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Clarity SM vs IT Care Center 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)
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)
IT Care Center
Average Rating
8.6
Reviews Sentiment
7.7
Number of Reviews
7
Ranking in other categories
Help Desk Software (40th), IT Service Management (ITSM) (35th)
 

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.
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…
YA
Technology and Infrastructure Manager at Colmobil
Simple and quick to implement, easy to use, saves us time and money
This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us. The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms. IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view. This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again. The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets. Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

Quotes from Members

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

Pros

"Automation Anywhere can have a significant impact on any company's operation, as it can automate a wide variety of tasks that are mundane, time-consuming, and the least productive."
"Implementation of Automation Anywhere (AA) allows us to automate business processes and has brought productivity gains, error reduction, and speed of execution in multiple HR and Finance operations."
"Most of the features are valuable."
"If you are looking for a fast solution using minimal resources not requiring an advanced programming skill set this is your product."
"In Automation Anywhere, I appreciate the main UIs very much; they are very intuitive."
"We got the solution because of its ease of use with the API call, avoiding the use of developers."
"Business users utilize Bot Insight dashboards to get analysis."
"We have automated that complete process of code review. The bot is solving the problem of ensuring the compliance of reviewing code. People use to generally skip the code review process, because it was exhaustive. Bots can review the complete standards of the code, whatever is there, ensuring the compliance and eventually saving time."
"The most valuable feature is the ability to integrate many processes – like change management, incident management, problem management, CMDB, all of them – in the same tool."
"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."
"Compared to others, I like the ease of Service Desk; it's easy to maneuver around in, it's very user friendly, and things make sense where some other products we looked at were very confusing."
"Highly configurable, scalable and extendable, customizable with almost hot deploy except for business logic, quick and has awesome architecture, and it's robust."
"It can handle request of around 5000 concurrent end users in an optimum environment."
"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."
"It is a stable and good product, with several integrations and an interesting API."
"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."
"It runs smoothly and all of the components are very easy to work with."
"For customer service, IT Care Center has helped us to centralize our daily IT activities in one platform; it has made our operations easier to use, more efficient, reliable, and available."
"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."
"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."
"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."
"ITCC has helped us to simplify our IT service management and has definitely helped in reducing our time for consolidating reports, classifying reports, and tracking the problem, tickets, issues, and resolve."
"The IT Care Center system enables me to see the SLAs of the company in one place, on a daily, weekly, monthly, quarterly, and yearly basis, in a very easy way."
"My advice for anybody who is looking into this product is not to think twice."
 

Cons

"They should make the product smarter. The bot we use right now is kind of fundamentally basic loop-based. We really want to see a little bit more advanced capability, that way we can undertake more comprehensive tasks."
"Going on-cloud comes with security hiccups and concerns."
"I would like to have a cloud-based version with support."
"I would like to have a command that allows me to add code, like C#. As a developer, this would be helpful."
"If the option were available to use the old generic-style variable type, it would be helpful."
"Certain areas of the user interface require improvement."
"IQ Bot is bad and needs a lot of tweaking."
"The price has room for improvement."
"One area that this product can improve is in the mobile user aspect."
"CA develops and acquires enough tools and adds them to its solutions, but does not necessarily fully integrate them before releasing them."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"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."
"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."
"Support is a problem area for us. They take too long to respond to tickets logged."
"From the implementation side, it's a tool that you can customize a lot. This customization sometimes, on upgrades and so on, gives you a really hard time, so I would suggest trying to build a solution that you can operate with the customizations that the product allows you to do."
"In some cases, I receive late information."
"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."
"The UI screens could be a little bit more modern."
"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."
"There is no global support. With our previous system, we had 24/7 global support."
"They should have full integration with SSO services, like Okta, creating a full service solution."
"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."
"If there is such a feature, it would be very good for us to track how long it takes to resolve issues."
"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."
 

Pricing and Cost Advice

"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"Their overall pricing falls in the middle of the market. Cost-wise, Automation Anywhere is quite expensive because of their analytics, IQ Bots, and MetaBots. For a standalone machine, the pricing is okay. When adding in the licensing for IQ Bots (or MetaBots), it can become quite costly."
"The pricing of AA is similar to UiPath."
"The price of this product is good."
"The cost can be reduced a little for users."
"It's cheapest among the competition, although bargaining is a must."
"Pricing is affordable and I would recommend beginning with the Starter Package."
"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."
"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."
"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."
"I think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
"Pricing is simple, as it’s per concurrent analysts."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."
"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."
"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."
"The licensing model is very flexible."
"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."
"This product is very cheap when compared to other platforms."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
Financial Services Firm
25%
Construction Company
13%
Outsourcing Company
9%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise4
Large Enterprise2
 

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)
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Information Not Available
Find out what your peers are saying about Clarity SM vs. IT Care Center and other solutions. Updated: June 2026.
900,747 professionals have used our research since 2012.