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 #25. Ivanti holds a 1.4% mindshare in ISM, compared to Broadcom’s 1.4% 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

650 Views
488 Comparison Views

80% willing to recommend

Clarity SM

Read 107 Clarity SM reviews

1,277 Views
945 Comparison Views

85% willing to recommend

Cherwell Service Management

Clarity SM

Comparison Buyer's Guide

Download the report

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: November 2025).

Buyer's Guide

Cherwell Service Management vs. Clarity SM

November 2025

Download the complete report

Helped 873,209 peers since 2012

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

Ranking in other categories

No ranking in other categories

Clarity SM

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

25th

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 November 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.4%, up from 0.5% compared to the previous year. The mindshare of Clarity SM is 1.4%, up from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Clarity SM	1.4%
Cherwell Service Management	1.4%
Other	97.2%

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.

Read full review

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…

Read full review

Quotes from Members

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

Pros

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

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

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

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

"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."

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

"When users have a problem, they report using Service Desk and it is very useful for this."

"It is the most stable product in the market."

"Scalability is very good. We have scaled to more users and more functionality."

"We can search open and closed cases to find what we have done in other incidents."

"Self-service interface means people can check their own tickets."

"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."

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

"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."

More Clarity SM pros

Cons

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

"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."

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

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

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

"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."

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

"The API is very, very bad so we developed our own."

"There are some issues regarding the knowledge base and the configuration manager."

"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."

"One area that this product can improve is in the mobile user aspect."

"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."

More Clarity SM cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

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

"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."

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

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

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

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

"The pricing is based on a subscription model."

"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."

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

873,209 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

13%

Energy/Utilities Company

13%

Legal Firm

13%

Healthcare Company

10%

Performing Arts

12%

Manufacturing Company

10%

Financial Services Firm

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	15
Large Enterprise	66

Comparisons

ServiceNow vs Cherwell Service Management

Compared 64% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 23% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 13% of the time

More Cherwell Service Management Competitors

JIRA Service Management vs Clarity SM

Compared 42% of the time

ServiceNow vs Clarity SM

Compared 32% of the time

Vision Helpdesk vs Clarity SM

Compared 15% of the time

SymphonyAI IT Service Management vs Clarity SM

Compared 12% of the time

More Clarity SM Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

October 2025

Download Cherwell Service Management product report

Buyer's Guide

Clarity SM

November 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

November 2025

Free Report: Cherwell Service Management vs. Clarity SM

Find out what your peers are saying about Cherwell Service Management vs. Clarity SM and other solutions. Updated: November 2025.

DOWNLOAD NOW

873,209 professionals have used our research since 2012.

See our Cherwell Service Management vs. Clarity SM report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) 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.