Clarity SM vs OpenText Service Manager [EOL] comparison

Broadcom and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

1,277 Views
945 Comparison Views

85% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

Clarity SM

OpenText Service Manager [EOL]

Comparison Buyer's Guide

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Executive Summary

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

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

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: October 2025).

Buyer's Guide

IT Service Management (ITSM)

October 2025

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Helped 872,922 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

Clarity SM

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

107

Ranking in other categories

Help Desk Software (25th), IT Service Management (ITSM) (25th)

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

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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MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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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

"Logging every action in Service Desk Manager (SDM)."

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

"We centralized our knowledge from various sources into one source of truth that is continually updated."

"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."

"It has allowed us to be more efficient in our problem and change management processes and procedures."

"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 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."

"The most valuable features are the requests and incident tracking."

More Clarity SM pros

"Technical support is pretty good."

"Sometimes, customization is simple. The version we are using now has a nice interface."

"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."

"It's easy to scale."

"The initial setup is easy."

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."

"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."

More OpenText Service Manager [EOL] pros

Cons

"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."

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

"The UI needs to be upgraded."

"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."

"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."

"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."

"We would like more information about all the configurations that we have on our infrastructure side."

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

More Clarity SM cons

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

"Customization can be difficult at times because scripting is often required."

"Pure cloud-based native functionality is lacking."

"The interface could be better."

"The solution does not interface well with other products and is difficult to implement."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."

"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"The pricing is based on a subscription model."

"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."

"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."

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

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

"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."

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

"The license is not cheap."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"HP Service Manager has moderate pricing."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

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Top Industries

By visitors reading reviews

Performing Arts

13%

Financial Services Firm

Computer Software Company

Manufacturing Company

Computer Software Company

24%

Manufacturing Company

13%

Performing Arts

12%

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

Questions from the Community

Ask a question

Earn 20 points

What do you like most about Micro Focus Service Manager?

The initial setup is easy.

See all answers

What needs improvement with Micro Focus Service Manager?

The product's technical support services need improvement.

See all answers

What is your primary use case for Micro Focus Service Manager?

We use the product for infrastructure, profile, and incident management.

See all answers

Comparisons

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

ServiceNow vs OpenText Service Manager [EOL]

Compared 50% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 50% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Clarity SM

November 2025

Download Clarity SM product report

Buyer's Guide

OpenText Service Manager [EOL]

October 2025

Download OpenText Service Manager [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

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

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

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

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

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Buyer's Guide

IT Service Management (ITSM)

October 2025

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