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 #27. Ivanti holds a 1.3% mindshare in ISM, compared to Broadcom’s 1.2% 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

566 Views
441 Comparison Views

80% willing to recommend

Clarity SM

Read 107 Clarity SM reviews

1,008 Views
766 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: September 2025).

Buyer's Guide

Cherwell Service Management vs. Clarity SM

September 2025

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Helped 867,370 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

27th

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

25th

Ranking in IT Service Management (ITSM)

27th

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 September 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.3%, up from 0.4% compared to the previous year. The mindshare of Clarity SM is 1.2%, 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	1.2%
Cherwell Service Management	1.3%
Other	97.5%

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."

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

"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."

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

"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 in-service catalog is quite useful."

"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."

"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."

"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."

"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."

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

"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 integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."

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 UI needs to be upgraded."

"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."

"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."

"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."

"The SDM administration and customisation needS deep information about architecture and vendor support continuously."

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

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

"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."

More Clarity SM cons

Pricing and Cost Advice

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

"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."

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

"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."

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

"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!"

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Energy/Utilities Company

14%

Manufacturing Company

10%

Legal Firm

Performing Arts

12%

Manufacturing Company

Computer Software Company

Financial Services Firm

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 65% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 25% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 10% of the time

More Cherwell Service Management Competitors

ServiceNow vs Clarity SM

Compared 46% of the time

JIRA Service Management vs Clarity SM

Compared 42% of the time

Vision Helpdesk vs Clarity SM

Compared 12% of the time

More Clarity SM Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download Cherwell Service Management product report

Buyer's Guide

Clarity SM

September 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

September 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: September 2025.

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