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Clarity SM Logo
1,800 views|1,086 comparisons
ServiceNow Logo
53,091 views|33,606 comparisons
Featured Review
Find out what your peers are saying about Clarity SM vs. ServiceNow and other solutions. Updated: November 2021.
552,027 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The in-service catalog is quite useful.""The initial setup is pretty straightforward.""The most valuable features are the requests and incident tracking.""Self-service interface means people can check their own tickets.""Time sheets are a powerful tool.""As of late, I really like the BI functions."

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"It is robust and very user-friendly.""Very good incident management, chain management and problem management features.""Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports.""The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way.""In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow.""You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider.""Very easy to implement and to respond to my clients' needs.""I have found the workflows and integration the most valuable in this solution."

More ServiceNow Pros »

Cons
"Report solutions are a little short.""The cost of this solution is too high, which is why we're leaving.""Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience.""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.""It doesn't yet have the ability to integrate with other products."

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"The solution should offer better security when it comes to storing data.""The high price is a huge barrier in Portugal.""The pricing of the solution could be better. It's a bit high.""Performance could be improved.""The interface requires an upgrade.""It's not user-friendly by default, but it can be customized to be customer-friendly.""I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.""Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."

More ServiceNow Cons »

Pricing and Cost Advice
Information Not Available
"The licenses are expensive.""ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM.""The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified.""The price is okay for us. It's reasonable.""This is a pretty expensive product, so the licensing could be better.""I know that it's not too bad because people continue to use it and they are happy to renew up their contract.""The price of this solution is expensive.""For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

More ServiceNow Pricing and Cost Advice »

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Questions from the Community
Top Answer: The initial setup is pretty straightforward.
Top Answer: Nowadays, the solution is not so cheap, If can be a bit expensive. When we did some research last year, we noted the pricing was near the top and on the more expensive side.
Top Answer: The user interface is a little bit old and not so mainstream. Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that… more »
Top Answer: Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
Top Answer: For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise.
Top Answer: For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees.
Ranking
11th
out of 55 in Help Desk Software
Views
1,800
Comparisons
1,086
Reviews
6
Average Words per Review
631
Rating
7.3
1st
out of 55 in Help Desk Software
Views
53,091
Comparisons
33,606
Reviews
58
Average Words per Review
598
Rating
8.1
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
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...

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

Offer
Learn more about Clarity SM
Learn more about ServiceNow
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
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
REVIEWERS
Healthcare Company28%
Financial Services Firm22%
Government7%
Pharma/Biotech Company4%
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider11%
Government7%
Retailer5%
REVIEWERS
Financial Services Firm17%
Computer Software Company15%
Healthcare Company10%
Manufacturing Company10%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider15%
Government8%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business18%
Midsize Enterprise15%
Large Enterprise67%
REVIEWERS
Small Business19%
Midsize Enterprise13%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business20%
Midsize Enterprise15%
Large Enterprise65%
Find out what your peers are saying about Clarity SM vs. ServiceNow and other solutions. Updated: November 2021.
552,027 professionals have used our research since 2012.

Clarity SM is ranked 11th in Help Desk Software with 6 reviews while ServiceNow is ranked 1st in Help Desk Software with 61 reviews. Clarity SM is rated 7.4, while ServiceNow is rated 8.2. The top reviewer of Clarity SM writes "Saves us time and money with a great self-service interface". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". Clarity SM is most compared with JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus, SCSM and SysAid, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Microsoft PowerApps, ManageEngine ServiceDesk Plus and Appian. See our Clarity SM vs. ServiceNow 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.