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Cherwell Service Management 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
6.9
Number of Reviews
640
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (24th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (19th), 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.
Thobile Moeketsi - PeerSpot reviewer
Senior Manager at Sasria SOC Ltd.
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
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

"It has improved a lot. We could identify a lot of manual processes that can be automated for our customers. The scope of automation by using Automation Anywhere has become wonderful. IQ Bot and AI sense are the incredible features provided."
"As for the stability of the product, we can use it in any use cases or to automate anything, like manufacturing or for the banking sector. We can automate all things. The stability is quite good. It is easy to use and user-friendly. You can automate whatever you do manually and day-to-day things work. We can automate repetitive tasks as well."
"I like web automation and SAP application automation."
"Object Cloning is the most valuable feature I have found for automating a website or a process that includes multiple mouse clicks."
"Automation Anywhere greatly improved our processing time since robots can execute process steps faster than human resources do."
"The best part about Automation Anywhere is the easy to use UI. It's very user-friendly. You have everything that you want in front of your eyes. You just have to drag and drop, then build your logic accordingly."
"The benefits we get from automation include faster and more accurate matching, running 24x7."
"I really like Screen Recording because it is used to record a task or a series of actions."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."
"We use the solution every day and quite extensively."
"All our activities are carried out in the one place."
"As we have other solutions from CA, I would recommend this for others, absolutely, because if you are using this in the right way you have big possibilities."
"Customer Service: High. Collaborates with gains in maturity."
"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."
"Within the first calendar year of deploy, the incident manager was able to strategically set and meet the field support goal of responding and resolving 25% of incidents remotely."
"The solution is highly stable; we are using the high availability product for our application server, and the program server is enough for our organization, allowing us to use the application in over 70 countries where it works well for us."
"It is quite a good product, and it's stable."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"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."
 

Cons

"A2019 is less stable than the previous versions."
"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."
"Most clients use systems which use old Java versions, trying to automate on these systems is really difficult since most features/commands are not supported."
"I would like if the IQ Bot could read hand-written documents, otherwise, Automation Anywhere is fabulous to work or develop processes for customers."
"If it had the ability to make decisions in complex situations, the bot would perform more smoothly. More advanced decision-making skills are needed for improvement."
"There are some business areas for which this tool is not capable of doing, such as in the areas of graphically-based input."
"There is a lot of scope for improvement in terms of stability. It is a concern, because right now we are close to 20 to 25 percent false negatives that are coming up."
"In the Microsoft Excel features, it needs a command to wait for a calculation to complete."
"Agile delivery should be supported."
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The support from the actual manufacturer is poor."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"The solution could be more user-friendly."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Access is only available if we're on VPN."
"Technical support is 7/10."
"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."
"Readily available plugins: Plugins should be made available for integration with third-party tools that are commonly used (e.g., Nagios)."
"We periodically run into issues with the stability of the application."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"​We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
 

Pricing and Cost Advice

"The solution is costly and the licensing is very confusing."
"Subscription for Automation Anywhere (AA) is paid yearly."
"We save approximately 10,000 hours per year."
"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."
"If we talk about the automation RPA. it definitely has worked very well for us. I'm talking about giving good savings, about more than 180 FTE savings, after implementing more than 200 plus bots. It has worked well. As an organization, it has supported us very well, and also for our customers."
"They're very flexible around pricing and licensing."
"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."
"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."
"For an ITIL user, the cost is probably about 50 bucks a month."
"I think pricing of this model is suitable for growing corporations."
"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 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."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"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."
"Pricing is simple, as it’s per concurrent analysts."
"The pricing is based on a subscription model."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
Construction Company
12%
Computer Software Company
10%
Manufacturing Company
10%
Healthcare Company
9%
Financial Services Firm
25%
Construction Company
13%
Outsourcing Company
9%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
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
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
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 Cherwell Service Management vs. Clarity SM and other solutions. Updated: June 2026.
900,747 professionals have used our research since 2012.