Cherwell Service Management vs Clarity SM comparison

Ivanti and Broadcom are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #27, while Broadcom is ranked #21. Ivanti holds a 1.7% mindshare in ISM, compared to Broadcom’s 1.7% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 85% of Broadcom users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,086 Views
836 Comparison Views

80% willing to recommend

Clarity SM

Read 107 Clarity SM reviews

2,446 Views
1,859 Comparison Views

85% willing to recommend

Cherwell Service Management

Clarity SM

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

Clarity SM and Cherwell Service Management both compete in the IT service management industry, with unique strengths catering to various needs. Cherwell Service Management shows an advantage due to its comprehensive feature set, while Clarity SM is noted for positive feedback on pricing and support.

Features: Clarity SM is recognized for its customizable dashboards, seamless integration capabilities, and user-friendly interface. Cherwell Service Management stands out with robust automation features, scalability designed for enterprise growth, and a powerful service catalog integration.

Room for Improvement: Clarity SM could improve by enhancing reporting capabilities, providing more robust knowledge management, and offering greater scalability options. Cherwell Service Management would benefit from simplifying its setup process, refining user experience for non-technical users, and minimizing integration complexities with other tools.

Ease of Deployment and Customer Service: Clarity SM offers a straightforward deployment process with efficient customer support, ensuring an easy transition with little disruption. Cherwell Service Management, while having a more challenging deployment, is supported by an extensive network that aids users during setup, making it suitable for larger organizations.

Pricing and ROI: Clarity SM offers a cost-effective model that appeals to smaller businesses by enabling quicker ROI with lower initial investment requirements. Cherwell Service Management, demanding a higher initial expenditure, promises a substantial ROI due to its extensive features and scalability, offering value to organizations ready for significant investment in IT solutions.

To learn more, read our detailed Cherwell Service Management vs. Clarity SM Report (Updated: March 2026).

Buyer's Guide

Cherwell Service Management vs. Clarity SM

March 2026

Download the complete report

Helped 884,797 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

Cherwell Service Management

Ranking in Help Desk Software

28th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Clarity SM

Ranking in Help Desk Software

22nd

Ranking in IT Service Management (ITSM)

21st

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

107

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.7%, up from 0.7% compared to the previous year. The mindshare of Clarity SM is 1.7%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Clarity SM	1.7%
Cherwell Service Management	1.7%
Other	96.6%

IT Service Management (ITSM)

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

Read full review

Sandip Kheni

Lead Developer at STL - Sterlite Technologies Limited

Allows for customization of the service desk manager

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 should provide a customization source for this new UI. It could turn out to be very good for the end-user experience.

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

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The dashboard and the reporting functionality are the solution's most valuable features."

"The dashboard is very useful to get a quick overview of current tasks."

"All our activities are carried out in the one place."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The most valuable features are problem management and change management."

"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."

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

"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."

"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."

"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."

"The initial setup is pretty straightforward."

"When users have a problem, they report using Service Desk and it is very useful for this."

More Clarity SM pros

Cons

"Access is only available if we're on VPN."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The stability, specifically in the on-premises deployment model, could be improved."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."

"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."

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

"Compared to some of the other products, I think we are bit behind."

"The API is very, very bad so we developed our own."

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

"The cost of this solution is too high, which is why we're leaving."

"The upgrade was pretty complex."

More Clarity SM cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"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!"

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

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

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

"The pricing is based on a subscription model."

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

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

884,797 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

13%

Manufacturing Company

12%

Energy/Utilities Company

11%

Healthcare Company

10%

Marketing Services Firm

13%

Financial Services Firm

12%

Media Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	15
Large Enterprise	66

Comparisons

ServiceNow vs Cherwell Service Management

Compared 29% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 16% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 8% of the time

Freshservice vs Cherwell Service Management

Compared 7% of the time

JIRA Service Management vs Cherwell Service Management

Compared 6% of the time

More Cherwell Service Management Competitors

JIRA Service Management vs Clarity SM

Compared 18% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

Serviceaide ChangeGear vs Clarity SM

Compared 7% of the time

BMC Helix ITSM vs Clarity SM

Compared 7% of the time

SCSM vs Clarity SM

Compared 6% of the time

More Clarity SM Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Cherwell Service Management product report

Buyer's Guide

Clarity SM

March 2026

Download Clarity SM product report

Also Known As

No data available

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

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

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

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

Buyer's Guide

Cherwell Service Management vs. Clarity SM

March 2026

Free Report: Cherwell Service Management vs. Clarity SM

Find out what your peers are saying about Cherwell Service Management vs. Clarity SM and other solutions. Updated: March 2026.

DOWNLOAD NOW

884,797 professionals have used our research since 2012.

See our Cherwell Service Management vs. Clarity SM report.

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

We monitor all IT Service Management (ITSM) 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.