Clarity SM vs SymphonyAI IT Service Management comparison

Why PeerSpot?

Broadcom and SymphonyAI are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #19, while SymphonyAI is ranked #18 with an average rating of 7.0. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

Clarity SM and SymphonyAI IT Service Management are prominent products in the IT service management market. While Clarity SM is known for its cost-effectiveness and supportive services, SymphonyAI IT Service Management is favored for its extensive features, providing notable value despite its higher price.

Features: Clarity SM is known for its seamless integration, easy-to-use reporting tools, and efficient incident management. SymphonyAI IT Service Management provides advanced analytics, AI-driven automation, and comprehensive knowledge management, catering to diverse IT service demands.

Room for Improvement: Clarity SM can enhance its analytics capabilities, automation features, and expand its knowledge management functionalities. SymphonyAI IT Service Management might focus on lowering costs, simplifying feature complexity, and making its user interface more intuitive.

Ease of Deployment and Customer Service: Clarity SM benefits from an uncomplicated deployment process and accessible customer support, which is attractive for companies seeking swift implementation. SymphonyAI IT Service Management also offers seamless deployment but is distinguished by dedicated service teams that offer tailor-made solutions for clients.

Pricing and ROI: Clarity SM is appreciated for lower setup costs and a strong ROI due to an affordable structure and performance. In contrast, SymphonyAI IT Service Management requires a higher initial investment, compensating with enhanced long-term ROI through superior capabilities and operational efficiency.

To learn more, read our detailed Clarity SM vs. SymphonyAI IT Service Management Report (Updated: September 2026).

Buyer's Guide

Clarity SM vs. SymphonyAI IT Service Management

September 2026

Download the complete report

Helped 914,262 peers since 2012

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.

Read full review

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…

Read full review

AbhilashSherkane

Senior Practitioner at a outsourcing company with 1,001-5,000 employees

Comprehensive IT service processes have been supported but customization and support need improvement

All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good. SymphonyAI IT Service Management does not have too many integrations and does not have too many out-of-the-box integrations compared to other peers in the market. I think that is the only place where they lack. However, they did have a functionality where we could build our own integration, so we were using that. If they had any out-of-the-box capabilities for some of the common infrastructure tools, that would have been easier for us. The out-of-the-box functionalities were good, including AI. However, the moment we had to customize options, that becomes very difficult with SymphonyAI IT Service Management. As long as we were using out-of-the-box, it worked great.

Read full review

Quotes from Members

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

Pros

"The best feature of AA is the scheduling and the triggering..."

"Many of our tasks are automated using AA and due to ease in handling, it becomes the first choice in terms of RPA tool."

"The product has saved us a lot of time by reducing manually tasks, like entering data into Excel."

"Features like reusing each and every piece of code for things such as login scripts and data extraction scripts helped us to speed up the implementation of PoC for the client."

"After using AA for some of the flows, we identified that the execution time was reduced by 70% when compared to the other automation tool that we have been using for 8 years."

"At the most granular level, automating people's daily tasks has been helpful by freeing them up to do higher value-add activities, which is definitely beneficial."

"The most valuable feature is that a job by RPA can be done three or four times faster than a human without human error."

"It has helped us relieve the workload on our human workforce and thus ensures that they remain productive and motivated at all times thus work efficiently."

More Automation Anywhere pros

"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."

"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."

"In combination with Automation for Cloud Services, it has increased the ability to dynamically allocate Virtual Machines for test and development."

"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."

"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."

"We have integrated Service Desk Manager fully from servicing the customer, right down to the network configuration, and that provides many customer benefits and enhances our customer experience as well."

"Provides quicker resolution of all tickets with SLA management; reporting is quick and easy; tickets can be tracked and escalations can be handled by the correct teams."

"It improves our service delivery process, we're more efficient, and we're leveraging the ticketing system, which is always more efficient, so we can measure and improve."

More Clarity SM pros

"The product has the best features for ITSM."

"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."

"It is a good tool to use."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."

"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."

Cons

"We tried Citrix six months ago, but the solution that they gave us did not work in our environment."

"The Automation Anywhere calibrating needs to be more user-friendly to avoid human error."

"They want to get more accuracy in handwritten forms, which might take some time."

"The website can be buggy at times, and I would like to see improvements in latency and slow response times."

"There have been problems with scalability. It comes down to how we handle the code."

"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."

"The Excel command has some limitations that they are working on."

