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.
| Type | Title | Date | |
|---|---|---|---|
| Category | IT Service Management (ITSM) | Jun 16, 2025 | Download |
| Product | Reviews, tips, and advice from real users | Jun 16, 2025 | Download |
| Comparison | Clarity SM vs ServiceNow | Jun 16, 2025 | Download |
| Comparison | Clarity SM vs JIRA Service Management | Jun 16, 2025 | Download |
| Comparison | Clarity SM vs BMC Helix ITSM | Jun 16, 2025 | Download |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| ServiceNow | 4.3 | 22.9% | 92% | 221 interviewsAdd to research |
| JIRA Service Management | 4.1 | 9.5% | 93% | 86 interviewsAdd to research |
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.
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Knowledge management. Most of the idle functionality, incident, change requests, and knowledge.
We centralized our knowledge from various sources into one source of truth that is continually updated. We have processes built around that. We have a lifecycle around the documents. We have good reporting, so we can show an ROI by tickets of time waited with people searching knowledge themselves. 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.
The knowledge.
There are a few things which bug me about it. For recent searches, if you are an analyst, if I click on it, it will pull up everything that I have looked at for the last ten years. Works great on the end user, they see their last five searches, or their last five documents, that they have looked at, but it does not work on the analyst side.
There are a lot of messages that just are not necessary. For example, every time you go to view mode in a document, even if you have not updated it, it is like, "You have to save this." Why? You just keep clicking things.
Something I have been asking for, probably for 20 years, we have a workaround for it, but they really want user names in the document owner and subject expert fields, and that is just not practical. I put group names in, and I have to do like three extra steps, because it does not recognize the user, and eventually it will save it. I have talked to people about that, years ago, and they were just like "No, it should be a user", and it should not. The people change. The groups are more consistent and will not change. So, I would like to be able to set that up.
On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions. So, what would be more practical is to allow groups for write permissions, because there is probably only one group that should have write access, but then allow roles for the read access. E.g., all analysts can see this, but you have to be in this one group to edit the document and make any updates.
The stability is good. However, there will be slow times. The analysts experience that more than I do. They have a lot of windows open and stuff. The knowledge does not do it too much. They experience it more with tickets.
It is pretty good. I have used it. Our company is like 10,000 employees. My previous company was approximately 100,000 employees, and it worked fine for both.
I have not used it in a long time.
My part of the initial setup was pretty straightforward: setting up workflows, categories, and all that. It has a good GUI interface, even the admin functions have a good GUI interface. You do not have to be incredibly technical to use it.
It is very comprehensive. You can use it for the whole idle range of processes, including idle. It integrates pretty well with your contacts and the tickets. The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works.
We are on an older version. I did look at the newer version in the self-training. The old version looks older, and the new one looks a little newer. It is more integrated. It sounds more mobile. So, it sounds like they have made a lot of the improvements that we do not have in our version. Import and export of documents by like category, for example, which I would love.
