Clarity SM vs SysAid comparison

Broadcom and SysAid are both solutions in the Help Desk Software category. Broadcom is ranked #17, while SysAid is ranked #26. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 90% of SysAid users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and SysAid compete in the IT service management category. Clarity SM has an advantage in feature sets and integration capabilities, while SysAid offers better user-friendliness and cost efficiency.

Features: Clarity SM is celebrated for its customization flexibility, integration capabilities, and comprehensive tools for tracking, configuration, and asset management. These features make it suitable for managing complex IT operations. SysAid stands out for its user-friendly setup and cost-effective licensing, which includes a well-integrated self-service portal and essential asset management features. The simplicity and straightforwardness make SysAid appealing to organizations focusing on ease of use.

Room for Improvement: Clarity SM could enhance scalability, report generation, and modernize its user interface. Users have noted that it requires significant investments for full integration and the API architecture lacks modern features. SysAid, while flexible, could improve automation features, enhance the mobile experience, and expand its knowledge base and reporting tools to provide better comprehensive capabilities.

Ease of Deployment and Customer Service: Clarity SM is usually deployed on-premises, with users experiencing varied customer service satisfaction. Some clients receive excellent support, while others find responses slow. SysAid provides more deployment options, including cloud configurations, which cater to diverse business needs. Customer service for SysAid is generally rated as satisfactory, with technical support known for its responsiveness and helpful problem-solving.

Pricing and ROI: Clarity SM is perceived as costly, especially due to its licensing model based on service-level metrics, presenting a challenge for smaller organizations. Despite this, those who can invest appreciate its extensive feature set. SysAid, on the other hand, offers a more affordable approach, providing competitive pricing with essential features, which leads to a favorable view on its ROI, particularly attractive for smaller organizations seeking a balance between cost and functionality.

To learn more, read our detailed Clarity SM vs. SysAid Report (Updated: August 2026).

Buyer's Guide

Clarity SM vs. SysAid

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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Todd Blake

Senior IT Specialist at a healthcare company with 11-50 employees

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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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 cloud implementation is easy, you do not have to install anything, and when we use it in the Automation Anywhere Cloud, it becomes even easier."

"We have the MetaBot feature, which is valuable because we can read reusable components in the MetaBot, then use them as a framework."

"Automation Anywhere helped us to reduce the work time on data operations."

"Bot Insights is neatly integrated into the platform, which enables us to develop rapidly and train the learning instances using pre-defined domains over the purchase orders, forms, and invoices that need to be processed."

"We had some business users who created their first bot four weeks back, and they were thrilled; it was very easy for them because of the drag and drag, and they understood the process very well."

"We've been using a lot of object cloning and screen scraping, but we've also had success with: inbuilt email functionality, some integrations to incorporate heterogeneous systems like Python scripting, etc."

"We have seen AA bringing immense value to the clients once operational. Bot deployment is easy and controlling Access is easy with RBAC With Recent additions. User groups and user management is on par with tools like Blue Prism & UiPath."

"The most valuable feature is the task bots because we found that cognitive functionality can be improvised."

More Automation Anywhere pros

"Right now, we are starting to be dependent on the CMDB a lot."

"The product is quite stable and highly scalable."

"The process automation component is incredibly valuable, as it cuts down on the workload of teams, organizational and clerical work, and allows employees to be more efficient."

"It has given us the ability to automate a lot of tasks, things we couldn't do before."

"We are better able to manage and keep track of SLAs with end users, analysts work more efficiently based on the ticket priority, and we can better manage IT assets and contract licenses through CMDB."

"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."

"Quick capture of ticket info lends itself to easy resolution and/or assignment to other groups."

"Before Service Desk, we were kind of flying a bit blind internally, but with it, we're still in the honeymoon phase and it has provided us many, if not all, of the tools that we're looking to use and implement in our system."

More Clarity SM pros

"The simplicity of the solution is excellent."

"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

"SysAid provides us with multilayered service management and all of our support pieces integrated into one system, making our service and support systems much more transparent for everyone in the business and helping us deal with resources more flexibly."

"I would say the overall flexibility of the product is its most valuable feature."

"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

"The only way we could have managed that growth was by having an application like SysAid."

"I really like the SysAid self-service portal; it's very customizable and we can customize it to fit our needs rather well."

"The solution can scale."

More SysAid pros

Cons

"It is frustrating at times to experience this instability, but we do find a solution and we are working on it to be better."

"The API integration should be improved further since it is a bit difficult at the moment to connect with the API in the enterprise version."

"The setup is complex because there is a lot of customization."

"The bot scaling process was painful, when you go beyond a few bots, and because we had stability issues. We had to work through the issues, and they took us a long time."

