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

2,446 Views
1,859 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

Download the report

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: March 2026).

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download the complete report

Helped 884,933 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 (22nd), IT Service Management (ITSM) (21st)

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

Sandip Kheni

Lead Developer at STL - Sterlite Technologies Limited

Allows for customization of the service desk manager

They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they should provide a customization source for this new UI. It could turn out to be very good for the end-user experience.

Read full review

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.

Read full review

Quotes from Members

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

Pros

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

"It helps when you have an incident or performing a problem change management process."

"From a quick resolution point of view, the fact that xFlow has got the self-service that's linked to knowledge management means people are also able to solve their own problems without necessarily requiring tickets through the entire life cycle of second line support, and that has helped a lot."

"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."

"One of it's kind."

"Now, it is all there and stuff does not get lost."

"We have certainly increased our quality level: first of all, the system is more robust and allows us to elaborate on more complex services, it integrates with other systems to transform more solid information, and thanks to the integration with BI we now have various possibilities to create reports that show where and when we need to modify our processes, resulting in a decrease in the number of open and duplicate tickets."

"Customer service is excellent."

More Clarity SM pros

"Service Manager's best features are flexibility and customizability."

"Stability, lower operation costs, and straight process implementation."

"Technical support is pretty good."

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

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

"HP products generally have always been stable, and this is no different."

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

"It's a complete service management suite; a complete management product used by the company worldwide for us."

More OpenText Service Manager [EOL] pros

Cons

"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."

"I encountered a scalability issue with an older version."

"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."

"Reporting and integration to SCCM need improvement."

"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."

"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."

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

More Clarity SM cons

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

"I think it brings uncertainty, and they're well aware of that."

"The licensing model could be made more flexible."

"Service Manager would be improved with access to automation."

"Pure cloud-based native functionality is lacking."

"Technical support is average. It takes too much time to resolve issues in relation to the competency of the technical support engineers."

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

"The support and functionality of the portal could be improved. There was an old portal and they stopped it in the last version."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"I don't see anyone other than large companies being able to afford this system."

"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."

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

"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 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."

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

"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."

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

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

884,933 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Marketing Services Firm

12%

Financial Services Firm

12%

Media Company

Performing Arts

Marketing Services Firm

12%

Performing Arts

10%

Educational Organization

Construction Company

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 17% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

Serviceaide ChangeGear vs Clarity SM

Compared 7% of the time

BMC Helix ITSM vs Clarity SM

Compared 7% of the time

SCSM vs Clarity SM

Compared 6% of the time

More Clarity SM Competitors

SCSM vs OpenText Service Manager [EOL]

Compared 16% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 13% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 13% of the time

ServiceNow vs OpenText Service Manager [EOL]

Compared 13% of the time

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

Compared 12% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Clarity SM

March 2026

Download Clarity SM product report

Buyer's Guide

OpenText Service Manager [EOL]

March 2026

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

resultspositive, Globicon

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Free Report

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: March 2026.

DOWNLOAD NOW

884,933 professionals have used our research since 2012.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.