Cherwell Service Management vs Clarity SM comparison

Ivanti and Broadcom are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #28, while Broadcom is ranked #26. Ivanti holds a 1.0% mindshare in ISM, compared to Broadcom’s 1.1% 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

495 Views
406 Comparison Views

80% willing to recommend

Clarity SM

Read 107 Clarity SM reviews

745 Views
559 Comparison Views

85% willing to recommend

Cherwell Service Management

Clarity SM

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.

To learn more, read our detailed Cherwell Service Management vs. Clarity SM Report (Updated: July 2025).

Buyer's Guide

Cherwell Service Management vs. Clarity SM

July 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)

28th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

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 July 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.0%, up from 0.8% compared to the previous year. The mindshare of Clarity SM is 1.1%, up 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

Senior Manager at Sasria SOC Ltd.

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

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

"The most valuable features are problem management and change management."

"The dashboard is very useful to get a quick overview of current tasks."

"All our activities are carried out in the one place."

"The dashboard and the reporting functionality are the solution's most valuable features."

"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."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."

"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."

"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."

"This product has so many adjustment possibilities for many different clients."

"Modules of integrated ITIL managers."

"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."

"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."

More Clarity SM pros

Cons

"Access is only available if we're on VPN."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The stability, specifically in the on-premises deployment model, could be improved."

"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."

"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."

"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."

"It doesn't yet have the ability to integrate with other products."

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

"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."

"The cost of this solution is too high, which is why we're leaving."

"More user experience in the look and feel of the application. "

"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."

"The solution is quite reasonable compared to other solutions in the market."

"The pricing is based on a subscription model."

"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!"

"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."

"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."

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

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Top Industries

By visitors reading reviews

Educational Organization

28%

Computer Software Company

16%

Manufacturing Company

Energy/Utilities Company

Computer Software Company

13%

Financial Services Firm

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Comparisons

ServiceNow vs Cherwell Service Management

Compared 83% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 17% of the time

More Cherwell Service Management Competitors

ServiceNow vs Clarity SM

Compared 79% of the time

JIRA Service Management vs Clarity SM

Compared 21% of the time

More Clarity SM Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

June 2025

Download Cherwell Service Management product report

Buyer's Guide

Clarity SM

July 2025

Download 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

July 2025

Free Report: Cherwell Service Management vs. Clarity SM

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