BMC Remedyforce [EOL] vs Clarity SM comparison

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BMC and Broadcom are both solutions in the Help Desk Software category. Additionally, 88% of BMC users are willing to recommend the solution, compared to 85% of Broadcom users who would recommend it.

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Executive Summary

We performed a comparison between BMC Remedyforce [EOL] and Clarity SM based on real PeerSpot user reviews.

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Buyer's Guide

Help Desk Software

October 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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Syed Abu Owais Bin Nasar

Software Consultant at ibl-unisys

Good reporting and easy to use but needs to offer better integration capabilities

The product offers quite limited memory. That needs to be expanded. They need to make it possible to more easily customize the user interface. The product could offer better integration capabilities. Right now, we are trying to integrate some on-prem solutions to Remedyforce. We're having some problems doing that right now. Due to the fact that the solution must be accessed through the internet, if your internet is not good, you'll have trouble accessing the product. It would be ideal if there was an on-premises option. Technical support can only be reached via email. It would be nice if we could speak with them directly.

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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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Quotes from Members

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

Pros

"IQ Bot is a valuable feature. It processes unstructured data to structured data. It helps me by making tasks less time consuming. It reduces the effort it takes versus manually."

"Automation is going to become a new area we will certainly encourage a lot of people to pursue because of the lasting dividends it provides, including saving time and manpower."

"Customers also are looking for the kinds of solutions that help enable their workforces to be more effective."

"We are able to create robotic tasks in a short time."

"Toward this life cycle, we have a very structured approach of governing, monitoring, and tracking, that's the approach we have taken. Insights we gain from this governance, we apply towards automation strategy and implementations. We've done this for many clients across the globe. We are happy to share those experiences with some of you as well."

"In 2018, we looked at some other products on the market, but Automation Anywhere was a perfect fit. We didn't have any issues that Automation Anywhere couldn't solve. The critical factor for us was its ease of use. We liked the drag-and-drop interface and the low-code capabilities."

"Automation Anywhere can be considered as one of the most stable RPA tools in the industry, according to the perspective of the limited amount of tools that I've used."

"Very comprehensive with different platforms especially SAP and Oracle EBS."

More Automation Anywhere pros

"The solution is stable."

"Offers good reporting capabilities. Getting the right information is the key to understanding and improvements."

"BMC Remedyforce is quite powerful."

"The reporting is very good and you can do incident matching."

"The feature that we like best is the stability of the product."

"ITIL best practices and smart practices are efficient in calculating the performance of services provided."

"The solution is highly customizable, however, meaning it will quite easily fit into almost any company's requirements."

"Remedyforce has greatly improved our company's ability to accurately track and create new records."

More BMC Remedyforce [EOL] pros

"It established a more organized dynamic and the ability to better plan activities."

"It is easy to tell what needs fixing and the priority of things."

"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."

"The scoreboard allows me to check for high-priority tickets, check status of tickets I created and search for tickets with keyword searches among other plusses."

"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."

"The most valuable features of this product are security, scalability and the possibilities for customization."

"It has made us a lot more organized, and a lot more aware of what needs to happen."

"Customer service is excellent."

More Clarity SM pros

Cons

"AA sometimes poses compatibility problems with new web browser versions like Chrome."

"When you are implementing it initially, it's challenging as there's a lot of change management."

"One area where I think there's an opportunity to do things a lot better is in the analytics function. They do have a concept or product called Bot Insights. It hasn't worked for us. It isn't as plug and play as we were led to believe, which is unfortunate. I can absolutely understand the value, and the demonstrations that I've seen of Bot Insights are sensational. But, we just haven't been able to make it work. We've invested a lot of time and effort trying to make it work to no avail."

"It can be a challenge for a developer, as it limits what they can do."

"The certification exam for AA is not as per the training videos, as the questions are more scenario-based, which makes it very hard for beginners to clear the exam after just tutorial knowledge."

"Enhancing the support tiers might be beneficial, and pricing has been a primary challenge, with a need for cheaper options and more tiered support."

"Some of the machine learning (ML) components are still in development. They deployed many of them, but they are doing some improvements on the machine learning part."

"MetaBots and Control Room may have some room for improvement."

More Automation Anywhere cons

"As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet."

"My team finds the search options and the user interface to be really cumbersome."

"Personally, I thought the setup was somewhat complex as it seemed there were three ways to do the same thing."

"It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it."

"The look and feel is very dated."

"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."

"Remedyforce is not built for this type of thing. The product as of yet was not built to handle complex requirements."

"I don't like the product at all. It's not user-friendly."

More BMC Remedyforce [EOL] cons

"The main problem is the one-point failure, where if one part of the application fails, the application as a whole fails."

"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."

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

"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."

"One area of this product that needs improvement is the user mobile experience."

"As an end user I don't probably use it the way that other people would use it, but maybe automatic opening of tickets for other products would be helpful."

"Technical support is 7/10."

"Ticket event and notification creation and management is cumbersome and has not improved over the many versions I have worked with."

More Clarity SM cons

Pricing and Cost Advice

"We are a partner of Automation Anywhere and find the pricing to be reasonable."

"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."

"We have saved time and money using this solution."

"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."

"Additional costs will be for the machines and the number of machines that you are using. You can deploy virtually as well as on physical machines. In both the situations, you do need to allocate a certain budget for securing the machines and where the software will be installed and running. The machines cannot be used for anything else, because only a certain bot can run at a certain time. You need to be very particular about your scheduling of running the bots, and while the bot is running nobody can use the machine. You cannot have an agent working on a machine and the bot running in the background. It has to be completely dedicated. Then there are the network bandwidth requirements and space requirements, which are additional costs apart from the licensing and software costs. The developer is also going to charge you for their coding time too."

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

"The pricing model can be a bit more flexible."

More Automation Anywhere pricing and cost advice

"BMC Remedyforce is extremely reasonable when talking about licensing costs."

"Licensing should be reviewed and understood before making the purchase."

"My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."

"The cost may be higher, but it is backed up by the great product and superb customer service."

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

"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."

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

"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."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

20%

Manufacturing Company

10%

Construction Company

Financial Services Firm

20%

Outsourcing Company

16%

Manufacturing Company

10%

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	5
Large Enterprise	6

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

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

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

Serviceaide ChangeGear vs BMC Remedyforce [EOL]

Compared 45% of the time

Zendesk vs BMC Remedyforce [EOL]

Compared 23% of the time

More BMC Remedyforce [EOL] Competitors

Serviceaide ChangeGear vs Clarity SM

Compared 12% of the time

JIRA Service Management vs Clarity SM

Compared 9% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

BMC Helix ITSM vs Clarity SM

Compared 5% of the time

Spiceworks vs Clarity SM

Compared 4% of the time

More Clarity SM Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Remedyforce [EOL]

October 2026

Download BMC Remedyforce [EOL] product report

Buyer's Guide

Clarity SM

October 2026

Download Clarity SM product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Remedyforce

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight

Interactive Demo

Automation Anywhere

Demo not available

BMC

Demo not available

Broadcom

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

BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Built with speed and flexibility in mind

Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing

BMC

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

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21

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 ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: October 2026.

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