Clarity SM vs xMatters comparison

The compared Broadcom and Everbridge solutions aren't in the same category. Broadcom is ranked #27 in ISM , and holds a 1.2% mindshare in the category. Everbridge is ranked #10 in IMS , and holds a 6.8% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

1,038 Views
789 Comparison Views

85% willing to recommend

xMatters

Read 31 xMatters reviews

1,014 Views
811 Comparison Views

96% willing to recommend

Clarity SM

xMatters

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Clarity SM and xMatters 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).

Buyer's Guide

IT Service Management (ITSM)

October 2025

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Helped 869,883 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) (27th)

xMatters

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (10th)

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. Clarity SM is designed for IT Service Management (ITSM) and holds a mindshare of 1.2%, up 1.2% compared to last year.
xMatters, on the other hand, focuses on IT Alerting and Incident Management, holds 6.8% mindshare, down 7.4% since last year.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Clarity SM	1.2%
ServiceNow	21.0%
JIRA Service Management	8.7%
Other	69.1%

IT Service Management (ITSM)

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
xMatters	6.8%
PagerDuty Operations Cloud	21.5%
Opsgenie	13.0%
Other	58.7%

IT Alerting and Incident Management

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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Dean-Robinson

Sr. Developer at a media company with 10,001+ employees

A versatile solution with excellent logging capabilities that reduced our time to resolve

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. There are a couple of improvements that xMatters could make to the incident hub, where we can manage high-priority incidents. More sharing capability between collaborating incident managers would be good to see, including the ability to whiteboard. That would allow them to share and sketch out ideas while looking for a solution. Those two features are essential, and that's why we want to use the solution in conjunction with Everbridge because xMatters doesn't have them.

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. 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."

"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."

"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."

"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."

"The database and the power that is driven behind the database."

"It's fairly easy to use, from a UI standpoint."

"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."

More Clarity SM pros

"Simple features create flow sets and build APIs for integrations."

"It has improved our time to respond. Prior to the use of xMatters, it might take hours or even a day to get someone involved on a problem. Now, it's down to minutes."

"The customer service is quite responsive. They are quick to answer your calls or emails."

"The ability to notify teams and monitor those notifications in real-time is valuable. Time-based escalation of notifications helps us resolve issues much more quickly."

"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."

"Support has been great. They responded very quickly to all the support cases that I have submitted."

"It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."

"One of the things that really attracted me is in workflows, you can write your own custom steps in JavaScript. You are not restricted to the steps that they provide. If you can write it in JavaScript, you can pretty much do anything. It gives me flexibility in ways that other platforms don't. For example, the online dashboard system we use is not a widely used one, but they have an API. So, I'm able to write the JavaScript steps to do things like check if a system's in the maintenance window or create an instant on the dashboard or change the status of an instant. I'm not dependent on the dashboard provider or xMatters creating steps for me."

More xMatters pros

Cons

"They should enhance the service desk manager's service point function to be more customizable."

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

"Compared to some of the other products, I think we are bit behind."

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

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

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

"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."

"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."

More Clarity SM cons

"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."

"Integrations seem to be the most difficult part. Once setup though, they work well."

"While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java."

"While the documentation is good, the knowledge base - the collection of user supported community forums - is a little weak compared to some of the other products I've used. If I have a problem that I can't find the answer to in the documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point."

"What I would like it to do is tell me anytime there is a P1 incident, except when the ticket is assigned to this team or when this word is in the summary, but there is no exclusion option. I have been complaining about this for a couple years. At one point, we created a ticket for this with the developers to review. I assume that once enough people complain about it, they will bump it up in priority to work on. However, if not enough people think it is an issue, then they prioritize their work and work on other features and functionality. However, this is something that has been challenging for us because we have needed to find ways to work around it or just deal with it. So, I would love to see an exclusion option."

"When you are not using the conference bridge from xMatters and you are using an external one, it is a little bit hard to get the person whom xMatters calls to jump directly to the external bridge. They need to hang up the phone and then get to the email to get the URL so that they can jump on the bridge. There is no direct connection from xMatters to that external bridge, but I understand that part of the business."

"It has not improved our organization."

"I've asked for the ability to have tags on groups, and for dynamic lists, meaning the ability to pull data from another location and use it in xMatters dynamically. Right now, for example, if I have a form and want to populate a list, it's a manual process. I have to copy and paste the list items."

More xMatters 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."

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

"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."

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

"The pricing is based on a subscription model."

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

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

"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."

"If the licensing were cheaper, our customer might buy more."

"I don't make the decisions on the cost aspect. We haven't had any complaints. I think it has a reasonable price."

"I'm not really involved with the cost standpoint. I've only heard rumors of how much it costs, and if it costs what I think it costs, its cost is very high as compared to a lot of other tools that we're using here. It seems on the higher end from a cost standpoint."

"You should perhaps arrange an evaluation or trial to just test it out. Get your feet wet. That is so important. If you don't try it, then you won't know."

"I know roughly what we pay per year. For what we use it for and what its purpose is, it is very valuable."

"It is worth the cost. You need to know the number of users that are going to use it, which is usually pretty easy to calculate. It's on a per-user license."

"There's a significant difference between a full license, which allows people to respond to and acknowledge receipt of messages, and a more scaled-down license, which just allows people to see the notification. So we need to evaluate what license they need when onboarding new users because the full license is significantly more expensive."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Performing Arts

13%

Computer Software Company

Financial Services Firm

Manufacturing Company

Computer Software Company

30%

Performing Arts

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	2
Large Enterprise	24

Comparisons

JIRA Service Management vs Clarity SM

Compared 47% of the time

ServiceNow vs Clarity SM

Compared 38% of the time

Vision Helpdesk vs Clarity SM

Compared 15% of the time

More Clarity SM Competitors

PagerDuty Operations Cloud vs xMatters

Compared 49% of the time

Everbridge IT Alerting vs xMatters

Compared 26% of the time

Opsgenie vs xMatters

Compared 17% of the time

ServiceNow vs xMatters

Compared 9% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

Clarity SM

October 2025

Download Clarity SM product report

Buyer's Guide

xMatters

September 2025

Download xMatters 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

xMatters IT Management

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

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.

Everbridge

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.

Buyer's Guide

IT Service Management (ITSM)

October 2025

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