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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
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  • 205 Comparison Views
85% willing to recommend
 

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 and others in IT Service Management (ITSM).

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).
Buyer's Guide
IT Service Management (ITSM)
June 2025
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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 (24th), IT Service Management (ITSM) (26th)
OpenText Service Manager [EOL]
Average Rating
7.2
Reviews Sentiment
7.0
Number of Reviews
48
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…
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Farah Ben Ahmed - PeerSpot reviewer
Is easy to set up, but customization needs improvement
Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…
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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 helps when you have an incident or performing a problem change management process."
"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."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"Logging every action in Service Desk Manager (SDM)."
"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."
"We can search open and closed cases to find what we have done in other incidents."
"It has a good GUI interface."
"This product has so many adjustment possibilities for many different clients."
More Clarity SM pros
"It gives us better understanding and control of service management."
"It helps to register things, to see the changing parts, and to correlate incidents."
"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."
"Service Manager does what it should, but it's quite outdated."
"Technical support is pretty good."
"It's pretty well-structured in modules."
"Service Manager's best features are flexibility and customizability."
"Service Manager gives us a single system where everything is centralized in one base."
More OpenText Service Manager [EOL] pros
 

Cons

"​Compared to some of the other products, I think we are bit behind​.​"
"Ease of support and upgrades need much improvement."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"The UI needs to be upgraded."
"I would like to see the API cleaned up."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
More Clarity SM cons
"The product's technical support services need improvement."
"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."
"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."
"Pure cloud-based native functionality is lacking."
"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."
"The interface could be better."
"Customization can be difficult at times because scripting is often required."
"I don't see anything lacking."
More OpenText Service Manager [EOL] cons
 

Pricing and Cost Advice

"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."
"The pricing is based on a subscription model."
"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."
"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 think pricing of this model is suitable for growing corporations."
"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."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
"The license is not cheap."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
9%
Manufacturing Company
9%
Performing Arts
8%
Computer Software Company
20%
Manufacturing Company
20%
Financial Services Firm
13%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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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

ServiceNow vs Clarity SM Logo
ServiceNow vs Clarity SM
Compared 100% of the time
More Clarity SM Competitors
No data available
 

Product Reports

Buyer's Guide
Clarity SM
July 2025
Clarity SM reportDownload Clarity SM product report
Buyer's Guide
OpenText Service Manager [EOL]
June 2025
OpenText Service Manager [EOL] reportDownload 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)
June 2025
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