No more typing reviews! Try our Samantha, our new voice AI agent.

Cherwell Service Management vs Clarity SM comparison

Sponsored
 

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
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)
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) (26th)
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.
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

"We have seen increased productivity, because what used to take about two days to finish with laymen doing computer work, a bot can finish within a seven to eight hour time frame, meaning we are removing a lot of man-hours."
"Comparing Automation Anywhere with other tools for RPA, in my opinion, it is better because it is easier to use for both the final user and the developer."
"Since it has capabilities to integrate with third-party applications easily, it makes the life of an automation engineer very easy."
"Its user interface is very understandable. Even a non-technical person can understand it. Everything in the user interface is self-explanatory. It is quite good."
"Automation Anywhere's error handling is its most valuable feature. It sends you an email when there's an error and helps you find the cause quickly. It walks you through exactly how you should handle it."
"For most of the cases that we have worked on, the application has been stable."
"The time savings are valuable."
"We are using all of the features and all are important and valuable but the automation and flexibility are the things which make the product work as a solution for us."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"The dashboard is very useful to get a quick overview of current tasks."
"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 most valuable features are problem management and change management."
"We use the solution every day and quite extensively."
"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."
"All our activities are carried out in the one place."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"This solution has helped align our overall IT and organization strategy because it got rid of shadow systems."
"I’ve implemented, configured and managed this system for hundreds of clients and I trust it."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"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."
"It is quite a good product, and it's stable."
"In combination with Automation for Cloud Services, it has increased the ability to dynamically allocate Virtual Machines for test and development."
"If properly deployed, I think that the CA Service Desk Manager is scalable."
 

Cons

"Automation Anywhere has some limitations."
"Most of the time, I find that our internal team finds the solution; the support team isn't able to provide a perfect solution."
"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."
"As a developer or user, I feel that the performance of the overall package could be made a little better or reliable. For example, if I'm opening up a heavy Excel file, which is uploaded in some shared drive over the net, and I have my box coded to open that Excel to do some work or formatting on it, and depending on the network load and the size of the file, this client version while trying to access that file becomes unstable at times. It goes into the hang position until a human being comes in, ends the task, and restarts it. Until this happens, it does not respond."
"One of the things that we did was purchase the solution originally through IBM, as they had an value-added layer on top of it. Once we had another group come on, they purchased additional bots directly from Automation Anywhere, and they wouldn't integrate well. We had to uninstall the solution that we had purchased from IBM and reinstall those bots to move forward."
"I need high value products to be created, so I need integration with other solutions. Machine learning and AI need to be integrated with Automation Anywhere. While IQ Bot is a good beginning, our company does not work with manual paperwork since we are already digital. We would like to see more integration with cognitive tools going forward."
"I think it is a little bit of an ongoing struggle, because we don't deal with the infrastructure. We have a separate infrastructure team that sorts all that out. So, sometimes there are communication issues just trying to get our internal IT team onboard to run through the installs and that sort of thing. But, definitely with the new cloud version coming onboard, we'll be looking toward going to that. Hopefully it'll resolve some of that friction that comes about through the install process and complexity."
"The debugger is also a weakness of the tool, forcing the developer to use error handling or message box to map errors. Few applications take more time for loading when integrated."
"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."
"Agile delivery should be supported."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"The support from the actual manufacturer is poor."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"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."
"Customization and configuration of CA Unified Self-Service needs improvement."
"We periodically run into issues with the stability of the application."
"Release Management is not supported out of the box"
"The upgrade was pretty complex."
"We would love to see it integrating with other products like Splunk for log collection, integration to SMS facilities."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
 

Pricing and Cost Advice

"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."
"We have purchased licenses, but are trying to obtain more bot programmer licenses."
"We would like them to change the license model of charging per bot."
"We have saved customers 400% in terms of time saved by implementing this product."
"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."
"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."
"Subscription for Automation Anywhere (AA) is paid yearly."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"For an ITIL user, the cost is probably about 50 bucks a month."
"I think pricing of this model is suitable for growing corporations."
"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."
"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 don't see anyone other than large companies being able to afford this system."
"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."
"The pricing is based on a subscription model."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
908,834 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Construction Company
12%
Healthcare Company
9%
Computer Software Company
8%
Manufacturing Company
8%
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.
Ask a question
Earn 20 points
Ask a question
Earn 20 points
 

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: August 2026.
908,834 professionals have used our research since 2012.