Clarity SM vs OpenText Service Manager [EOL] comparison

Why PeerSpot?

Broadcom and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Clarity SM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2026).

Buyer's Guide

IT Service Management (ITSM)

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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MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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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 solution is very easy to implement."

"As we were closing our fiscal year, we had this huge backlog that we needed to clean up. The business was preparing to hire 12 people to do that, and even though they were not sure they could handle it, we built the process to extract and do the entire process just in two weeks. We were able with a single person to clean the entire backlog, which gave us huge benefits."

"It is easy to learn and easy to deploy. That is the best part compared to the other RPA solutions available in the market. Automation Anywhere is easier than UiPath and Blue Prism."

"This solution allows us to more fully automate our clients' specific tools."

"We have used document processing from the beginning. We have a few use cases running in production, processing thousands of documents. With the success rate of more than 80%, it's efficiently extracting data for us."

"I like the new GenAI and Automation Co-Pilot, which is something like attended automation."

"This solution has decreased the time that our employees spend on manual processes."

"If we want to read a scanned PDF, we use IQ Bot. Using the cognitive detail of IQ Bot and some machine learning abilities, we can train the IQ Bot to process all scanned PDF documents and give the results in an Excel file. This is a very good feature introduced by Automation Anywhere. IQ Bot is doing well."

More Automation Anywhere pros

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

"It is a stable and good product, with several integrations and an interesting API."

"Utilization of change management features allowed us to effectively implement both group- and department-level change advisory boards and coordinate the interaction between the disparate management levels."

"For organizations that are beyond the startup phase but are still not very huge, this is the ticketing system to choose."

"It can handle request of around 5000 concurrent end users in an optimum environment."

"The value for the clients is that you can save information in the application and get reports with that information."

"Hands down, the premier feature of the CA platform is the integrated nature of that platform."

"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."

More Clarity SM pros

"I advise others to use the HP Service Manager because it's a powerful and capable enterprise solution."

"The interface is good, I like it, it's easy to use, it's intuitive and it does go to the mobile app for verification and approvals and it's easy to use on the mobile app."

"Micro Focus Service Manager is a good platform, but ServiceNow is better because it's more flexible and easier, and it provides a lot of features and functions out of the box, ready to use."

"Stability, lower operation costs, and straight process implementation."

"While the tool works, what makes it work better is I can make it do whatever they need; it's a completely customizable solution to fit with the specific needs of our organization and it does it really easily and really dependably."

"It can adapt to any process in the organization."

"Its flexibility and ease of customization are its most valuable features."

"The application's performance reached a completely different level; so it's quite fast."

More OpenText Service Manager [EOL] pros

Cons

"There can be some options to connect to the database directly where we should be able to add some data."

"I would like to leverage the AI component without the requirement to know a coding language, such as Python."

"The product falls behind in working with webhooks."

"My experience has been that if the person who codes the bot is not very well-trained, then they might create unstable bots. So, it's not the platform. It is just how somebody has coded the bots which can bring lot of instability to them. I recommend that when you are using a coder that the person well-trained and have a good amount of experience already working on bots. They shouldn't be newbie or beginner who comes in to code because that will impact the quality of the code itself."

"It takes a lot of time to deploy, and sometimes it fails after a timeout."

"The version that I used (10.3) was not that stable. It easily crashed in-between processes."

"A2019 should have more improvement for developers, as it was in v11.x."

"The interface is not intuitive for business users who are used to seeing the process on a flow chart, like a Visio workflow diagram. This may be because of the nature of the way the interface is structured and the way the functions are built in list type of format."

More Automation Anywhere cons

"Sometimes we would like things to be a bit easier. I think the reporting could be something that would help and I think this happens with most of this sort of product is that you need a lot of reporting on these sort of solutions."

"Honestly, I would like to see them really change the UI for the user experience for the Service Management piece, or the Service Desk Manager piece, to match the unified self-service, so it looks more modern and more sleek."

"Since we were not upgrading but installing a new instance, the setup was very complex."

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

"The cost of this solution is too high, which is why we're leaving."

"Its biggest weakness is the user interface."

"The upgrade was pretty complex."

"In some cases, I receive late information."

More Clarity SM cons

"It needs to be a lot more flexible, a lot more user friendly, and a lot lighter, not so heavy."

"I've heard that it's been fairly complex, but I haven't done it myself."

"In the release that we currently have, the biggest challenge was reporting."

"On the downside, it cannot really operate in the cloud; but other than that, everything is good."

"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."

"Part of our reason for moving away from Service Manager is that HP was not on the leading edge of the technology and was consequently being surpassed by SaaS offerings."

"The user interface was not really good, but they improved it a little bit."

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."

"The Community Edition is a good offering from the company."

"The cost is anywhere between $10,000 and $100,000."

"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"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."

"The solution is quite expensive. Not every organization can consider this option."

"Automation Anywhere is affordable."

More Automation Anywhere pricing and cost advice

"The pricing is based on a subscription model."

"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."

"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."

"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."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"HP Service Manager has moderate pricing."

"The license is not cheap."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

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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

Construction Company

14%

Outsourcing Company

14%

Financial Services Firm

11%

Manufacturing Company

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	10
Midsize Enterprise	4
Large Enterprise	38

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 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

Serviceaide ChangeGear vs Clarity SM

Compared 10% of the time

JIRA Service Management vs Clarity SM

Compared 10% of the time

ServiceNow vs Clarity SM

Compared 10% of the time

BMC Helix ITSM vs Clarity SM

Compared 5% of the time

Vision Helpdesk vs Clarity SM

Compared 4% of the time

More Clarity SM Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 19% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 11% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 11% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 7% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 7% of the time

More OpenText Service Manager [EOL] 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

OpenText Service Manager [EOL]

September 2026

Download OpenText Service Manager [EOL] 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

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

Broadcom

Demo not available

OpenText

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

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

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

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Buyer's Guide

IT Service Management (ITSM)

September 2026

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