Clarity SM vs TOPdesk comparison

Broadcom and TOPdesk are both solutions in the Help Desk Software category. Broadcom is ranked #17, while TOPdesk is ranked #19 with an average rating of 6.0. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

Clarity SM and TOPdesk both compete in the service management category, with Clarity SM having the upper hand in advanced data integration and customization capabilities.

Features: Clarity SM is known for its advanced data integration capabilities, allowing extensive customization beyond standard use cases. It offers dynamic data integration and facilitates detailed SLA calculations. TOPdesk is appreciated for its intuitive design, ease of use, and user-friendly dashboard, providing quick accessibility.

Room for Improvement: Clarity SM has challenges with scalability, requiring substantial investment for integration, and outdated user interface design. Its stability and reporting processes are also concerns. TOPdesk needs improvements in real-time reporting and interface updates, along with enhanced AI-driven automation and integration options.

Ease of Deployment and Customer Service: Clarity SM supports on-premises and public cloud deployments, catering to diverse organizational needs, but faces criticism for inconsistent support and technical assistance. TOPdesk offers smoother on-premises deployment but struggles with long implementation times and slow customer service.

Pricing and ROI: Clarity SM incurs higher costs due to its extensive capabilities and complex licensing structure, making it ideal for large enterprises. TOPdesk offers a more affordable pricing model, recognized as cost-effective without compromising essential features.

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

Buyer's Guide

Clarity SM vs. TOPdesk

August 2026

Download the complete report

Helped 908,858 peers since 2012

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.

Read full review

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…

Read full review

Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Read full review

Quotes from Members

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

Pros

"Before Automation Anywhere, the insurance companies used to transfer data manually from one app to another, but after introducing them to automation the speed and accuracy have been outstanding."

"The best aspect is the user interface. It is very user-friendly and snappy, responding quickly compared to other available tools. It is easy to learn, and the community support is good for asking questions and getting answers."

"Automation Anywhere lets us do that, as users can develop the bots by themselves."

"Our experience with technical support at Automation Anywhere has been great. They have been very helpful, especially during the PoC, processes which are sort of early on in their sales cycle, or when we were just starting with Automation Anywhere a couple of years ago. We got great support for getting it onboarded in-house and getting our team up to speed. So, we have found it to be a great partnership."

"It is highly accurate and gets up and running in a very short period of time."

"The Automation Anywhere automation tool is user-friendly, especially compared to UiPath and Blue Prism."

"Automation Anywhere has been an integral part of this product's evolution in general. A hindrance that we were faced with was companies who did not have API integrations for Salesforce. This is where RPA and Automation Anywhere came in and helped us with integrating solutions which did not have API integrations within themselves. That's how we've evolved in the past two to three months."

"Automation Anywhere can grow alongside our automation needs."

More Automation Anywhere pros

"For me, the best feature is the powerful tool to integrate all processes for IT to monitor."

"I would highly recommend to install CA, not only the CA Service Desk Manager tool, but the overall value that CA portfolio products can bring."

"Customizability. You can easily make your own tables and add fields."

"For us it's indispensable to have all the cases in one place; it's the main tool for managing cases day to day."

"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."

"One of it's kind."

"The database and the power that is driven behind the database."

"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."

More Clarity SM pros

"Change management is the most critical feature."

"The most valuable feature of this solution is the incident management module."

"It is an easy-to-use solution."

"The most valuable feature of TOPdesk is the reports."

"The most valuable feature of the solution is the ticketing feature."

"TOPdesk is overall very stable."

"As we have moved to an off-premises deployment, we get regular updates."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

More TOPdesk pros

Cons

"The product needs to catch up to the promise of known technology and apply more intelligent behaviors concerning AI or unstructured learning."

"Sometimes, the files are getting corrupted and this causes us a lot of trouble."

"With any new upgrades, we have to make changes in the codes. To us, this means that the tool is not stable. We have been told by Automation Anywhere that this will be fixed in future releases."

"We looked at the Bot Store initially and didn't find much."

"Automation Anywhere Control Room should update to the newer versions with one click, including the newer features. There should be minimum effort required from the IT organization. The major resistance from any organization is from the IT organization because they have a lot of dependencies and will sometimes resist doing changes because they have other activities and applications to manage. Future versions should minimizing their work."

"What I don't like about Automation Anywhere is that its troubleshooting tools need to be improved because they usually take a long time to solve problems as they come up."

"For order processing, I would say that it is not very much time-saving because it is also taking time to extract and process, but it is giving us freedom in that the people who are doing the repetitive task are not doing that repetitive task now, and they are doing something else, maybe validation or something more productive."

"IQ Bot has some limitations that should be improved in future releases."

More Automation Anywhere cons

"From the implementation side, it's a tool that you can customize a lot. This customization sometimes, on upgrades and so on, gives you a really hard time, so I would suggest trying to build a solution that you can operate with the customizations that the product allows you to do."

"Initial setup was complex, but normal."

"Its biggest weakness is the user interface."

"There are a lot of messages that just are not necessary."

"They should enhance the service desk manager's service point function to be more customizable."

"More user experience in the look and feel of the application. "

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

"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."

More Clarity SM cons

"The solution's change management could be better."

"It is time-consuming to add new users."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"An operator is also a user but requires creating two different records."

"Change management implementation, facility management, and making reservations on assets can be improved."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

More TOPdesk cons

Pricing and Cost Advice

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

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

"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."

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"The cost is affordable, which makes an easy barrier to entry for the RPA market."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"We were paying approximately $30,000 for a year license."

"They are already coming out with a community license, which is really good. That's something that I wish to have."

More Automation Anywhere pricing and cost advice

"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."

"I don't see anyone other than large companies being able to afford this system."

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

"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."

"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."

"TOPdesk's pricing is cheaper than Jira's."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution's pricing is reasonable and not expensive."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"The solution is inexpensive compared to competitors."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

908,858 professionals have used our research since 2012.

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

Outsourcing Company

11%

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

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	2
Midsize Enterprise	3
Large Enterprise	7

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

Ask a question

Earn 20 points

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

See all answers

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

See all answers

What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

See all answers

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

Spiceworks vs Clarity SM

Compared 3% of the time

More Clarity SM Competitors

ServiceNow vs TOPdesk

Compared 12% of the time

JIRA Service Management vs TOPdesk

Compared 9% of the time

LiveChat vs TOPdesk

Compared 7% of the time

Stat for Oracle E-Business Suite vs TOPdesk

Compared 4% of the time

Freshdesk vs TOPdesk

Compared 3% of the time

More TOPdesk 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

Help Desk Software

August 2026

Download TOPdesk 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

TOPdesk

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

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

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

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

Clarity SM vs. TOPdesk

August 2026

Free Report: Clarity SM vs. TOPdesk

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

DOWNLOAD NOW

908,858 professionals have used our research since 2012.

See our Clarity SM vs. TOPdesk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.