Clarity SM vs xMatters comparison

The compared Broadcom and Everbridge solutions aren't in the same category. Broadcom is ranked #26 in ISM , and holds a 1.1% 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

745 Views
559 Comparison Views

85% willing to recommend

xMatters

Read 31 xMatters reviews

1,032 Views
805 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 and others in IT Service Management (ITSM).

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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Helped 860,825 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 (24th), IT Service Management (ITSM) (26th)

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 1.1%, up 1.1% compared to last year.
xMatters, on the other hand, focuses on IT Alerting and Incident Management, holds 6.8% mindshare, down 8.5% since last year.

IT Service Management (ITSM)

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

"The value for the clients is that you can save information in the application and get reports with that information."

"Scalability is very good. We have scaled to more users and more functionality."

"You can customize it and make it work to the client's needs."

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

"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."

"The view it provides into who's doing the work."

"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."

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

More Clarity SM pros

"Its ease of use and self-service are important to me. It's very easy for users to go in and modify their own contact information, for managers to go in and manage their own on-call rotations and shifts."

"xMatters stood out to us during our research because of the versatility of its rotas, how we could set up various group rotas, different shift patterns, the ability to order devices and add personal devices etc. It's a much more flexible solution than ServiceNow, the in-house tool we also evaluated."

"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."

"We have not noticed any scalability issues in the two years that we have used the system."

"The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."

"The on-call schedule that they have for groups is amazing in terms of how it works and how it triggers. You don't need to do anything. You just upload the users, and you have the calendar of the schedules. It is amazing how it works and how easy it is to work with this feature."

"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."

"Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code."

More xMatters 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. And stuff broke."

"The monitoring tool is in need of improvement."

"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."

"The CA products integrate well together but I would like to see better integration with third-party solutions."

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

"It doesn't yet have the ability to integrate with other products."

"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."

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

More Clarity SM cons

"If you are not one of the big players of their customers, the chance that one of your minor wishes will granted are very small."

"I would like some minor UI changes. I believe I filed some enhancement requests with xMatters. For example, in one area, they have some way for you to look at a particular functionality with different sets of reporting UI. However, that same reporting UI is not yet available with some other functionalities. Essentially, in their existing functionality, the xMatters application does an excellent job, but in other functionalities within their UI, they don't have that. On the back-end, they are related. Instead of one click where you can see everything, right now you need to go to different areas to access similar information. It would be nice to have everything in one place. While they have an excellent element A, I am hoping that they could just simply make that feature also available in their element B."

"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'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."

"It has not improved our organization."

"We would like to see the integration between our ITSM solution and xMatters."

"They could make the product more customizable."

"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."

More xMatters cons

Pricing and Cost Advice

"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."

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

"The pricing is based on a subscription model."

"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!"

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

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

"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."

"The only potential concern is professional services. They are capable, but like to bill on an hourly basis."

"I do not think it is worth the value."

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

"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."

"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."

"This is a subscription-based, SaaS solution."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

Manufacturing Company

Performing Arts

Computer Software Company

31%

Financial Services Firm

13%

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Comparisons

ServiceNow vs Clarity SM

Compared 100% of the time

More Clarity SM Competitors

PagerDuty Operations Cloud vs xMatters

Compared 45% of the time

Everbridge IT Alerting vs xMatters

Compared 24% of the time

Opsgenie vs xMatters

Compared 17% of the time

ServiceNow vs xMatters

Compared 9% of the time

OnSolve Platform for Critical Event Management vs xMatters

Compared 5% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

Clarity SM

July 2025

Download Clarity SM product report

Buyer's Guide

xMatters

June 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)

June 2025

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