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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)
28th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (26th)
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
 

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

"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"Logging every action in Service Desk Manager (SDM)."
"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."
"As of late, I really like the BI functions."
"It helps when you have an incident or performing a problem change management process."
"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."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"The solution's stability is generally good."
"The solution's most valuable feature is writing playbooks."
"It was easy to integrate Cortex with existing infrastructure and other tech tools."
 

Cons

"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"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."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"More user experience in the look and feel of the application. ​"
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"It doesn't yet have the ability to integrate with other products."
"We would like more information about all the configurations that we have on our infrastructure side."
"The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed."
"It would be more beneficial to integrate threat intelligence in Cortex."
"It's quite lagging and not very fast."
 

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 don't see anyone other than large companies being able to afford this system."
"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."
"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."
"I think pricing of this model is suitable for growing corporations."
"Pricing is simple, as it’s per concurrent analysts."
"Cortex XDR is a costly solution."
"Cortex is an expensive solution."
"It's cheaper compared to its competitors."
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Top Industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
15%
Manufacturing Company
8%
Government
7%
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: April 2025.
850,028 professionals have used our research since 2012.