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Agiloft Service Desk Suite vs Clarity SM comparison

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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
661
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 (2nd), 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 (44th)
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) (19th)
 

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 features of Automation Anywhere are quite impressive; one aspect I particularly appreciate is the integration of AI, which has reached a mature level in its capability for agentic processes, greatly enhancing product usability and enabling adaptation to complex use cases."
"For a tool that can be fun to use and make people's job better on day one, that is the most valuable feature."
"The flexibility which has been built into it is its most valuable feature."
"With Automation Anywhere, our clients can get their work done fast and in an automated manner."
"Compared to other RPA tools, I prefer Automation Anywhere."
"It's easy to use, and with less experience, anyone with the business knowledge can automate easily."
"The built-in features, such as the connector builder and AI development tools, are easily accessible, keeping the software up-to-date."
"Anywhere contributed to increased efficiency, reduced manual efforts, and notable time savings across various processes."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"Our customer service and productivity have increased in quality and quantity since using this product."
"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%."
"The initial setup is pretty straightforward."
"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."
"It has a good GUI interface."
"Advanced Availability architecture is hands down the key feature, as we can make sweeping changes to the application or database with minimal impact on our user base, and most of the time the users see no downtime at all."
"The UI is very user-friendly."
"Utilization of change management features allowed us to effectively implement both group- and department-level change advisory boards and coordinate the interaction between the disparate management levels."
"With CA SDM, my entire service management business is ITIL aligned with better productivity across all IT processes."
"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."
 

Cons

"Having some more pre-mapping and pre-setup analysis of what you're going to be doing with it would be helpful."
"We have had some quirkiness happen when integrating the Automation Anywhere with other solutions, such as weird Excel issues or temperamental legacy system issues."
"Excel functionalities, the macro interface can be improved in the next release of RPA platform Automation Anywhere. Functionalities such as maneuvering on the excel worksheets, increased capability to manipulate formulae, and other Excel functionalities will give Automation Anywhere and edge in the RPA platform category since most financial applications use a lot of Excel and macro sheets for their calculations and postings."
"The workflow has a complex drag-and-drop interface that is not user-friendly and requires a good technical understanding, which can be challenging for users."
"We have a new feature share in Automation Anywhere, but it does not migrate automatically from the previous version to the new one."
"Queues are great but need improvement. They are helpful because most of the automations are transaction-based."
"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."
"Sometimes, the files are getting corrupted and this causes us a lot of trouble."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"Reporting and integration to SCCM need improvement."
"I would like to see probably not so many individual modules where it kind of wraps it all together."
"They should enhance the service desk manager's service point function to be more customizable."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"Clarity is also quite an expensive solution and it would be helpful if the cost was reduced."
"Customer Service: Horrific. Unless an explicit and costly "service issue" was raised through the enterprise support agreement, CA had zero interest in accepting problem reports."
"The user interface is a little bit old and not so mainstream."
 

Pricing and Cost Advice

"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."
"We have saved customers 400% in terms of time saved by implementing this product."
"We save approximately 10,000 hours per year."
"We have saved a lot of money on taxes based on the stuff that we run."
"Its price is competitive with all other products in the market."
"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."
"The pricing model can be a bit more flexible."
"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."
"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%."
"I think pricing of this model is suitable for growing corporations."
"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."
"I don't see anyone other than large companies being able to afford this system."
"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!"
"Pricing is simple, as it’s per concurrent analysts."
"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
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
No data available
Financial Services Firm
20%
Outsourcing Company
18%
Construction Company
11%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
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: September 2026.
913,806 professionals have used our research since 2012.