No more typing reviews! Try our Samantha, our new voice AI agent.

Clarity SM vs SymphonyAI IT Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
Ranking in Help Desk Software
18th
Ranking in IT Service Management (ITSM)
20th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
No ranking in other categories
SymphonyAI IT Service Manag...
Ranking in Help Desk Software
20th
Ranking in IT Service Management (ITSM)
19th
Average Rating
7.6
Reviews Sentiment
6.6
Number of Reviews
6
Ranking in other categories
IT Asset Management (12th)
 

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 2.3%, up from 1.1% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.8%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
SymphonyAI IT Service Management1.8%
Clarity SM2.3%
Other95.9%
IT Service Management (ITSM)
 

Featured Reviews

Türker Kara - PeerSpot reviewer
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…
AS
Senior Practitioner at a outsourcing company with 1,001-5,000 employees
Comprehensive IT service processes have been supported but customization and support need improvement
All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good. SymphonyAI IT Service Management does not have too many integrations and does not have too many out-of-the-box integrations compared to other peers in the market. I think that is the only place where they lack. However, they did have a functionality where we could build our own integration, so we were using that. If they had any out-of-the-box capabilities for some of the common infrastructure tools, that would have been easier for us. The out-of-the-box functionalities were good, including AI. However, the moment we had to customize options, that becomes very difficult with SymphonyAI IT Service Management. As long as we were using out-of-the-box, it worked great.

Quotes from Members

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

Pros

"The most valuable feature are the time sheets, it's a very powerful tool."
"Provides quicker resolution of all tickets with SLA management; reporting is quick and easy; tickets can be tracked and escalations can be handled by the correct teams."
"For me, personally, the ease of interface is the most valuable feature."
"The scoreboard allows me to check for high-priority tickets, check status of tickets I created and search for tickets with keyword searches among other plusses."
"In addition to IT, we also use this product on our business side to manage lobby flow for clients and workflow for our client service staff, and the product has allowed us to efficiently manage workflow, measure performance, and analyze customer service measures."
"It is a bit expensive, but you definitely get what you pay for."
"It keeps all of our changes in one spot, so it's easy for management to see any given changes that are happening, and how they cross pollinate with CMDB."
"For organizations that are beyond the startup phase but are still not very huge, this is the ticketing system to choose."
"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The product has the best features for ITSM."
"It is a good tool to use."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
 

Cons

"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life."
"I would like to see probably not so many individual modules where it kind of wraps it all together."
"Honestly, I would like to see them really change the UI for the user experience for the Service Management piece, or the Service Desk Manager piece, to match the unified self-service, so it looks more modern and more sleek."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"Because there are so many different modules, the initial setup is not that straightforward."
"Service Desk is not perceived as one of the better products in this space."
"Report solutions are a little short."
"The thing that gets me is they sell it as a customizable tool, but the more customizations you add to it, the less stable it becomes."
"Integration was a major limitation with SummitAI."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"I would like them to add software inventory in the next release. We don't have that right now."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."
"I would like them to add software inventory in the next release. We don't have that right now."
 

Pricing and Cost Advice

"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"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 solution is quite reasonable compared to other solutions in the market."
"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 pricing is based on a subscription model."
"Pricing is simple, as it’s per concurrent analysts."
"The product's cost is average."
"SummitAI IT Management Suite's pricing is a bit expensive."
"We have a regular license."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
893,311 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
30%
Marketing Services Firm
8%
Construction Company
6%
Manufacturing Company
6%
Manufacturing Company
13%
Construction Company
9%
Financial Services Firm
7%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise6
Large Enterprise4
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for SummitAI IT Management Suite?
Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competitive if you look at an overall picture.
What needs improvement with SummitAI IT Management Suite?
I have not worked on their AI-driven analytics, so I am not sure about that capability. I do not know if it would be true for now, because when I left, I just had a demo about their AI capabilities...
What is your primary use case for SummitAI IT Management Suite?
We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well. We have not used Orchestration so far, but if we get an opportunity for another customer, we will definitely us...
 

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
Summus IT Management Suite
 

Overview

 

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
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Find out what your peers are saying about Clarity SM vs. SymphonyAI IT Service Management and other solutions. Updated: May 2026.
893,311 professionals have used our research since 2012.