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Alemba Service Manager vs Clarity SM 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
6.8
Number of Reviews
668
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)
Alemba Service Manager
Average Rating
7.4
Reviews Sentiment
6.3
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (33rd)
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) (18th)
 

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.
reviewer1099623 - PeerSpot reviewer
ICT Analyst at a energy/utilities company with 5,001-10,000 employees
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
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 most valuable feature is the user-friendly interface."
"Not all tools give us the clear utilization of the infrastructure in place but this does and trust me, this has been proved far better than other RPA tools and that is why I see AA booming day by day."
"I implemented AA in different environments, the AA installation is the smoothest compared to other RPA software installs."
"The control room is the best part as everything can be seen and controlled from there, scheduling storing of credentials, and much more. I have used PDF extraction and other tools where data needs to be extracted and it works great at that part. I highly recommended this tool for automation."
"Other products are more low-code, whereas Automation Anywhere is no-code making it easier to learn and user-friendly."
"If anyone is looking for an efficient automation tool, I definitely recommend Automation Anywhere because it is very helpful, even for non-technical people."
"I love the Bot Store. I encourage a lot of my staff to use it, because it changes the game and the time that it takes to build automation. It has a lot of reusable things that you can use off the bat."
"It is also easy to design and implement, even for business users who don't have technical skills. A little bit of training is required, about five to seven days, and then they can start. The learning curve is low."
"The workflow is very good, as well as customizable."
"From the time we started using vFire, we were able to ensure continuity tracking of Service Tickets (incident and request fulfillment-related)."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"Incident Management is the most valuable feature of the solution."
"The most valuable features that we're finding right now are the customer service portal and the ability to have a one stop shop experience, and that's what we're using the tool for."
"Perfect, one of the most stable solutions ever."
"I would highly recommend Service Desk Manager."
"It is a bit expensive, but you definitely get what you pay for."
"For me, the best feature is the powerful tool to integrate all processes for IT to monitor."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"The in-service catalog is quite useful."
"If properly deployed, I think that the CA Service Desk Manager is scalable."
 

Cons

"The platform has good capabilities, but it could improve by providing more development options."
"The overall product in Automation Anywhere is good, but they need to improve a little bit on the overall architecture side."
"The main issue I identify is that the cost of the enterprise-scale license and add-ons can be a barrier for small businesses."
"We have had so many stability issues."
"The availability of material in terms of more technical documentation could be improved, particularly in-depth information about how things can be done."
"It would be useful to have some updates for the control room in terms of analytics."
"The pricing is a little bit high compared with other tools."
"There are a lot of issues in the tool. There are a lot of breakdowns."
"The reporting needs to be improved."
"The product should improve its ability to integrate with third-party tools."
"We had issues with the user interface, the way it was structured wasn't that user-friendly."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"Minor issues creep up and create huge problems. Product stability is also an issue."
"One of the issues that exists, and I don't know you can really call it an issue, but it's not there yet, it needs to be tighter integration between PAM and Service Desk and they understand that, because the PAM engine for driving business automation and workflows is so critical to our business and keeping us on schedule and doing things."
"The UI is old and passé."
"If you're looking comparably and relatively across Service Catalog that runs in the process management space, CA fell behind."
"The initial setup can be complex, especially if you want to track and notify on a variety of granular controls. However, the vendor oversells how easy it is and the training from CA is terrible."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"CA develops and acquires enough tools and adds them to its solutions, but does not necessarily fully integrate them before releasing them."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
 

Pricing and Cost Advice

"Costs savings have been seen by employing bots for multiple shifts instead of people."
"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."
"As our team size increases, we may get some more licenses for the tool."
"Automation Anywhere University is pretty good. They make it available free for everyone."
"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."
"The cost is anywhere between $10,000 and $100,000."
"There may be room for the product to be more competitively priced to excel in the market."
"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."
"The product is much cheaper than ServiceNow."
"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"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."
"I don't see anyone other than large companies being able to afford this system."
"The pricing is based on a subscription model."
"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."
"Pricing is simple, as it’s per concurrent analysts."
"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."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Comms Service Provider
19%
Government
11%
Construction Company
9%
Outsourcing Company
8%
Financial Services Firm
20%
Outsourcing Company
16%
Manufacturing Company
10%
Construction Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
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)
vFire
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
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 Alemba Service Manager vs. Clarity SM and other solutions. Updated: November 2026.
920,929 professionals have used our research since 2012.