Clarity SM vs IT Care Center comparison

Why PeerSpot?

Broadcom and IT Care Center are both solutions in the Help Desk Software category. Broadcom is ranked #17, while IT Care Center is ranked #39. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 100% of IT Care Center users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and IT Care Center compete in the service management solutions category. IT Care Center seems to have the upper hand due to its cost benefits and flexibility.

Features: Clarity SM provides customizable service types, complex SLAs/KPIs calculations, and configuration management, valued for flexibility and integration with databases and CA products. IT Care Center offers a user-friendly system with comprehensive customization options, flexible forms, and efficient ticket management.

Room for Improvement: Clarity SM needs to improve its outdated UX and address technical complexity, scalability, and intricate reporting features. IT Care Center should enhance its mobile interface and SSO integration and improve administrative training and design.

Ease of Deployment and Customer Service: Clarity SM supports on-premises deployment, with inconsistent customer service perceived as slow or unresponsive. IT Care Center offers both on-premises and cloud deployment, providing flexible access. Customer service experiences vary, with some finding it satisfactory and others noting slow responses.

Pricing and ROI: Clarity SM is considered expensive with complex licensing, but users see value in its robust features for large enterprises. IT Care Center offers a cost-effective solution with flexible, all-inclusive licensing, emphasizing reasonable pricing and high investment value.

To learn more, read our detailed Clarity SM vs. IT Care Center Report (Updated: September 2026).

Buyer's Guide

Clarity SM vs. IT Care Center

September 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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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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Yoram Avraham

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.

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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

"The best features of Automation Anywhere include the user interface, which is quite easy to use now compared to its previous versions that were more difficult, and all code is visible during coding, showing what is going ahead and what follows in the code, which is not available in other RPA tools such as UiPath, making it a standout feature."

"The product is easy to use. It is a good tool for developers and business users."

"In our efforts to efficiently manage the master data at our factories, the biggest benefit is the fact that we have been able to rein in what was an increasing number of engineers who were needed, on the order of some 100 people, so that’s a major result."

"I like the diversity. Every year, maybe even every six months, new modules are introduced to the program, and module enhancements are added to the toolbox to make automating various applications or situations easier."

"We are measuring ROI through quality: Reducing errors, saving time, and saving money."

"Automation Anywhere has helped in automating business processes for simple to complex business cases and also helped in understanding, learning, and discovering new automation ideas."

"It has definitely helped automating a lot of processes, but it is very difficult to build resilient bots. It is very difficult to find skilled developers in the market, who actually build resilient bots with appropriate error handling. Maintaining the bots is another challenge as the applications keep changing."

"Automation Anywhere has helped my customers save time and costs, especially in card settlements, where a task that used to take about fourteen days to refund the user now takes the next day or at the same time using Robotic Process Automation."

More Automation Anywhere pros

"It has a good GUI interface."

"Customizability. You can easily make your own tables and add fields."

"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."

"What I find comforting is that CA has been around for decades and therefore it is seen as a reliable partner, so companies buy their software even when there would be possibly better alternatives available."

"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."

"All incidents, requirements, changes and problems are documented in one database."

"The view it provides into who's doing the work."

"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."

More Clarity SM pros

"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."

"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."

"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."

"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."

"My advice for anybody who is looking into this product is not to think twice."

"We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"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."

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

More IT Care Center pros

Cons

"There should be a way to avoid recoding everything whenever there's an upgrade to the latest version."

"The optical character recognition of various documents and templates, particularly when using the Arabic language, has room for improvement."

"The Automation Anywhere University courses have helped us, but it could improve some things, like how the courses are designed."

"The OCR component should allow integration with 3rd party OCR. This way we can use the best of breed solution along with AA or allow better control over OCR packages to be customized."

"When you are hosting the application, that is when it is a little more complicated to set up. You need to talk to the IT department, as you are actually outside of their firewall, then you are coming back inside their cloud."

"Vertical connecting lines would be appropriate within the code, and a collapse/expand feature for code blocks would be ideal."

