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

1,652 Views
1,206 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, ManageEngine and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

December 2025

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Helped 879,422 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) (23rd)

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

"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."

"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."

"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."

"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."

"The UI is very user-friendly."

"We are benefiting by being able to put time to what our technicians are doing."

"The value for the clients is that you can save information in the application and get reports with that information."

"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."

More Clarity SM pros

"It gives us better understanding and control of service management."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"Technical support is pretty good."

"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."

"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."

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

"Service Manager does what it should, but it's quite outdated."

"Its flexibility and ease of customization are its most valuable features."

More OpenText Service Manager [EOL] pros

Cons

"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."

"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."

"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."

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

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

"If I had to choose, it would be more around the user interface than the mobile experience."

More Clarity SM cons

"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."

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

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

"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."

"Pure cloud-based native functionality is lacking."

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

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

"The interface could be better."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

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

"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."

"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!"

"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 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."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

13%

Performing Arts

10%

Media Company

10%

Manufacturing Company

Computer Software Company

19%

Performing Arts

11%

Manufacturing Company

11%

Educational Organization

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	10
Midsize Enterprise	4
Large Enterprise	38

Comparisons

JIRA Service Management vs Clarity SM

Compared 30% of the time

ServiceNow vs Clarity SM

Compared 16% of the time

Vision Helpdesk vs Clarity SM

Compared 11% of the time

SymphonyAI IT Service Management vs Clarity SM

Compared 9% of the time

BMC Helix ITSM vs Clarity SM

Compared 7% of the time

More Clarity SM Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 37% of the time

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

Compared 34% of the time

TOPdesk vs OpenText Service Manager [EOL]

Compared 29% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Clarity SM

December 2025

Download Clarity SM product report

Buyer's Guide

OpenText Service Manager [EOL]

December 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)

December 2025

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