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Cherwell Service Management vs Clarity SM comparison

Ivanti and Broadcom are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #27, while Broadcom is ranked #26. Ivanti holds a 0.9% mindshare in ISM, compared to Broadcom’s 1.0% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 85% of Broadcom users who would recommend it.
Cherwell Service Management
Read 6 Cherwell Service Management reviews
  • 497 Views
  • 157 Comparison Views
80% willing to recommend
Clarity SM
Read 107 Clarity SM reviews
  • 526 Views
  • 209 Comparison Views
85% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and Cherwell Service Management both compete in the IT service management industry, with unique strengths catering to various needs. Cherwell Service Management shows an advantage due to its comprehensive feature set, while Clarity SM is noted for positive feedback on pricing and support.

Features: Clarity SM is recognized for its customizable dashboards, seamless integration capabilities, and user-friendly interface. Cherwell Service Management stands out with robust automation features, scalability designed for enterprise growth, and a powerful service catalog integration.

Room for Improvement: Clarity SM could improve by enhancing reporting capabilities, providing more robust knowledge management, and offering greater scalability options. Cherwell Service Management would benefit from simplifying its setup process, refining user experience for non-technical users, and minimizing integration complexities with other tools.

Ease of Deployment and Customer Service: Clarity SM offers a straightforward deployment process with efficient customer support, ensuring an easy transition with little disruption. Cherwell Service Management, while having a more challenging deployment, is supported by an extensive network that aids users during setup, making it suitable for larger organizations.

Pricing and ROI: Clarity SM offers a cost-effective model that appeals to smaller businesses by enabling quicker ROI with lower initial investment requirements. Cherwell Service Management, demanding a higher initial expenditure, promises a substantial ROI due to its extensive features and scalability, offering value to organizations ready for significant investment in IT solutions.

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To learn more, read our detailed Cherwell Service Management vs. Clarity SM Report (Updated: May 2025).
Buyer's Guide
Cherwell Service Management vs. Clarity SM
May 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

Cherwell Service Management
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
27th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
No ranking in other categories
Clarity SM
Ranking in Help Desk Software
24th
Ranking in IT Service Management (ITSM)
26th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 0.9%, down from 0.9% compared to the previous year. The mindshare of Clarity SM is 1.0%, down from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
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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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Quotes from Members

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

Pros

"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"All our activities are carried out in the one place."
"The dashboard is very useful to get a quick overview of current tasks."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The in-service catalog is quite useful."
"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 solution's back-end architecture is very good for end users."
"It's fairly easy to use, from a UI standpoint."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"The most valuable features are the requests and incident tracking."
"We are benefiting by being able to put time to what our technicians are doing."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
More Clarity SM pros
 

Cons

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The upgrade was pretty complex."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"One area that this product can improve is in the mobile user aspect."
"The monitoring tool is in need of improvement."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The cost of this solution is too high, which is why we're leaving."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"They should enhance the service desk manager's service point function to be more customizable."
More Clarity SM cons
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"I don't see anyone other than large companies being able to afford this system."
"Pricing is simple, as it’s per concurrent analysts."
"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."
"The solution is quite reasonable compared to other solutions in the market."
"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."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"The pricing is based on a subscription model."
"I think pricing of this model is suitable for growing corporations."
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Top Industries

By visitors reading reviews
Educational Organization
45%
Computer Software Company
12%
Energy/Utilities Company
5%
Financial Services Firm
5%
Computer Software Company
16%
Financial Services Firm
12%
Manufacturing Company
9%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Comparisons

ServiceNow vs Cherwell Service Management Logo
ServiceNow vs Cherwell Service Management
Compared 100% of the time
More Cherwell Service Management Competitors
ServiceNow vs Clarity SM Logo
ServiceNow vs Clarity SM
Compared 100% of the time
More Clarity SM Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
May 2025
Cherwell Service Management reportDownload Cherwell Service Management product report
Buyer's Guide
Clarity SM
June 2025
Clarity SM reportDownload Clarity SM product report
 

Also Known As

No data available
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
Ivanti

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
 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Buyer's Guide
Cherwell Service Management vs. Clarity SM
May 2025
Free Report: Cherwell Service Management vs. Clarity SM
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