"For beginners learning Automation Anywhere, there should be predefined templates to start creating a task bot. Instead of dragging and dropping action commands and doing error handling, there should be predefined templates that they can directly use."

"Its licensing can become too expensive for a small startup company."

More Automation Anywhere cons

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

"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."

"UI is not perfect, but maybe with Jaspersoft."

"There are a lot of messages that just are not necessary."

"Support is the biggest thing dragging it down, and the fact that it's not all one integrated package."

"We periodically run into issues with the stability of the application."

"The UI needs to be upgraded."

"Service Desk is not perceived as one of the better products in this space."

More Clarity SM cons

"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."

"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."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"IT Care Center must improve the UI because it looks old-fashioned all the time."

"There is no global support. With our previous system, we had 24/7 global support."

"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."

More IT Care Center cons

Pricing and Cost Advice

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

"I feel the cost of licensing is very high for the A2019 version."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."

"The setup cost depends on multiple factors, so you need to get details before choosing."

"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."

"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

More Automation Anywhere pricing and cost advice

"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."

"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."

"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."

"The pricing is based on a subscription model."

"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."

"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."

"The licensing model is very flexible."

"This product is very cheap when compared to other platforms."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Financial Services Firm

20%

Outsourcing Company

18%

Construction Company

11%

Healthcare Company

Outsourcing Company

15%

Comms Service Provider

11%

Computer Software Company

11%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	4
Large Enterprise	2

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...

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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...

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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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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% 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

JIRA Service Management vs Clarity SM

Compared 10% of the time

Serviceaide ChangeGear vs Clarity SM

Compared 10% of the time

ServiceNow vs Clarity SM

Compared 10% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

Vision Helpdesk vs Clarity SM

Compared 4% of the time

More Clarity SM Competitors

ServiceNow vs IT Care Center

Compared 18% of the time

SCSM vs IT Care Center

Compared 16% of the time

ConnectWise PSA vs IT Care Center

Compared 9% of the time

Atera vs IT Care Center

Compared 7% of the time

NinjaOne vs IT Care Center

Compared 2% of the time

More IT Care Center Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Clarity SM

September 2026

Download Clarity SM product report

Buyer's Guide

IT Care Center

September 2026

Download IT Care Center product report

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

Automation Anywhere

Demo not available

Broadcom

Demo not available

IT Care Center

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

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

IT Care Center enhances IT management through efficient ticket handling, workflow creation, and extensive integrations, enabling customized solutions and promoting self-sufficiency.

Known for its robust features, IT Care Center is ideal for managing IT incidents, requests, and change management. It streamlines workflows for HR processes like onboarding and offboarding, supports project management, and offers dashboards, license management, and monitoring capabilities. With plans for cloud migration, it aims to further enhance deployment flexibility while needing improvements in mobile responsiveness, UI design, SSO integration, and admin resources. Users seek enhanced connectivity with tools such as Teams and Cisco, and the development of a native mobile application for better productivity tracking.

What are the key features of IT Care Center?

Sub-task Listing: Organized task management.
Easy Ticket Management: Streamlined ticket handling process.
Workflow Creation: Customized processes for efficient management.
Tool Integrations: Compatible with tools like Slack.
Custom Forms and Fields: Personalized user configurations.
Reports and Diagnostics: Advanced insight and troubleshooting.
Automation: Enhanced service speed and accuracy.

What benefits or ROI should users evaluate?

Improved Efficiency: Saves time with self-service capabilities.
Reduced Dependencies: Minimizes need for external support.
Data-Driven Insights: Helps in strategic decisions with robust reporting.
Increased Flexibility: Customizable configurations without vendor support.

Industries implement IT Care Center to improve internal customer support and manage IT workloads effectively. It's often deployed on-premises with cloud options being explored to meet evolving business needs, making it suitable for companies managing IT processes, asset tracking, and workforce transitions.

IT Care Center

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

Buyer's Guide

Clarity SM vs. IT Care Center

September 2026

Free Report: Clarity SM vs. IT Care Center

Find out what your peers are saying about Clarity SM vs. IT Care Center and other solutions. Updated: September 2026.

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See our Clarity SM vs. IT Care Center report.

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