"Sometimes, the ESX services will stop. We are working with IT to resolve this, as it's not our fault. Automation Anywhere is stopping the service, and during that time, the bot will be stopped. Right now, we are logging into the client machine and restarting/rebooting them, then restarting the services. As some of our processes run at night, we won't know that the service is down since our processes run 24/7. This issue is then escalated to the manager. This is the current challenge that we are facing, and we would like them to improve this."

"I'd like to see the stabilization of Co-Pilot and integration with multiple products... In the future, I will require integration with SAP Oracle, Atlassian, and Service Now. The contact center vertical is important..."

"It has been challenging integrating Automation Anywhere with other solutions, due to all of the controls, as we are a bank."

"One of the things that the product should have is to add more advanced level developer capabilities into the platform. I know it is easy for business, non-technical people. However, for the developers, there should be some more features within the product so they can build advanced level use cases much faster."

More Automation Anywhere cons

"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."

"Some of the features that can be improved are usability, as xFlow is a great step forward but further steps are needed, and internalization where CA is quite far behind."

"UI is not perfect, but maybe with Jaspersoft."

"One area that this product can improve is in the mobile user aspect."

"If you're looking comparably and relatively across Service Catalog that runs in the process management space, CA fell behind."

"Readily available plugins: Plugins should be made available for integration with third-party tools that are commonly used (e.g., Nagios)."

"Compared to some of the other products, I think we are bit behind."

"There is no documentation available from CA for SPEL code; I hope they make this available, so that we can customize it more."

More Clarity SM cons

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it."

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."

"There is a learning curve for the users."

"The solution needs to improve their mobile product."

"We would like them to approve the security functionalities, e.g., management security features."

"The only thing that I would like to see is for them to improve asset management so that it's more usable."

"Currently, SysAid does not have a mobile application."

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

More SysAid cons

Pricing and Cost Advice

"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."

"The licensing cost is approximately $4,000 USD, which is a seed license."

"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."

"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."

"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."

"If we talk about the automation RPA. it definitely has worked very well for us. I'm talking about giving good savings, about more than 180 FTE savings, after implementing more than 200 plus bots. It has worked well. As an organization, it has supported us very well, and also for our customers."

"The solution is quite expensive. Not every organization can consider this option."

"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."

More Automation Anywhere pricing and cost advice

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

"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 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!"

"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."

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

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"SysAid is a good solution, especially from a pricing perspective."

"We saw our investment back at the end of year one."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

"The pricing of SysAid is less than its competitors."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

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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

Construction Company

14%

Financial Services Firm

12%

Computer Software Company

10%

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
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...

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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...

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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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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 2% of the time

WorkFusion 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

Hornbill Systems Supportworks vs Clarity SM

Compared 3% of the time

More Clarity SM Competitors

ServiceNow vs SysAid

Compared 14% of the time

ManageEngine ServiceDesk Plus vs SysAid

Compared 12% of the time

BMC Helix ITSM vs SysAid

Compared 5% of the time

HaloITSM vs SysAid

Compared 5% of the time

Zendesk vs SysAid

Compared 3% of the time

More SysAid 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

SysAid

July 2026

Download SysAid 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

SysAid

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

SysAid offers an adaptable IT management platform with customizable workflows, asset management, and seamless application integration, catering to departments such as HR, payroll, and finance.

SysAid provides tools for incident, request management, and a CMDB to support departments through efficient processes. It features a self-service portal and knowledge base, enhancing user experience by promoting autonomy. It allows for easy customization and features a scalable system that adjusts to enterprise needs. SysAid supports educational institutions, airlines, and a variety of sectors by streamlining communication through calls and emails.

What are SysAid's Important Features?

Intuitive Interface: Offers a user-friendly design that simplifies navigation.
Customizable Workflows: Enables users to tailor processes to their specific requirements.
Robust Self-Service Portal: Empowers users to resolve issues independently.
Comprehensive Asset Management: Tracks and manages assets efficiently.
Reporting Tools: Provides extensive data analysis and visualization capabilities.
Knowledge Base: Supports access to information for problem-solving.
Integration Capabilities: Allows seamless connection with other applications.

What Benefits and ROI Should Users Look For?

Ease of Customization: Adapt workflows and interfaces with minimal effort.
Scalability: Supports growth and changes in enterprise infrastructure.
Effective Technical Support: Ensures reliable assistance for troubleshooting issues.
Transparency: Enhances visibility into service management and asset tracking.

SysAid is utilized across different industries for IT, HR, facilities, and finance needs. Its primary role is in incident and request management and knowledge sharing, with asset inventory and CMDB functionalities aiding internal communication. It is implemented in sectors like education and aviation to streamline operational processes.

SysAid

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

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank

Buyer's Guide

Clarity SM vs. SysAid

August 2026

Free Report: Clarity SM vs. SysAid

Find out what your peers are saying about Clarity SM vs. SysAid and other solutions. Updated: August 2026.

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