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Clarity SM vs Serviceaide ChangeGear 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
6.9
Number of Reviews
662
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)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

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…
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"One of the most valuable features is the different possibilities it gives you to manipulate the interface screens that you're working with."
"My experience with the deployment of the solution is positive; it's fast, and we have not encountered any problems related to that."
"Automation Anywhere has helped us save on both time and cost."
"The recorders are highly beneficial when automating web scraping or web automation tasks."
"The Control Room is the most important feature, where we can manage the bots and publish to various bot runners in the environment."
"Now they have a nice tool that is mostly stable with most of the features I could want being covered in the functionality of the product."
"Automation Anywhere can grow alongside our automation needs."
"Automation Anywhere performs efficiently."
"This product has so many adjustment possibilities for many different clients."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"Compared to others, I like the ease of Service Desk; it's easy to maneuver around in, it's very user friendly, and things make sense where some other products we looked at were very confusing."
"It empowers me to be a lot more creative in doing things beyond the out-of-the-box scope of SDM."
"A big advantage of this solution is that with a proper definition of the processes, almost anything can be configured and scripted."
"It established a more organized dynamic and the ability to better plan activities."
"The ability to add Additional Information Screens on the fly."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."
"CA Technologies support is excellent."
"This is really easy solution to scale up and get get going to add new catalog items."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
 

Cons

"IQ Bot is useful but the price is not friendly."
"We had a major issue when it came to single sign-on. We couldn't get it working. There was a bug in Automation Anywhere that eventually got solved just a few weeks back. However, we have not implemented it. We have had hiccups with the single sign-on, but otherwise it was a smooth setup. We are not using single sign-on because of this bug."
"The main disadvantage of Automation Anywhere is its high cost."
"They need to improve the OCR engine which is not up to the market."
"Their Community Edition is awful. Every second day, it will fail. It will become corrupt."
"We would like to see the scalability improve from a local perspective."
"Configuring A2019 and using it is getting a little difficult because of frequent errors of compatibility. It is not so user friendly like the enterprise desktop version."
"The website can be buggy at times, and I would like to see improvements in latency and slow response times."
"The UI needs to be upgraded."
"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 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."
"Minor issues creep up and create huge problems. Product stability is also an issue."
"CMDB and the user interface, especially for extracting reports, could be improved."
"​We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"There were some stability issues."
"It could improve in maintainability and customization of features with a better and simpler GUI."
"Importing data with relations is difficult and could be better."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"Usability for IT analysts could be improved."
"Their service management application needs a lot of work."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"We had a lot of issues with non-Windows servers during implementation."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"It loses points because it’s not GUI enough, too code-y."
 

Pricing and Cost Advice

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."
"The pricing of AA is similar to UiPath."
"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."
"It's the best RPA tool, but the pricing could be improved."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."
"The price is very reasonable."
"The cost of this solution is a little bit high, but it is worth the price."
"I think pricing of this model is suitable for growing corporations."
"I don't see anyone other than large companies being able to afford this system."
"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!"
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Financial Services Firm
22%
Construction Company
12%
Outsourcing Company
12%
Healthcare Company
6%
Construction Company
22%
Comms Service Provider
9%
Outsourcing Company
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

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
Oakwood Systems Group
Find out what your peers are saying about Clarity SM vs. Serviceaide ChangeGear and other solutions. Updated: August 2026.
909,099 professionals have used our research since 2012.