Clarity SM Reviews

Name: Clarity SM
Brand: Broadcom
Rating: 3.9 (107 reviews)

3.9 out of 5

107 reviews
85% willing to recommend

1,138 followers

What is Clarity SM?

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

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Clarity SM is the #19 ranked solution in top IT Service Management (ITSM) solutions and #21 ranked solution in top Help Desk Software. PeerSpot users give Clarity SM an average rating of 7.8 out of 10. Based on the analysis of the 107 most recent Clarity SM reviews, the overall sentiment is positive, with a sentiment score of 7.0. Clarity SM is most commonly compared to ServiceNow: Clarity SM vs ServiceNow. Clarity SM is popular among the large enterprise segment, accounting for 61% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 15% of all views.

Helped 830,455 peers since 2012

Featured reviews

Türker Kara

Application & Software Architect at Turkiye Finans Participation Bank

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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Umair (Abu Mohaymin) Akhlaque

Enterprise Solutions & Services Head at Duroob Technologies

Generally speaking, Clarity's installation is relatively straightforward. Then again, it depends on how big the architecture is. If it's simple, implementation will take you a couple of hours. But if you have a vast infrastructure with multiple databases and application servers and want to enable the mobile app, it can get a bit complicated. The amount of technical staff required also depends on the size of the implementation. If it's a small job, one consultant can handle it. But if it's a more extensive implementation with different process owners and stakeholders of the company taking part, then you need multiple consultants.

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Sandip Kheni

Lead Developer at STL - Sterlite Technologies Limited

They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they should provide a customization source for this new UI. It could turn out to be very good for the end-user experience.

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Clarity SM mindshare

Product category:

As of January 2025, the mindshare of Clarity SM in the IT Service Management (ITSM) category stands at 1.2%, down from 1.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

PeerAnalyst reports

Type	Title	Date
Category	IT Service Management (ITSM)	Jan 9, 2025	Download
Product	Reviews, tips, and advice from real users	Jan 9, 2025	Download
Comparison	Clarity SM vs ServiceNow	Jan 9, 2025	Download
Comparison	Clarity SM vs JIRA Service Management	Jan 9, 2025	Download
Comparison	Clarity SM vs ManageEngine ServiceDesk Plus	Jan 9, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	25.8%	92%	216 interviews Add to research
JIRA Service Management	4.1	11.5%	92%	83 interviews Add to research

Valuable Features

Clarity SM is appreciated for its customizability, integration capabilities, and user-friendly interface. Users value its advanced report generation, complex SLA/KPI calculations, service catalog integration, incident and request management, and extensibility. Its seamless integration with other tools and systems allows extensive process automation and a unified service experience. Many highlight its ease of customization, robust data handling, and flexibility to adapt to varying industry needs.

"It is the most stable product in the market."
"The solution's back-end architecture is very good for end users."
"The UI is very user-friendly."

Room for Improvement

Clarity SM faces scaling challenges and requires extensive investment for integration. Its user interface is outdated and the mobile experience lacks modern features. Reporting capabilities are complex and not user-friendly, with documentation errors and stability issues present. Customization options are limited and cumbersome. Integration between different platforms and third-party tools is not seamless. The API is difficult to navigate, and the upgrade process needs simplification. Enhanced user experience and support are also necessary improvements.

"They should enhance the service desk manager's service point function to be more customizable."
"The API is very, very bad so we developed our own."
"There are some issues regarding the knowledge base and the configuration manager."

ROI

Users found the ROI from Clarity SM to be satisfactory, yet some suggested reassessing the scope due to high costs for simple needs, such as opting for CA Infrastructure Management instead of Nagios. Others noted it has good cost-benefit analysis for large businesses. One entity couldn't compare numbers, while another described their ROI as the best possible. A financial institution withheld specific information, while others simply expressed satisfaction.

Pricing

Enterprise buyers find Clarity SM's pricing expensive, especially for smaller organizations, with high licensing and setup costs. However, users appreciate the flexible licensing model based on concurrent analysts rather than per user or ticket, which suits organizations with many end users. While some find alternatives like ServiceNow cheaper, Clarity SM maintains competitiveness through its comprehensive support and robust features, ultimately providing value for the investment despite the potential for long-term cost increases.

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

Popular Use Cases

Clarity SM is primarily utilized for managing incidents, problem requests, and change management, serving as a central ITSM tool for ticketing systems, CMDB, and customer support. It supports various functions like configuration, knowledge, service requests, and portfolio management. Users appreciate its customization capabilities and effectiveness in handling IT processes across multiple industries and large organizations. Integrations with third-party applications and service catalog features are also noted as beneficial.

Service and Support

Clarity SM customer service ratings vary from horrific to excellent, with faster, responsive support now than in the past. Some users found support satisfactory and others acknowledged improvements over time. Technical support experiences also range from slow and inconsistent to knowledgeable and helpful, with high responsiveness noted by many. Escalation processes occasionally face delays, but assistance is generally effective, and support quality depends on the assigned technician and issue complexity.

Deployment

Many find Clarity SM's initial setup complex, with several components and necessary configurations, especially when integrating with existing systems. Although some describe it as straightforward with clear documentation, others express challenges due to its customizable nature and dependencies on architecture size. For some, issues arose with resource allocation and legacy system integration. Newer versions have simplified the process with automation, but extensive infrastructure still requires multiple consultants.

Scalability

Clarity SM is considered scalable, with users reporting no major scalability issues. It supports significant user bases in varied environments. Some experienced overloads due to certain limitations but adjusted with upgrades. Its multi-tenancy feature enhances scalability in multi-organizational contexts. While older versions had challenges, enhancements have improved its capacity. Scalability varies depending on organizational needs, but Clarity SM efficiently handles diverse workloads, adapting to different enterprise sizes with proper resource allocation and architecture.

Stability

Many users find Clarity SM stable, especially when properly implemented. Some experience issues with older versions or when heavily customized, but recent updates have improved performance. High availability setups and adequate server resources contribute to reliability. Occasional downtime or instability is often attributed to external factors or infrastructure. Overall, it maintains strong performance with rare disruptions, especially in simpler setups or when comprehensive resources and configurations are in place.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Clarity SM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

15%

Computer Software Company

15%

Manufacturing Company

11%

Real Estate/Law Firm

Insurance Company

University

Government

Comms Service Provider

Educational Organization

Transportation Company

Hospitality Company

Logistics Company

Wellness & Fitness Company

Media Company

Energy/Utilities Company

Consumer Goods Company

Healthcare Company

Pharma/Biotech Company

Construction Company

Retailer

Engineering Company

Marketing Services Firm

Wholesaler/Distributor

Non Profit

Outsourcing Company

Compare Clarity SM with alternative products

Learn more about Clarity SM

Learn More: https://www.ca.com/us/products...

Clarity SM was previously known as CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight.

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Clarity SM customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini