Clarity SM vs Samanage vs ServiceNow comparison

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Clarity SM

Samanage

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Executive Summary

We performed a comparison between Clarity SM, Samanage, and ServiceNow 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).

IT Service Management (ITSM)

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Helped 869,785 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:

Mindshare comparison

As of October 2025, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.2%, up from 1.2% compared to the previous year. The mindshare of Samanage is 1.5%, up from 0.9% compared to the previous year. The mindshare of ServiceNow is 21.0%, down from 26.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
ServiceNow	21.0%
Samanage	1.5%
Clarity SM	1.2%
Other	76.3%

IT Service Management (ITSM)

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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Moldir Shynggys

Application Security Analyst at a tech services company with 51-200 employees

Great filtering feature and a good analytics dashboard

Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like…

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

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

"Self-service interface means people can check their own tickets."

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

"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 especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."

"It has a good GUI interface."

"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."

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

"Right now, we are starting to be dependent on the CMDB a lot."

More Clarity SM pros

"The solution has a great filtering feature."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

"The solution has very good automation tools."

"Simplicity of Change Manager."

"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

"I have seen ROI from ServiceNow, as the client I mentioned earlier is achieving ROI for adopting this cloud-based technology."

"It's actually easy to understand."

"ServiceNow was the first true enterprise to service management platform."

"Great that it's knowledge-based and you can use the flows in ServiceNow."

"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."

More ServiceNow pros

Cons

"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."

"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."

"The cost of this solution is too high, which is why we're leaving."

"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."

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

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

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

"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."

More Clarity SM cons

"The system shuts down about once a month which is frustrating."

"The setting up process is not quite easy. It's quite difficult."

"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."

"I do not like the user interface."

"ServiceNow's mobile app should be seamless and it is not right now."

"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."

"The scalability needs improvement."

"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."

"The capital expenditure neeed to get the tool up and running is extensive."

"Local solutions have lower costs."

More ServiceNow cons

Pricing and Cost Advice

"The pricing is based on a subscription model."

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

"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."

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

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

"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!"

"It is expensive."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"The cost is quite high."

"It has a higher cost compared to local/regional solutions."

"The CapEx version is great."

"The price is okay for us. It's reasonable."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"It is an expensive platform."

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

More ServiceNow pricing and cost advice

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.

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869,785 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Performing Arts

13%

Computer Software Company

Financial Services Firm

Manufacturing Company

13%

Construction Company

11%

Financial Services Firm

10%

Performing Arts

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

No data available

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	36
Large Enterprise	163

Questions from the Community

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What do you like most about Samanage?

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data an...

What needs improvement with Samanage?

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledg...

What is your primary use case for Samanage?

I use it for incident recording based on your inventory.

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

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Product Reports

Clarity SM

Download Clarity SM product report

Help Desk Software

Download Samanage product report

Download ServiceNow product report

September 2025

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

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

SolarWinds

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

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

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

IT Service Management (ITSM)