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 7.1% 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

1,008 Views
766 Comparison Views

85% willing to recommend

xMatters

Read 31 xMatters reviews

1,053 Views
842 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: September 2025).

Buyer's Guide

IT Service Management (ITSM)

September 2025

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Helped 867,349 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 7.1% mindshare, down 8.0% since last year.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Clarity SM	1.2%
ServiceNow	21.5%
JIRA Service Management	8.8%
Other	68.5%

IT Service Management (ITSM)

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
xMatters	7.1%
PagerDuty Operations Cloud	22.5%
Opsgenie	13.7%
Other	56.7%

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…

Read full review

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."

"This product has so many adjustment possibilities for many different clients."

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

"We are benefiting by being able to put time to what our technicians are doing."

"It helps when you have an incident or performing a problem change management process."

"Logging every action in Service Desk Manager (SDM)."

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

"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."

More Clarity SM pros

"Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event."

"The cloud solution reduces alarming to the core, which means no need to provision your server, which is great."

"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 automatic logging that's built into xMatters, especially the timeline of events, is very helpful because we can figure out why a particular person got a call... Having that level of detail built-in makes it really easy for me or the managers to prove that's what happened, and we can self-serve that information. It gives people the autonomy to know why they got a call."

"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."

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

"We're able to point all of our alerting tools at xMatters and have it route alerts to the right people at the right time. We're able to generate major instant notifications for product outages, get all of our people on the bridge at the same time, and include information from our monitoring tools with that. So everyone is speaking the same language and seeing the same information. We're able to route those notifications not only to people, but also to other tools like Slack channels, where everyone can get in and collaborate."

"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."

More xMatters pros

Cons

"More user experience in the look and feel of the application. "

"The product needs to have a better user experience in the interface and mobile functionality."

"If I had to choose, it would be more around the user interface than the mobile experience."

"We would like more information about all the configurations that we have on our infrastructure side."

"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."

"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."

"They really want user names in the document owner and subject expert fields, and that is just not practical."

"One area that this product can improve is in the mobile user aspect."

More Clarity SM cons

"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."

"On-call management scheduling is difficult."

"The only thing that has caught us out a little bit is that on certain screens, you don't have the same admin options. There should be more consistency with the admin options because not all screens provide you with the same options. As an administrator, it feels like they should always be there. For example, on some screens, there is an Export button that provides fantastic, detail-rich exports, which obviously are very handy because then you can, as an administrator, do your administration, and extract what has been done to share with or prove to others. However, the Export button is not always present, and on the screens where it isn't, you miss it. You're like, "Oh, where's the Export button?", which can be quite problematic. There should be more consistency in the UI in terms of available options for anything that is referenced data or configurable. If you can put it in, there should be a way to run an export function to essentially pull it out. That's the only improvement that I can really think of."

"An additional knowledge-sharing program could be helpful and part of the demo workshops (right now, these only provide partial information)."

"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."

"One of the main reasons why we don't use xMatters for monitoring and alerting is that it doesn't use the rota to call the person who's on-call. It doesn't look up the rota to find out who's on-call and then contacts that person directly. I am not sure if this has changed now, but the last time we checked, this functionality wasn't there. This is one of the main improvements. We're happy with the rest of it."

"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."

"They could make the product more customizable."

More xMatters cons

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."

"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."

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

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

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

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

"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."

"Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later."

"The cost depends very much on the company's size and usage. We're a very high use case compared to many companies, so we had to consider licensing costs carefully. If we added all our users, that would be 30,000, and that's no good; we wouldn't have been able to afford it. For example, we had to put in customization to sync across on-call users. For the license per user, the price is very reasonable and comparable to ServiceNow when factoring in everything that needs to get up and running."

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

"Then, in pricing, you are limited on your number of SMS messages that you can send a month and the licensing cost annually."

"Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features."

"If you are willing to pay for the licensing of it, it is able to scale out."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Performing Arts

12%

Manufacturing Company

Computer Software Company

Financial Services Firm

Computer Software Company

29%

Performing Arts

Financial Services Firm

Insurance 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

ServiceNow vs Clarity SM

Compared 46% of the time

JIRA Service Management vs Clarity SM

Compared 42% of the time

Vision Helpdesk vs Clarity SM

Compared 12% of the time

More Clarity SM Competitors

PagerDuty Operations Cloud vs xMatters

Compared 49% of the time

Everbridge IT Alerting vs xMatters

Compared 25% of the time

Opsgenie vs xMatters

Compared 17% of the time

ServiceNow vs xMatters

Compared 10% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

Clarity SM

September 2025

Download Clarity SM product report

Buyer's Guide

xMatters

August 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)

September 2025

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