CA Service Operations Insight [EOL] vs Clarity SM comparison

Why PeerSpot?

The compared CA Service Operations Insight [EOL] and Clarity SM solutions aren't in the same category. Clarity SM is ranked #18 in ISM , and holds a 2.5% mindshare. Additionally, 100% of CA Service Operations Insight [EOL] users are willing to recommend the solution, compared to 85% of Clarity SM users who would recommend it.

CA Service Operations Insig...

Read 6 CA Service Operations Insight [EOL] reviews

100% willing to recommend

Clarity SM

Read 107 Clarity SM reviews

7,153 Views
5,722 Comparison Views

85% willing to recommend

CA Service Operations Insig...

Clarity SM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between CA Service Operations Insight [EOL] and Clarity SM based on real PeerSpot user reviews.

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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

CA Service Operations Insig...

Average Rating

8.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Clarity SM

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

107

Ranking in other categories

Help Desk Software (17th), IT Service Management (ITSM) (18th)

Featured Reviews

it_user558297

Technology Architect at a tech company with 10,001+ employees

The integration and the presentation layer are valuable. It needs some work in the stability area.

I rated this product highly because it does what it is supposed to do, and it's configurable and adaptable, but it still needs some work. What exactly it needs to improve is too complicated to answer. I'd have to think about that for awhile, so I can't really think about that.

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Türker Kara

Application & Software Architect at Turkiye Finans Participation Bank

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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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It's really going to be a game changer once it hits the market, and it really hits the world – when it starts being used by everybody."

"Technical support is very good."

"We can bring in all the CIs that we have and associate them with services."

"The pricing and licensing costs are very cheap and as there is no comparable product offered by other vendors, CA SOI is truly a unique solution with a very affordable price bracket."

"The most valuable features are the integration and probably the presentation layer."

"In my position, the ability to pull information from various management tools is a must, and SOI allows me to do that with ease."

"The most valuable features of this product are security, scalability and the possibilities for customization."

"In addition to IT, we also use this product on our business side to manage lobby flow for clients and workflow for our client service staff, and the product has allowed us to efficiently manage workflow, measure performance, and analyze customer service measures."

"The initial setup is pretty straightforward."

"We are better able to manage and keep track of SLAs with end users, analysts work more efficiently based on the ticket priority, and we can better manage IT assets and contract licenses through CMDB."

"The major improvement in functions is their ability to track, report incidents, problem, changes and configuration management."

"It helps when you have an incident or performing a problem change management process."

"The biggest strength of Service Catalog is that it's integrated with other solutions on the CA platform."

"What I like about it are the features that allow me to integrate with Service Desk Manager and Process Automation, and to build creative solutions based on the integration with other CA products."

More Clarity SM pros

Cons

"They need to look at going beyond Windows and go in more of an analytics direction."

"In regards to their newly released Operational Analytics interface for mainframe systems, so far, the first releases are a limited set of data."

"It needs some work in the stability area. It's enterprise ready, but it's not as robust for a large volume."

"Customer Service: 8/10 - due to a complicated integration setup for CA COTS, a lack of proper documentation, as well as a limited featured topology, and no GIS map capability."

"The only thing it's missing is High Availability with remote locations. They should bring this is in ASAP."

"It’s not as scalable, but it’s not as big a platform as UIM."

"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."

"The one element that we've wanted to see improved and we've really worked with them on is the user interface is what I like to call a little conky and so we are consistently working with them and the product marketing people to make it better."

"The product needs to have a better user experience in the interface and mobile functionality."

"Customer Service: Horrific. Unless an explicit and costly "service issue" was raised through the enterprise support agreement, CA had zero interest in accepting problem reports."

"The thing that gets me is they sell it as a customizable tool, but the more customizations you add to it, the less stable it becomes."

"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."

"The UI is old school with a lot of windows opening and slowing down the process of ticket creation by the end users."

"We would like the CMDB to be populated automatically. At the moment, everything is manually created."

More Clarity SM cons

Pricing and Cost Advice

Information not available

"I think pricing of this model is suitable for growing corporations."

"It is a bit expensive, but you definitely get what you pay for. It is worth it!"

"Pricing is simple, as it’s per concurrent analysts."

"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."

"I don't see anyone other than large companies being able to afford this system."

"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."

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

21%

Outsourcing Company

16%

Construction Company

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	15
Large Enterprise	66

Comparisons

Serviceaide ChangeGear vs CA Service Operations Insight [EOL]

Compared 35% of the time

BMC Helix ITSM vs CA Service Operations Insight [EOL]

Compared 24% of the time

ServiceNow vs CA Service Operations Insight [EOL]

Compared 21% of the time

More CA Service Operations Insight [EOL] Competitors

Serviceaide ChangeGear vs Clarity SM

Compared 11% of the time

JIRA Service Management vs Clarity SM

Compared 10% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

BMC Helix ITSM vs Clarity SM

Compared 5% of the time

Spiceworks vs Clarity SM

Compared 3% of the time

More Clarity SM Competitors

Product Reports

Buyer's Guide

CRM

October 2026

CA Service Operations Insight [EOL] report

Download CA Service Operations Insight [EOL] product report

Buyer's Guide

Clarity SM

October 2026

Download Clarity SM product report

Also Known As

CA SOI

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

Overview

CA Service Operations Insight is comprehensive service management software designed to help IT and engineering manage the quality and availability of online services more effectively. This solution helps make your operations less of a technology silo-monitoring team and more business-aligned. CA Service Operations Insight is a customer relationship management system that provides a holistic visualization of the components across technology domains that deliver services to your customers by correlating data from a wide variety of CA and multi-vendor monitoring tools. By moving beyond traditional business service management solutions, our service management software helps you pinpoint what could be threatening to your service delivery. Through cross-domain IT operations analytics, this next-generation customer relationship management system helps your operations staff take specific actions appropriate to your business priorities.

Broadcom

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.

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?

Integrated Service Catalog: Smooth handling of service requests through a unified platform.
Flexibility and Customization: Tailors to specific enterprise needs while balancing control.
Advanced Availability Architecture: Ensures high uptime and reliability.
User-Friendly Interface: Simplifies operations with an intuitive design.
Strong Incident and Change Management: Streamlines processes to manage IT changes effectively.

What benefits and ROI can users expect from Clarity SM?

Enhanced Customer Service: Improved user interactions and service delivery.
Increased Efficiency: Automation and integration reduce time and effort in IT operations.
Customizable Solutions: Adaptability to meet unique business requirements.
Seamless Integration: Works well with other CA platforms to unify IT processes.

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.

Broadcom

Sample Customers

Lexmark, HCL Technologies, Banese

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

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We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.