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Clarity SM vs Ivanti Neurons for ITSM comparison

Broadcom and Ivanti are both solutions in the Help Desk Software category. Broadcom is ranked #26, while Ivanti is ranked #10 with an average rating of 8.3. Broadcom holds a 1.0% mindshare in HDS, compared to Ivanti’s 2.2% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 91% of Ivanti users who would recommend it.
Clarity SM
Read 107 Clarity SM reviews
  • 501 Views
  • 290 Comparison Views
85% willing to recommend
Ivanti Neurons for ITSM
Read 16 Ivanti Neurons for ITSM reviews
  • 928 Views
  • 510 Comparison Views
91% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and Ivanti Neurons for ITSM compete in the IT service management category. Ivanti Neurons for ITSM appears to have the upper hand with strong integration capabilities and positive customer support reviews.

Features: Clarity SM provides extensive customization with SLM tools, allowing integration of various IT processes in a single platform. It offers flexibility for diverse environments and comprehensive service management. Ivanti Neurons for ITSM is noted for its simplicity and integration capabilities with third-party services, along with efficient ticketing and asset management solutions.

Room for Improvement: Clarity SM has an outdated user interface and limited scalability, with complaints about system complexity and integration challenges increasing costs and time. Ivanti Neurons for ITSM requires enhancements in its user interface and customization options, with challenges in integrating with ERP systems and communication tools.

Ease of Deployment and Customer Service: Clarity SM offers on-premises deployment but encounters criticism for slow customer service and technical support. Ivanti Neurons for ITSM provides hybrid and on-premises deployment with generally positive feedback on customer support, indicating higher satisfaction.

Pricing and ROI: Clarity SM is considered expensive for SMEs due to its licensing model based on service-level metrics, though flexible for large enterprises. Ivanti Neurons for ITSM's subscription model is more affordable for smaller organizations, attracting those switching from higher-cost solutions like ServiceNow, with competitive pricing appealing to cost-conscious companies.

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To learn more, read our detailed Clarity SM vs. Ivanti Neurons for ITSM Report (Updated: April 2025).
Buyer's Guide
Clarity SM vs. Ivanti Neurons for ITSM
April 2025
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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

Clarity SM
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
28th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
No ranking in other categories
Ivanti Neurons for ITSM
Ranking in Help Desk Software
10th
Ranking in IT Service Management (ITSM)
8th
Average Rating
8.4
Reviews Sentiment
6.7
Number of Reviews
16
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Clarity SM is 1.0%, up from 0.9% compared to the previous year. The mindshare of Ivanti Neurons for ITSM is 2.2%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Türker Kara - PeerSpot reviewer
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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Sanjay Mukhopadhyay - PeerSpot reviewer
The solution comes with a host of features for hyper-automation
The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace. With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.
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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

"We centralized our knowledge from various sources into one source of truth that is continually updated."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"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."
"It helps when you have an incident or performing a problem change management process."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"Scalability is very good. We have scaled to more users and more functionality."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"The solution's back-end architecture is very good for end users."
More Clarity SM pros
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The integrations are quite simple and clear."
"Ivanti Neurons allows me to adjust our workflow according to our needs."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
More Ivanti Neurons for ITSM pros
 

Cons

"The upgrade was pretty complex."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The product needs to have a better user experience in the interface and mobile functionality.​"
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"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."
"One area that this product can improve is in the mobile user aspect."
"Ease of support and upgrades need much improvement."
More Clarity SM cons
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"The user interface must be made simpler and more effective."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"We'd like more integration with solutions like SolarWinds."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Support needs improvement in terms of responsiveness and timeliness."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
More Ivanti Neurons for ITSM cons
 

Pricing and Cost Advice

"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."
"Pricing is simple, as it’s per concurrent analysts."
"I think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
"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."
"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."
"The product is affordable for small businesses."
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
"The price is on the higher side. The support is included in the standard licensing fees."
"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
15%
Manufacturing Company
8%
Government
7%
Computer Software Company
13%
Government
13%
Financial Services Firm
10%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Clarity SM?
It is the most stable product in the market.
See all answers
What is your experience regarding pricing and costs for Clarity SM?
The solution is quite reasonable compared to other solutions in the market.
See all answers
What needs improvement with Clarity SM?
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...
See all answers
What do you like most about Ivanti Neurons for ITSM?
I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.
See all answers
What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?
The price is on the higher side. The support is included in the standard licensing fees.
See all answers
What needs improvement with Ivanti Neurons for ITSM?
There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.
See all answers
 

Comparisons

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Freshservice vs Ivanti Neurons for ITSM
Compared 8% of the time
More Ivanti Neurons for ITSM Competitors
 

Product Reports

Buyer's Guide
Clarity SM
April 2025
Clarity SM reportDownload Clarity SM product report
Buyer's Guide
Ivanti Neurons for ITSM
April 2025
Ivanti Neurons for ITSM reportDownload Ivanti Neurons for ITSM product report
 

Also Known As

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
HEAT Service Management
 

Overview

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.

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

Broadcom

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti
 

Sample Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Buyer's Guide
Clarity SM vs. Ivanti Neurons for ITSM
April 2025
Free Report: Clarity SM vs. Ivanti Neurons for ITSM
Find out what your peers are saying about Clarity SM vs. Ivanti Neurons for ITSM and other solutions. Updated: April 2025.
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