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Clarity SM vs Serviceaide ChangeGear 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
662
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (17th), IT Service Management (ITSM) (20th)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

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…
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"The universal recorder along with the Excel basic and advanced packages has been highly valuable."
"I implemented AA in different environments, the AA installation is the smoothest compared to other RPA software installs."
"Now they have a nice tool that is mostly stable with most of the features I could want being covered in the functionality of the product."
"From a developer perspective, the user interface is user-friendly and easy to use."
"My understanding is that the initial setup is pretty straightforward."
"Automation Anywhere's most valuable feature is its seamless integration into procurement software, allowing for the automation of purchase orders, billing, employee travel details, and other tasks."
"The benefits we get from automation include faster and more accurate matching, running 24x7."
"I like the new GenAI and Automation Co-Pilot, which is something like attended automation."
"Customer Service: High. Collaborates with gains in maturity."
"For us it's indispensable to have all the cases in one place; it's the main tool for managing cases day to day."
"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 me, personally, the ease of interface is the most valuable feature."
"For organizations that are beyond the startup phase but are still not very huge, this is the ticketing system to choose."
"It now tells us how we should do our work, it now tells us how we can staff, it tells us how we're doing, and it's reliable."
"If properly deployed, I think that the CA Service Desk Manager is scalable."
"We have certainly increased our quality level: first of all, the system is more robust and allows us to elaborate on more complex services, it integrates with other systems to transform more solid information, and thanks to the integration with BI we now have various possibilities to create reports that show where and when we need to modify our processes, resulting in a decrease in the number of open and duplicate tickets."
"This is really easy solution to scale up and get get going to add new catalog items."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"CA Technologies support is excellent."
"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
 

Cons

"We experienced continuous bot disconnections in our environment."
"AA should include more features in the mobile app, such as monitoring and debugging bots."
"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."
"The price is a little high and could be reduced."
"We encountered issues during the upgrade of the framework."
"In the last two years, with the help of IQ Bot, and what I learned today about this Attended Automation 2.0, I think they are addressing vital key challenges that we have faced so far."
"The setup is complex because there is a lot of customization."
"When it comes to Citrix automation, AA should improve or add more features in such a way that all the commands should work when automating a Citrix application."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"The software asset management is a feature for which we don't find the correct functionality."
"Technical support is sketchy at best. I have an open ticket right now that has been open for a few weeks."
"We have major problems keeping SDM up and running with issues popping up once or twice a week affecting service."
"I encountered issues with scalability. The solution is 32-bit."
"If you're looking comparably and relatively across Service Catalog that runs in the process management space, CA fell behind."
"The thing that gets me is they sell it as a customizable tool, but the more customizations you add to it, the less stable it becomes."
"Customization and configuration of CA Unified Self-Service needs improvement."
"Importing data with relations is difficult and could be better."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"It loses points because it’s not GUI enough, too code-y."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"Flexibility to customize."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
 

Pricing and Cost Advice

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"
"It is reasonable, but it can always be a little bit cheaper."
"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."
"I think the pricing is reasonable, but clients often perceive it as expensive."
"Subscription for Automation Anywhere (AA) is paid yearly."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"We were paying approximately $30,000 for a year license."
"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."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"The pricing is based on a subscription model."
"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."
"The solution is quite reasonable compared to other solutions in the market."
"Pricing is simple, as it’s per concurrent analysts."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Financial Services Firm
22%
Construction Company
12%
Outsourcing Company
12%
Healthcare Company
6%
Construction Company
22%
Comms Service Provider
9%
Outsourcing Company
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

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
Oakwood Systems Group
Find out what your peers are saying about Clarity SM vs. Serviceaide ChangeGear and other solutions. Updated: August 2026.
908,858 professionals have used our research since 2012.