Clarity SM vs xMatters IT Management comparison

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Executive Summary

We performed a comparison between Clarity SM and xMatters IT Management based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: November 2022).
655,711 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The UI is very user-friendly.""The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well.""Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want.""The initial setup is pretty straightforward."

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"Being able to split the week however we want is definitely most valuable. We can create shifts and also see other teams' schedules. It is a very easy search to do these things.""We're able to communicate better with specific groups or offices. We didn't have that capability or granularity before. It has helped in that regard.""We haven't evaluated any product recently, but from what I can tell, looking around online, what xMatters has that others don't have are the custom forms. That's the big differentiator at the moment because that's something that we heavily use.""xMatters is helpful for getting the right on-call resources. That is a key factor. It is also very user-friendly, and just a little documentation helps you to understand things such as how on-calls are configured, how groups are configured, and how users update their on-call devices.""That automation is the critical aspect of xMatters. Without those workflows, then we would have a system that maintains an on-call schedule in Excel. So xMatters provides the notification workflow and ensures you're notifying the right person at the right time.""The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code.""Workflows and messaging are most valuable. Workflows are very useful. They are important for consolidating information or stopping duplication from happening. We put all the information into xMatters and then the workflow will push the same information in the correct format directly through to other applications that our end users frequently use, such as Slack, email, and Workplace.""Simple features create flow sets and build APIs for integrations."

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Cons
"There are some issues regarding the knowledge base and the configuration manager.""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.""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."

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"They recently released an incident module that allows users, or at least teams, to track major incidents and other things, and you can send out communication via that one webpage. You can engage on-call teams and communicate to stakeholders as well, but one thing that is missing there is a group chat. If there is a group chat on the same webpage that all of the support teams could use, it would be a one-stop shop that all of the major incident managers would use as their product to manage a major incident. Without that, at the moment, they are mainly referring to teams and then adding data into xMatters as and when they can.""In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now.""It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go""We would like to see a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow... The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1.""The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes.""As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well.""I would like xMatters to provide users with the capability of administering it on their own. I do a lot of hand-holding with them.""A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what we needed, and we had to pay a lot more to get the throughput that we needed."

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Pricing and Cost Advice
  • "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."
  • "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."
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  • "This is a subscription-based, SaaS solution."
  • "We're currently per license. We're paying around $44,000 per year for 80 full users and 300 standard users. For a new implementation, we also need to pay for an expert."
  • "The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost."
  • "The pricing is tiered so we took that into account. If we were to license 10 or 20 people, that would be a certain price. And if we were to license 50 or 100, there would be a little bit of discounting. But the per-user license was right in line with what we were expecting."
  • "The pricing is too high... we procured 150 licenses and we have almost 1,500 users in IT. We had to come up with a few ideas for determining which users get a license and which users don't need one. Due to the limitation of the number of licenses, we were unable to integrate the user profiles with Active Directory."
  • "Cost is probably my biggest concern. I know the solution was recently acquired by Everbridge, and Everbridge was one of the competitors that was included in our RFP five years ago. Everbridge's costs were astronomical compared to where every other solution was, not just xMatters."
  • "I am not really privy to how much my client is paying for this service. They just tell me the number of licenses that they have. Every time that I say, "I need extra licenses to make sure that all Level 1 and 2s have their own xMatters account," they keep telling me that it is too expensive. If the only purpose is to call people, it doesn't justify the cost of paying more than the number of licenses that they already have."
  • "It feels like good value in the sense that the service is excellent. The people above me who look at such things have renewed it a couple of times, and I think they would have thought whether it was good value, whether it was wildly overpriced, or whether there were better and cheaper alternatives. So, from that perspective, the pricing is fair and proper."
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    Questions from the Community
    Top Answer:We would love to see it integrating with other products like Splunk for log collection, integration to SMS facilities. It requires some effort for developers to get some of the things working because… more »
    Top Answer:We use the solution primarily for call logging and checking, but we also use it with other products that are related to CA. It's mainly for monitoring and event management from the infrastructure… more »
    Top Answer:Out of all the service desk solutions I know, the one I know the best is CA SDM so I may be biased. I know there are many other options like ServiceNow and ManageEngine. I use Clarity and I would… more »
    Top Answer:For our major incident management, it has expanded what we can do in terms of the format of the communication. People can subscribe, and they can receive delivery on multiple platforms, whether it's a… more »
    Top Answer:I'm not really involved with the cost standpoint. I've only heard rumors of how much it costs. It seems to be on the higher end from a cost standpoint.
    Top Answer:A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what… more »
    Ranking
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    4
    Average Words per Review
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    7.0
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    2,215
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    960
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    Average Words per Review
    1,807
    Rating
    8.8
    Comparisons
    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
    xMatters
    Learn More
    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...

    xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

    To learn more, request a demo.

    • Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.
    • Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.
    • Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.
    • Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.
    • Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.
    • Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

    Offer
    Learn more about Clarity SM
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    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
    Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.  Visit our website to see how business like yours found solutions with xMatters.
    Top Industries
    REVIEWERS
    Healthcare Company27%
    Financial Services Firm23%
    Government7%
    Comms Service Provider4%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Government8%
    Comms Service Provider6%
    Healthcare Company6%
    REVIEWERS
    Computer Software Company15%
    Financial Services Firm12%
    Comms Service Provider12%
    Energy/Utilities Company12%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm17%
    Manufacturing Company7%
    Government7%
    Company Size
    REVIEWERS
    Small Business20%
    Midsize Enterprise15%
    Large Enterprise66%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise10%
    Large Enterprise62%
    REVIEWERS
    Small Business13%
    Midsize Enterprise7%
    Large Enterprise80%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise69%
    Buyer's Guide
    IT Service Management (ITSM)
    November 2022
    Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: November 2022.
    655,711 professionals have used our research since 2012.

    Clarity SM is ranked 22nd in IT Service Management (ITSM) with 4 reviews while xMatters IT Management is ranked 2nd in IT Alerting and Incident Management with 22 reviews. Clarity SM is rated 7.0, while xMatters IT Management is rated 8.8. The top reviewer of Clarity SM writes "Flexible and easy to customize but needs to update its user interface". On the other hand, the top reviewer of xMatters IT Management writes "Gave us the ability to validate whether messages were going out". Clarity SM is most compared with ServiceNow, JIRA Service Management, SCSM, BMC Helix ITSM and Freshservice, whereas xMatters IT Management is most compared with PagerDuty, ServiceNow, Opsgenie, Everbridge IT Alerting and VictorOps.

    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.