Clarity SM Overview

Clarity SM is the #10 ranked solution in our list of top IT Service Management (ITSM) tools. It is most often compared to ServiceNow: Clarity SM vs ServiceNow

What is Clarity SM?

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...

Clarity SM is 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.

Clarity SM Buyer's Guide

Download the Clarity SM Buyer's Guide including reviews and more. Updated: July 2021

Clarity SM Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini

Clarity SM Video

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Makhosonke-Matshoba
ESM Specialist at Gijima
Real User
Top 5
Saves us time and money with a great self-service interface

What is our primary use case?

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 management perspective which integrates or interfaces into CA SDM for ticket logging. We also use it to check the SLA using what is referred to as the embedded service desk. We're about to introduce service catalog. It's one of the CA products that integrate nicely with it so we'll be using the new features of self-service and the xFlow engine. I'm an ITSM specialist and we have a partnership with… more »

Pros and Cons

  • "Self-service interface means people can check their own tickets."
  • "It doesn't yet have the ability to integrate with other products."

What other advice do I have?

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 recommend it because it does add value to the business. I would rate this solution an eight out of 10.
Makhosonke-Matshoba
ESM Specialist at Gijima
Real User
Top 5
Good IT lifecycle management and BI functionality

What is our primary use case?

We are a solution provider and this is one of the systems that we implement for our clients. This solution covers most of the IT lifecycle. The emphasis is mainly on incident management, change management, program management, and request fulfillment. We also have the System Management patch for network monitoring.

Pros and Cons

  • "As of late, I really like the BI functions."
  • "The CA products integrate well together but I would like to see better integration with third-party solutions."

What other advice do I have?

We are currently two versions behind but we are in a project to upgrade to the latest version, 17.2. It is appealing to me because I will have access to the AIOps modules. I am also interested in moving to the cloud-based solution because it is easier to deploy. There are better technologies available in the cloud, it is easier to manage, and there is a high availability aspect. I think that it would be much better but we are often restricted by the customer, who cannot always have data on the cloud. For example, two of our customers are state-owned enterprises and their data cannot be on the…
Learn what your peers think about Clarity SM. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
521,690 professionals have used our research since 2012.
TS
IT Administrator / Help Desk Platform at Inter cars
Real User
Stable with a straightforward setup, but overall quite expensive

What is our primary use case?

We primarily use the solution for incident and change management.

Pros and Cons

  • "The in-service catalog is quite useful."
  • "The cost of this solution is too high, which is why we're leaving."

What other advice do I have?

We're using an older version of the solution. It's my understanding that in the 17.2 version there is a completely different customer portal. I would recommend the solution, even though we are leaving it behind. I know another big company in Poland, which is an insurance company. They use this product and they've upgraded to the latest version. They have good knowledge and good experience with this product and they are using also the CMDB and the knowledge database, which is more of the product than we use. They are quite satisfied with the results they get from it. I'd rate the solution seven…
Marcos L. Domingos
Support Analyst, Lead at Sonda IT
Real User
Top 5Leaderboard
Easy to use, good integration with ITIL processes, and good customization

What is our primary use case?

We use this solution to improve user experience. With the new xFlow and Service Point features, we are able to bring users even further to our side. This is a huge gain when we look at a heterogeneous environment in terms of culture and variety of systems in operation. Demonstrating ease of use and interaction for end users along the same line of usability for support analysts was a key factor in the success of the deployment.

Pros and Cons

  • "XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
  • "Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."

What other advice do I have?

Try to focus on Knowledge Management and CMDB. Use CA Productivity Accelerator to learn and automate CMDB integration as much as possible.
DF
Project Manager at a mining and metals company with 10,001+ employees
Real User
Comprehensive reporting and incident tracking, but visualizations would be helpful

What is our primary use case?

We are primarily using this solution for incident requests. We track our CI CMDB change requests. We are using Service Desk Manager in a wide scope that is not in a single location but across Europe.

Pros and Cons

  • "The most valuable features are the requests and incident tracking."
  • "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."

What other advice do I have?

My advice to anybody who is implementing this solution is to be patient. It is going to take effort and time to properly deploy. I would rate this solution a seven out of ten.
Manuela Arriaga
Project Manager at Mutualidad de la Abogacía
Real User
Top 20
Time sheets are a powerful tool; report solutions could be improved

What is our primary use case?

Our primary use case for Clarity is to manage portfolios and projects, and to manage the software. 

What is most valuable?

The most valuable feature are the time sheets, it's a very powerful tool.

What needs improvement?

The report solutions are a little short and that could be improved. It's possible that part of the issue is the customization because we had the tool customized for our clients. Clarity is also quite an expensive solution and it would be helpful if the cost was reduced. 

For how long have I used the solution?

I've been using this solution for eight years. 

How was the initial setup?

The initial setup was complex, it's possible that the integrations between this tool and other tools like Quality Center, ALM may have made the…
Buyer's Guide
Download our free Clarity SM Report and get advice and tips from experienced pros sharing their opinions.