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Clarity SM vs Cortex comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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

Clarity SM
Ranking in IT Service Management (ITSM)
26th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (24th)
Cortex
Ranking in IT Service Management (ITSM)
21st
Average Rating
8.0
Reviews Sentiment
5.2
Number of Reviews
3
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 Clarity SM is 1.1%, up from 1.1% compared to the previous year. The mindshare of Cortex is 0.3%, up from 0.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

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…
NikhilSharma1 - PeerSpot reviewer
Provides comprehensive network visibility and helps us identify threats efficiently
The product could be improved in several areas. The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed. There is also a need for clearer differentiation between features and capabilities within Cortex's suite, as the overlap between XDR and XIM can be confusing. Improvements in the user interface and more intuitive KQL query handling could also enhance usability. Additionally, better support for various deployment scenarios and cost management options would be beneficial.

Quotes from Members

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

Pros

"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"It has a good GUI interface."
"Modules of integrated ITIL managers."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"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."
"The in-service catalog is quite useful."
"Right now, we are starting to be dependent on the CMDB a lot."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"The solution's most valuable feature is writing playbooks."
"It was easy to integrate Cortex with existing infrastructure and other tech tools."
"The solution's stability is generally good."
 

Cons

"It doesn't yet have the ability to integrate with other products."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The interface for the users is a bit old-fashioned and not user-friendly."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"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."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed."
"It's quite lagging and not very fast."
"It would be more beneficial to integrate threat intelligence in Cortex."
 

Pricing and Cost Advice

"The pricing is based on a subscription model."
"The solution is quite reasonable compared to other solutions in the market."
"I think pricing of this model is suitable for growing corporations."
"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."
"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."
"Pricing is simple, as it’s per concurrent analysts."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"Cortex XDR is a costly solution."
"It's cheaper compared to its competitors."
"Cortex is an expensive solution."
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Top Industries

By visitors reading reviews
Computer Software Company
10%
Performing Arts
10%
Manufacturing Company
10%
Financial Services Firm
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
What needs improvement with Cortex?
It would be more beneficial to integrate threat intelligence in Cortex.
What is your primary use case for Cortex?
With Cortex, we can automate the analysis of all the alerts. We use it to automate any kind of activity.
 

Comparisons

No data available
 

Also Known As

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

Overview

 

Sample Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Information Not Available
Find out what your peers are saying about Clarity SM vs. Cortex and other solutions. Updated: July 2025.
863,651 professionals have used our research since 2012.