maybe there must be a way to improve it where it's kind of simplified in a way where it's more usable. I think sometimes it's too much for someone to use, or someone gets lost, or someone complains about having too many things in there."

"Room for improvement I would say from a back end perspective, I would say they need to streamline a lot of the code that they're using. I think it's very bloated, I think it has a lot of extra things that it doesn't really need."

"The SDM administration and customisation needS deep information about architecture and vendor support continuously."

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

"They really want user names in the document owner and subject expert fields, and that is just not practical."

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

More Clarity SM cons

"In the release that we currently have, the biggest challenge was reporting."

"Pure cloud-based native functionality is lacking."

"The user interface is very clunky."

"Service Manager would be improved with access to automation."

"It's not so easy to move to the next version. It's not quick to upgrade."

"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."

"The solution does not interface well with other products and is difficult to implement."

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

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

"It is reasonable, but it can always be a little bit cheaper."

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."

"The cost is at the highest end of the spectrum."

"Our costs are approximately between $5,000 to $10,000 per license."

"Our annual licensing costs are around $100,000 a year."

"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."

"In terms of pricing, it's not at all cheap, and that's a concern. The licensing cost is very high. While I don't know the exact prices of other tools, Microsoft offers the lowest pricing for its RPA platform compared to UiPath and Automation Anywhere."

More Automation Anywhere pricing and cost advice

"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."

"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."

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

"The pricing is based on a subscription model."

"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."

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

"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."

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

"The license is not cheap."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Financial Services Firm

20%

Outsourcing Company

18%

Construction Company

11%

Healthcare Company

Construction Company

14%

Outsourcing Company

14%

Financial Services Firm

11%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	560

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 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% 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 Clarity SM

Compared 10% 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 6% of the time

Vision Helpdesk vs Clarity SM

Compared 4% 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 11% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 11% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 7% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 7% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Clarity SM

September 2026

Download Clarity SM product report

Buyer's Guide

OpenText Service Manager [EOL]

September 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)

September 2026

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