Clarity SM vs SymphonyAI IT Service Management comparison

Broadcom and SymphonyAI are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #23, while SymphonyAI is ranked #18 with an average rating of 7.0. Broadcom holds a 1.6% mindshare in ISM, compared to SymphonyAI’s 1.8% 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

1,652 Views
1,206 Comparison Views

85% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

1,383 Views
719 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: January 2026).

Buyer's Guide

Clarity SM vs. SymphonyAI IT Service Management

January 2026

Download the complete report

Helped 881,082 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)

23rd

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)

18th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (14th)

Mindshare comparison

As of January 2026, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.6%, up from 1.2% 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) Market Share Distribution
Product	Market Share (%)
SymphonyAI IT Service Management	1.8%
Clarity SM	1.6%
Other	96.6%

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

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

"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 fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."

"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."

"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."

"Self-service interface means people can check their own tickets."

"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."

"Modules of integrated ITIL managers."

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."

"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."

"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."

Cons

"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."

"The SDM administration and customisation needS deep information about architecture and vendor support continuously."

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

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

"The product needs to have a better user experience in the interface and mobile functionality."

"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."

"They should enhance the service desk manager's service point function to be more customizable."

"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."

More Clarity SM cons

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

"There could be flexibility in terms of customization."

"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."

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."

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

"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."

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

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

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

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

"The pricing is based on a subscription model."

"We have a regular license."

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

"The product's cost is average."

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881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

13%

Media Company

10%

Performing Arts

10%

Manufacturing Company

16%

Computer Software Company

Government

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	20
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 22% of the time

ServiceNow vs Clarity SM

Compared 12% of the time

Vision Helpdesk vs Clarity SM

Compared 8% of the time

SCSM vs Clarity SM

Compared 6% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

More Clarity SM Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 31% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 11% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 7% of the time

Zendesk vs SymphonyAI IT Service Management

Compared 5% of the time

Symantec Server Management Suite vs SymphonyAI IT Service Management

Compared 4% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

Clarity SM

January 2026

Download Clarity SM product report

Buyer's Guide

IT Service Management (ITSM)

December 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

January 2026

Free Report: Clarity SM vs. SymphonyAI IT Service Management

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