Clarity SM vs Ivanti Service Desk [EOL] comparison

Broadcom and Ivanti are both solutions in the IT Service Management (ITSM) category. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 88% of Ivanti users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

2,071 Views
1,553 Comparison Views

85% willing to recommend

Ivanti Service Desk [EOL]

Read 8 Ivanti Service Desk [EOL] reviews

88% willing to recommend

Clarity SM

Ivanti Service Desk [EOL]

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Clarity SM and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: January 2026).

Buyer's Guide

IT Service Management (ITSM)

January 2026

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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

Clarity SM

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

107

Ranking in other categories

Help Desk Software (22nd), IT Service Management (ITSM) (22nd)

Ivanti Service Desk [EOL]

Average Rating

7.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

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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reviewer2150373

Senior Manager - Strategic Initiatives | Project Management | Reporting & Analytics at a hospitality company with 10,001+ employees

Scalable but interface can be improved

Basically, we use it for service management from the financial side of things I would say the simplicity of it. It's not very difficult and doesn't require strong technical skills to understand or implement. The interface can be improved. It can be made more interactive for self-service users.…

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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 use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."

"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."

"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 improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."

"The solution's back-end architecture is very good for end users."

"The initial setup is pretty straightforward."

"It is easy to tell what needs fixing and the priority of things."

"The view it provides into who's doing the work."

More Clarity SM pros

"The tool supports a lot of standard reporting KPIs."

"The initial setup was quite simple; installing just took a few minutes."

"Incident management and service request management features are the most valuable."

"It is highly configurable with PinkVERIFY status."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."

"Incident management is a valuable feature."

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

Cons

"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."

"The product needs to have a better user experience in the interface and mobile functionality."

"The CA products integrate well together but I would like to see better integration with third-party solutions."

"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."

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

"The interface for the users is a bit old-fashioned and not user-friendly."

"I would like to see the API cleaned up."

"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."

More Clarity SM cons

"The interface can be improved. It can be made more interactive for self-service users."

"You must be very technical to configure it."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."

"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."

"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."

Pricing and Cost Advice

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

"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 pricing is based on a subscription model."

"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."

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

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

Information not available

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Top Industries

By visitors reading reviews

Marketing Services Firm

14%

Financial Services Firm

12%

Performing Arts

Media Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	15
Large Enterprise	66

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	4

Comparisons

JIRA Service Management vs Clarity SM

Compared 20% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

Vision Helpdesk vs Clarity SM

Compared 7% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

SCSM vs Clarity SM

Compared 6% of the time

More Clarity SM Competitors

Ivanti Neurons for ITSM vs Ivanti Service Desk [EOL]

Compared 21% of the time

BeyondTrust Remote Support vs Ivanti Service Desk [EOL]

Compared 19% of the time

Cherwell Service Management vs Ivanti Service Desk [EOL]

Compared 18% of the time

ServiceNow vs Ivanti Service Desk [EOL]

Compared 16% of the time

Freshdesk vs Ivanti Service Desk [EOL]

Compared 13% of the time

More Ivanti Service Desk [EOL] Competitors

Product Reports

Buyer's Guide

Clarity SM

February 2026

Download Clarity SM product report

Buyer's Guide

IT Service Management (ITSM)

January 2026

Download Ivanti Service Desk [EOL] product report

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

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

Deliver outstanding IT support services to employees and customers.

Ivanti

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

MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting

Buyer's Guide

IT Service Management (ITSM)

January 2026

Download Free Report

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