Clarity SM vs SymphonyAI IT Service Management comparison

Broadcom and SymphonyAI are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #27, while SymphonyAI is ranked #22 with an average rating of 7.0. Broadcom holds a 1.2% mindshare in ISM, compared to SymphonyAI’s 1.6% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

1,038 Views
789 Comparison Views

85% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

1,107 Views
531 Comparison Views

100% willing to recommend

Clarity SM

SymphonyAI IT Service Manag...

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and SymphonyAI IT Service Management are prominent products in the IT service management market. While Clarity SM is known for its cost-effectiveness and supportive services, SymphonyAI IT Service Management is favored for its extensive features, providing notable value despite its higher price.

Features: Clarity SM is known for its seamless integration, easy-to-use reporting tools, and efficient incident management. SymphonyAI IT Service Management provides advanced analytics, AI-driven automation, and comprehensive knowledge management, catering to diverse IT service demands.

Room for Improvement: Clarity SM can enhance its analytics capabilities, automation features, and expand its knowledge management functionalities. SymphonyAI IT Service Management might focus on lowering costs, simplifying feature complexity, and making its user interface more intuitive.

Ease of Deployment and Customer Service: Clarity SM benefits from an uncomplicated deployment process and accessible customer support, which is attractive for companies seeking swift implementation. SymphonyAI IT Service Management also offers seamless deployment but is distinguished by dedicated service teams that offer tailor-made solutions for clients.

Pricing and ROI: Clarity SM is appreciated for lower setup costs and a strong ROI due to an affordable structure and performance. In contrast, SymphonyAI IT Service Management requires a higher initial investment, compensating with enhanced long-term ROI through superior capabilities and operational efficiency.

To learn more, read our detailed Clarity SM vs. SymphonyAI IT Service Management Report (Updated: September 2025).

Buyer's Guide

Clarity SM vs. SymphonyAI IT Service Management

September 2025

Download the complete report

Helped 868,787 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

Clarity SM

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

27th

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

22nd

Ranking in IT Service Management (ITSM)

22nd

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (15th)

Mindshare comparison

As of October 2025, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.2%, up from 1.2% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.6%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
SymphonyAI IT Service Management	1.6%
Clarity SM	1.2%
Other	97.2%

IT Service Management (ITSM)

Featured Reviews

Türker Kara

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…

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Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

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

"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."

"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."

"It is easy to tell what needs fixing and the priority of things."

"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 flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."

"We are benefiting by being able to put time to what our technicians are doing."

"It is the most stable product in the market."

"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."

More Clarity SM pros

"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."

"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 product has the best features for ITSM."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

Cons

"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."

"We would like more information about all the configurations that we have on our infrastructure side."

"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."

"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."

"Report solutions are a little short."

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

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

"Ease of support and upgrades need much improvement."

More Clarity SM cons

"I would like them to add software inventory in the next release. We don't have that right now."

"Integration was a major limitation with SummitAI."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"There could be flexibility in terms of customization."

Pricing and Cost Advice

"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."

"It is a bit expensive, but you definitely get what you pay for. It is worth it!"

"The pricing is based on a subscription model."

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

"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."

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

"We have a regular license."

"The product's cost is average."

"SummitAI IT Management Suite's pricing is a bit expensive."

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868,787 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Performing Arts

13%

Computer Software Company

Financial Services Firm

Manufacturing Company

16%

Financial Services Firm

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	15
Large Enterprise	66

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	3

Questions from the Community

Ask a question

Earn 20 points

What do you like most about SummitAI IT Management Suite?

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.

See all answers

What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...

See all answers

What is your primary use case for SummitAI IT Management Suite?

We mainly used it as a ticketing tool for our IT services. It wasn't bad, but the reporting wasn't great, which is one reason we decided to switch.

See all answers

Comparisons

JIRA Service Management vs Clarity SM

Compared 48% of the time

ServiceNow vs Clarity SM

Compared 37% of the time

Vision Helpdesk vs Clarity SM

Compared 14% of the time

More Clarity SM Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 58% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 17% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 12% of the time

BMC Helix ITSM vs SymphonyAI IT Service Management

Compared 6% of the time

RF Code CenterScape vs SymphonyAI IT Service Management

Compared 6% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

Clarity SM

October 2025

Download Clarity SM product report

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download SymphonyAI IT Service Management product report

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

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

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

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

Buyer's Guide

Clarity SM vs. SymphonyAI IT Service Management

September 2025

Free Report: Clarity SM vs. SymphonyAI IT Service Management

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