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.
| Product | Mindshare (%) |
|---|---|
| Clarity SM | 2.3% |
| ServiceNow | 14.2% |
| JIRA Service Management | 6.9% |
| Other | 76.6% |
| Type | Title | Date | |
|---|---|---|---|
| Category | IT Service Management (ITSM) | May 6, 2026 | Download |
| Product | Reviews, tips, and advice from real users | May 6, 2026 | Download |
| Comparison | Clarity SM vs ServiceNow | May 6, 2026 | Download |
| Comparison | Clarity SM vs JIRA Service Management | May 6, 2026 | Download |
| Comparison | Clarity SM vs ManageEngine ServiceDesk Plus | May 6, 2026 | Download |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| ServiceNow | 4.3 | 14.2% | 92% | 228 interviewsAdd to research |
| Zendesk | 4.0 | 4.9% | 91% | 68 interviewsAdd to research |
| Company Size | Count |
|---|---|
| Small Business | 17 |
| Midsize Enterprise | 11 |
| Large Enterprise | 56 |
| Company Size | Count |
|---|---|
| Small Business | 140 |
| Midsize Enterprise | 50 |
| Large Enterprise | 57 |
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 Despite its strengths, it faces challenges such as integration costs, scalability issues, complex workflows, and outdated documentation.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?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.
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
| Author info | Rating | Review Summary |
|---|---|---|
| Application & Software Architect at Turkiye Finans Participation Bank | 3.5 | Our company uses Clarity SM for various management tasks, relying on integrations for third-party applications. While the back-end architecture benefits end users, we found the API deficient and the default UI unfriendly, prompting us to create our own. |
| Lead Developer at STL - Sterlite Technologies Limited | 4.5 | I found Clarity SM useful for reporting incidents and managing service requests, especially in banking and telecom sectors. Its key strength is customization, though it needs an enhanced service point function for better user experience. No other solutions were considered. |
| Group CEO at Flexsolutions | 3.0 | As a partner, I find Clarity a flexible, stable on-premise solution. However, its outdated UX, lack of cloud option, and declining support and development post-acquisition are significant concerns, impacting its market competitiveness. |
| Senior Engineer at Banco Portugal | 3.5 | I've used this stable ticketing solution for eight years and appreciate its user-friendly UI. However, it has issues with the knowledge base and configuration manager. I rate it 7/10. |
| ESM Specialist at LetsCloudIT | 4.0 | I've used Clarity SM for 20 years; it's very stable, scalable, and easy to use, offering good security and improved setup. While the price could be lower, I recommend it and rate it 8/10. |
| Senior Engineer at a financial services firm with 1,001-5,000 employees | 3.5 | Despite a dated UI, high cost, and inconsistent first-line support, we value this flexible, stable, and scalable platform for our incident and change management, utilizing it for over ten years. |
| ESM Specialist at Gijima | 4.0 | I use CA SDM primarily for call logging, valuing its self-service interface and scalability, which save resources. I rate it 8/10 for its business value, but I desire more open integration with other third-party products. |
| Project Manager at Mutualidad de la Abogacía | 3.5 | I use Clarity for portfolio, project, and software management. Its powerful time sheets are a highlight. However, I find the reporting solutions short, the cost expensive, and the initial setup complex. I rate it 7/10. |
