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Buyer's Guide
IT Service Management (ITSM)
July 2022
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Umair (Abu Mohaymin) Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technologies
Real User
Top 5Leaderboard
While it's one of the strongest on-prem solutions, support and development have fallen off since it changed owners
Pros and Cons
  • "Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
  • "Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."

What is our primary use case?

We are a partner with CA Technologies, and we've done major implementations of Clarity for around 40 to 50 different customers of various sizes. Some are small, while others have a massive infrastructure running multiple instances of the CA Service Desk. It's deployed exclusively on-premises, and that's one of the reasons CA is losing market share: It doesn't offer a cloud solution.

Our customers implement Clarity for incident, change, process, configuration, and problem management. The service catalog is another popular feature they use. Clarity offers process automation as well. You can make multiple dynamic workflows to compile or integrate those processes. 

What is most valuable?

Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want. It adopts native languages as well. 

What needs improvement?

So far, the only complaint from customers has been Clarity's user experience. Unfortunately, clarity's UX cannot compare with most modern enterprise service desk solutions. In the last couple of years since Broadcom acquired CA, they've put less effort into developing CA's product line. They aren't coming up with new features or refining the user experience. 

What do I think about the stability of the solution?

Clarity's performance is solid. It's a highly stable solution.

How are customer service and support?

Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share.

How was the initial setup?

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.

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

Compared to other modern IDSM tools, I rate Clarity six out of 10. My advice to people thinking about implementing Clarity is to first take stock of their budget. Second, they should consider what processes they're looking for. Third, they need to think about whether they want a cloud platform or on-prem. 

If they plan to go on-prem, Clarity is one of the best solutions. If they want a cloud solution, Clarity isn't right for them. They can try out some other tools. If they have a big budget, Service Now is a good option. If they are in the mid-range, they should go for something like JIRA or 4Me. While 4Me is a newer solution, it has some appealing features.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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MakhosonkeMatshoba - PeerSpot reviewer
ESM Specialist at LetsCloudIT
Real User
Top 5Leaderboard
Simple deployment, high security, and integrates well
Pros and Cons
  • "The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."

    What is our primary use case?

    We are using Clarity SM mainly for managing IT tickets, such as incident requests, problems, and changes. There is a cloud version available, but we are not ready for this yet.

    What is most valuable?

    The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well.

    For how long have I used the solution?

    I have been using Clarity SM for approximately 20 years.

    What do I think about the stability of the solution?

    The stability of Clarity SM is very stable.

    What do I think about the scalability of the solution?

    Clarity SM is highly scalable.

    We have approximately 400 analysts that log on to the system and make use of it. This includes both sides, from the customer and the service provider. We now have what we call self-service, it is for people who interact with the system for purposes of logging tickets using self-service. We have approximately 1,700 people using the self-service interface.

    We are looking forward to onboarding more clients. We only have two clients but we would like one more.

    Which solution did I use previously and why did I switch?

    I have used ServiceNow and BMC Helix previously.

    How was the initial setup?

    The initial setup of Clarity SM is an area where Broadcom has improved. The previous versions had big problems but with the recent versions, it's very easy to start off the setup. Most of the tasks during the setup are automated, there's not much that you have to do to go through the initial setup. There are a lot of other utilities that you can use to draw data from other sources and import it into the system. Automation of tasks has made it much easier to do the initial deployment of the system.

    The deployment of Clarity SM meets all of our expectations. 

    What about the implementation team?

    We have a team of three that does the implementation and maintenance. There are two of us internally in the company and one additional person from outside that is from CA Technologies who has been assisting us to configure and other aspects.

    What's my experience with pricing, setup cost, and licensing?

    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.

    What other advice do I have?

    I would recommend this solution to others. They have improved the solution over the years and there are lots of new features coming out.

    I rate Clarity SM an eight out of ten.

    Which deployment model are you using for this solution?

    On-premises
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Buyer's Guide
    IT Service Management (ITSM)
    July 2022
    Get our free report covering ServiceNow, Atlassian, Microsoft, and other competitors of Clarity SM. Updated: July 2022.
    620,068 professionals have used our research since 2012.