Clarity SM vs OpenText Service Manager [EOL] comparison

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: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 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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Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Is easy to set up, but customization needs improvement

Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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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

"As a tool, IQ Bot is easy to use, powerful, and very competitive compared to others."

"Since it is based on the cloud, it is a highly scalable product. It is easy to deploy, has a very good UI, and the bots can be easily deployed with no issues."

"Business process automation has improved the efficiency and accuracy of processes and reduced manual efforts which can be utilized in value addition for the firm."

"AA has helped to automate a complex Audit process, saving auditors from doing the mundane manual task of logging into multiple applications independently while the bot securely manages credentials, collects screenshots, builds PDFs, and reports results."

"In general, when you set up the cloud solution, it's very, very easy."

"Automation Anywhere provides the best feature to make a software bot for processes."

"This is a great platform, and we are implementing the logic into the bots that they are using to automate."

"We have a close relationship with our account manager and technical support. This relationship makes the difference."

More Automation Anywhere pros

"Service Desk Manager price is not very high and the benefits are considerable."

"Unique tool that can get data from any other tool, correlate, make complex formulas to calculate SLAs/KPIs, calculate penalty/bonus, alerts, dashboards, automatic reporting, unbeatable for SLM."

"The most valuable features that we're finding right now are the customer service portal and the ability to have a one stop shop experience, and that's what we're using the tool for."

"The major improvement in functions is their ability to track, report incidents, problem, changes and configuration management."

"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."

"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."

"CA Service Desk is built around the ITIL methodology and would help to improve all organizational processes starting from incidents/problems/request, knowledge management, CMDB, etc."

"They are probably one of the top vendors which we work with that do well in response to us and helping us out."

More Clarity SM pros

"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."

"It is easy to use, cost effective, and ITIL based."

"Before we had Service Manager, we had a number of products from other vendors; when we implemented Service Manager, it gave us a standardized, centralized tool which we were able to leverage globally."

"The initial setup is easy."

"The flexibility and the integrity of the product allow me to have a rock-solid platform for change, problem, and incident control."

"It helps to register things, to see the changing parts, and to correlate incidents."

"So far, Micro Focus answers all our needs."

"The return on investment is unquantifiable; I would have thought we have made our money back now in the way it has streamlined processes."

More OpenText Service Manager [EOL] pros

Cons

"One way Automation Anywhere can be improved is in ticketing; I have a couple of tickets that have been outstanding for a while, and the support staff have closed tickets without checking with me first, which has been a sore spot."

"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."

"Regarding the UI, once you're on some of the screens there are fixed dialogues, they are a set size, so there's a lot of horizontal scrolls and vertical scrolls. If I want to do something that is purely business-related and is somewhat complex to write or is nuanced, I sometimes have trouble implementing that inside of the Automation Anywhere script."

"When working with Excel, unlike other tools such as UiPath, Automation Anywhere does not have the standard variables for .Net data types."

"We face issues with Excel file creation. I’m trying to create a file in Excel .xls, it is getting corrupted."

"We run these bots in multiple environments from staging to development to production. We find usually in the production environment when we run the bots for them to be stable for a week or two. After a week or two, we see some glitches here and there, though the application doesn't change much. This is one feature which I want Automation Anywhere to work on: Increasing stability."

"The areas for room for improvement are always going to be around experience, making it even easier to get engaged, and get started. Because lowering that threshold to get started is what enables an additional set of problems to be solved."

"Using Automation Anywhere is neither easy nor hard, but against IBM Robotic Process Automation, IBM Robotic Process Automation wins."

More Automation Anywhere cons

"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."

"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."

"Initial setup was complex, but normal."

"We would like to see improvements mainly without the Service Desk."

"One area that this product can improve is in the mobile user aspect."

"Clarity is also quite an expensive solution and it would be helpful if the cost was reduced."

"There were some stability issues."

"Some of the features that can be improved are usability, as xFlow is a great step forward but further steps are needed, and internalization where CA is quite far behind."

More Clarity SM cons

"The first level of support is slow and it takes some time to receive support."

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

"I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

"It's not user friendly (too complex), and it gives limited guidance documentation of how to filter all the logs detected."

"Service Manager would be improved with access to automation."

"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."

"It's not so easy to move to the next version. It's not quick to upgrade."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"The certifications are free of cost."

"The product’s pricing is reasonable."

"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."

"It's cheaper than other similar solutions."

"Our annual licensing costs are about $500,000."

"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."

"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

More Automation Anywhere pricing and cost advice

"Pricing is simple, as it’s per concurrent analysts."

"The pricing is based on a subscription model."

"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."

"It is a bit expensive, but you definitely get what you pay for. It is worth it!"

"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."

"I think pricing of this model is suitable for growing corporations."

"HP Service Manager has moderate pricing."

"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."

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

"The license is not cheap."

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

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Financial Services Firm

25%

Construction Company

13%

Outsourcing Company

Manufacturing Company

Financial Services Firm

15%

Construction Company

14%

Manufacturing Company

Marketing Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

JIRA Service Management vs Clarity SM

Compared 13% of the time

Serviceaide ChangeGear vs Clarity SM

Compared 10% of the time

ServiceNow vs Clarity SM

Compared 8% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

SCSM vs Clarity SM

Compared 4% of the time

More Clarity SM Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 18% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 13% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 11% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Manager [EOL]

Compared 6% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Clarity SM

June 2026

Download Clarity SM product report

Buyer's Guide

OpenText Service Manager [EOL]

June 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)

June 2026

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