"With the automation copilot, if I have any internal tool or application and I want to pass on variables, I don't have it. Maybe the team can work on it to make it more efficient to make it work better across all automations."

More Automation Anywhere cons

"Mobility is one area: There should be improvements in terms of implementations and content."

"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."

"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."

"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."

"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."

"I think many of the good features are outweighed by some of the services and support issues we've had, and so again, we're still in the honeymoon phase, and we've got some struggles that we're trying to resolve."

"There are some issues regarding the knowledge base and the configuration manager."

"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."

More Clarity SM cons

"SummitAI IT Management Suite's project management and operational management features could be improved."

"Integration was a major limitation with SummitAI."

"There could be flexibility in terms of customization."

"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."

"I would like them to add software inventory in the next release. We don't have that right now."

Pricing and Cost Advice

"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."

"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."

"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."

"The solution's pricing is pretty decent."

More Automation Anywhere pricing and cost advice

"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."

"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."

"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!"

"The solution is quite reasonable compared to other solutions in the market."

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

"I don't see anyone other than large companies being able to afford this system."

"The product's cost is average."

"We have a regular license."

"SummitAI IT Management Suite's pricing is a bit expensive."

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

914,262 professionals have used our research since 2012.

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

Manufacturing Company

15%

Construction Company

14%

Outsourcing Company

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	559

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

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	4

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

Ask a question

Earn 20 points

What is your experience regarding pricing and costs for SummitAI IT Management Suite?

Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competit...

See all answers

What needs improvement with SummitAI IT Management Suite?

I have not worked on their AI-driven analytics, so I am not sure about that capability. I do not know if it would be ...

See all answers

What is your primary use case for SummitAI IT Management Suite?

We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well. We have not used Orchestration ...

See all answers

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 9% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

Samanage vs Clarity SM

Compared 3% of the time

More Clarity SM Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 11% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 7% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 7% of the time

RF Code CenterScape vs SymphonyAI IT Service Management

Compared 4% of the time

Serviceaide ChangeGear vs SymphonyAI IT Service Management

Compared 3% of the time

More SymphonyAI IT Service Management 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 Service Management (ITSM)

September 2026

Download SymphonyAI IT Service Management 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

Summus IT Management Suite

Interactive Demo

Automation Anywhere

Demo not available

Broadcom

Demo not available

SymphonyAI

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

SymphonyAI IT Service Management provides comprehensive ITSM functionalities with features like remote access, chat AI, and automation. Its 360-degree asset lifecycle view and orchestration engine stand out, though integration and customization have room for improvement.

SymphonyAI IT Service Management is a robust tool for managing incidents, problems, changes, and service requests. It enhances asset management with native discovery and is designed for efficient SLA tracking. While users value its strong out-of-the-box features, they often seek better integration options and improvements in software inventory and support services. Despite AI-driven analytics and customization challenges, its use cases in remote access and ticketing processes demonstrate its core strengths.

What are the key features of SymphonyAI IT Service Management?

Remote Access: Enables users to manage IT services from any location efficiently.
Chat AI: Provides intelligent communication solutions for enhanced user interaction.
Knowledge Base: Offers a repository of information to streamline problem-solving.
Automation: Automates processes to improve accuracy and reduce manual effort.
Orchestration Engine: Integrates different systems for seamless operations.
Full ITSM Capabilities: Manages incidents, changes, and service requests comprehensively.

What are the benefits and ROI to consider?

360-Degree Asset View: Ensures a complete perspective on asset lifecycle for better management.
Fast Report Fetching: Provides quick access to essential data, aiding decision-making.
SLA Tracking: Monitors service level agreements effectively, improving compliance.
Cost-Effective: Balances robust features with considerations on pricing and budget.

SymphonyAI IT Service Management is employed across industries for remote IT support, call logging, and ticket management. It supports incident service requests, CMDB, and asset management. Some leverage predictive intelligence and ITOM, while others, driven by internal solutions or cost factors, hesitate to fully adopt its Automation Engine. Upcoming chatbot capabilities are being explored by organizations looking to enhance their IT service management frameworks.

SymphonyAI

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

Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla

Buyer's Guide

Clarity SM vs. SymphonyAI IT Service Management

September 2026

Free Report: Clarity SM vs. SymphonyAI IT Service Management

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

DOWNLOAD NOW

914,262 professionals have used our research since 2012.

See our Clarity SM vs. SymphonyAI IT Service Management report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.