Clarity SM vs OpenText Service Manager comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Clarity SM and OpenText Service Manager based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Clarity SM vs. OpenText Service Manager Report (Updated: March 2024).
765,234 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
"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 in-service catalog is quite useful.""Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies.""Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it.""It is the most stable product in the market.""The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works.​""This product has so many adjustment possibilities for many different clients.""the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."

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"We can have all our requests and incidents registered in one system.""It helps to register things, to see the changing parts, and to correlate incidents.""Service Manager's best features are flexibility and customizability.""It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature.""The design has been revamped in terms of GUI. The current interface is quite easy to read.""The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits.""A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure.""Service Manager gives us a single system where everything is centralized in one base."

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Cons
"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.""​Compared to some of the other products, I think we are bit behind​.​""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.""More user experience in the look and feel of the application. ​""The upgrade was pretty complex.""I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.""The CA products integrate well together but I would like to see better integration with third-party solutions.""We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."

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"Their end-user interface and technical support features could be improved.""There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other.""I don't see anything lacking.""Service Manager is at the end of its life. The architecture, performance, and look are all way behind.""Service Manager would be improved with access to automation.""Customization can be difficult at times because scripting is often required.""Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

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Pricing and Cost Advice
  • "I don't see anyone other than large companies being able to afford this system."
  • "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."
  • "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."
  • "The pricing is based on a subscription model."
  • "The solution is quite reasonable compared to other solutions in the market."
  • More Clarity SM Pricing and Cost Advice →

  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
  • "Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
  • "The license is not cheap."
  • "I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
  • "HP Service Manager has moderate pricing."
  • More OpenText Service Manager Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:It is the most stable product in the market.
    Top Answer:The solution is quite reasonable compared to other solutions in the market.
    Top Answer:They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they… more »
    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Ranking
    23rd
    out of 59 in Help Desk Software
    Views
    713
    Comparisons
    461
    Reviews
    4
    Average Words per Review
    366
    Rating
    7.8
    16th
    out of 59 in Help Desk Software
    Views
    1,445
    Comparisons
    961
    Reviews
    7
    Average Words per Review
    353
    Rating
    7.3
    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
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    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...

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    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
    resultspositive, Globicon
    Top Industries
    REVIEWERS
    Healthcare Company25%
    Financial Services Firm22%
    Government7%
    Comms Service Provider5%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm11%
    Manufacturing Company10%
    Real Estate/Law Firm6%
    REVIEWERS
    Financial Services Firm31%
    Comms Service Provider14%
    Aerospace/Defense Firm10%
    Computer Software Company7%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm14%
    Manufacturing Company12%
    Government7%
    Company Size
    REVIEWERS
    Small Business19%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise9%
    Large Enterprise61%
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise18%
    Large Enterprise65%
    Buyer's Guide
    Clarity SM vs. OpenText Service Manager
    March 2024
    Find out what your peers are saying about Clarity SM vs. OpenText Service Manager and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while OpenText Service Manager is ranked 16th in Help Desk Software with 48 reviews. Clarity SM is rated 7.8, while OpenText Service Manager is rated 7.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and BeyondTrust Remote Support, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and IBM Maximo. See our Clarity SM vs. OpenText Service Manager report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software 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.