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Agiloft Service Desk Suite vs Clarity SM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
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)
 

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.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
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…

Quotes from Members

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

Pros

"The deployment of Automation Anywhere went smoothly. They were very supportive with the migration of all of our existing automations and also being there and supportive with the development of the new automations."
"Automation Anywhere has presented us with a platform that is easily accessible from a web interface, enabling us to write code for RPA scripts without having to download a dedicated software application."
"I utilize all the commands provided by Automation Anywhere, such as all the recorders. I use these commands to develop my processes and bots."
"We valued the ease of use, when we were thinking about scaling out to the business. The recording feature, while not a developer tool - it is a tool for a business user who may not possess the thought process of a developer - we valued that in our evaluation."
"Automation Anywhere has significantly helped us achieve our automation goals, mainly by reducing costs, which alleviates organizational burdens."
"In the age of agentic AI, it's allowing us to imagine what comes next."
"AA helped our clients to achieve their goals faster and more efficiently, also reaching ROI very quickly."
"It is very easy for anybody to learn."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"The most valuable features for me are the scalability of it, its ability to bring in everyone at one time, and all the data-related functionalities."
"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."
"The product is quite stable and highly scalable."
"The major improvement in functions is their ability to track, report incidents, problem, changes and configuration management."
"It is the most stable product in the market."
"You can customize it and make it work to the client's needs."
"It brings a maturity of collaboration and support, facilitating the work of analysts, and benefits end users in service."
"Customizability. You can easily make your own tables and add fields."
 

Cons

"Commands in Excel, Outlook, and Word automation are very limited and hence facing difficulties automating complex requirements for the above applications with V11 version."
"Automation Anywhere's network has room for improvement."
"I'd love to see the ability to build web or mobile applications that are integrated with Automation Anywhere bots, so that a user can work on a web interface directly. Then, it can be linked to the Automation Anywhere bots in the background. They just hit a button, and all the data or information will be used by the bot to do some process in the back end."
"We noticed slowness in a few of the commands like Object Cloning, Web Recorders, etc. on which Automation Anywhere can work to make it more robust. There are improvements required in the WLM solution provided by AA, which can make it a more robust queuing system and the system should retry by itself in case of failure due to system error."
"Getting buy-in was a major challenge because of the various people not aware of the technologies moving and getting buy-in from top management is a challenge."
"It is not able to use OCR effectively and has limited usability."
"SMTP mail features should come with migration options. All kind of VB scripts and Java scripts which we built using exiting version should support in this version."
"This solution should be more user-friendly so that our clients can take a bot that we have developed for them, and then run it by themselves."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"I would like to see the API cleaned up."
"It doesn't yet have the ability to integrate with other products."
"I would like more flexibility on KPI and SLA definition."
"I encountered a scalability issue with an older version."
"There are some functions I have seen from its competitors that I would want CA SDM to have."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help, perhaps."
"It needs better report-generation features and allow for different types of data."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
 

Pricing and Cost Advice

"We have seen about a 10 percent monetary savings."
"The Automation Anywhere license is affordable and not complex."
"In terms of pricing, this is a good product."
"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."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."
"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"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."
"The pricing is based on a subscription model."
"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."
"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."
"I don't see anyone other than large companies being able to afford this system."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
No data available
Financial Services Firm
22%
Construction Company
12%
Outsourcing Company
12%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

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)
No data available
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about Agiloft Service Desk Suite vs. Clarity SM and other solutions. Updated: August 2026.
908,834 professionals have used our research since 2012.