Clarity SM vs SymphonyAI IT Service Management comparison

Broadcom and SymphonyAI are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #22, while SymphonyAI is ranked #24. Broadcom holds a 1.6% mindshare in ISM, compared to SymphonyAI’s 1.7% 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

2,071 Views
1,553 Comparison Views

85% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

1,526 Views
824 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 881,757 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

22nd

Ranking in IT Service Management (ITSM)

22nd

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

26th

Ranking in IT Service Management (ITSM)

24th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (15th)

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.6%, up from 1.1% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
Clarity SM	1.6%
SymphonyAI IT Service Management	1.7%
Other	96.7%

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

"As of late, I really like the BI functions."

"Scalability is very good. We have scaled to more users and more functionality."

"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."

"It helps when you have an incident or performing a problem change management process."

"Logging every action in Service Desk Manager (SDM)."

"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."

"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."

"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."

More Clarity SM pros

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

"The product has the best features for ITSM."

"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."

Cons

"It doesn't yet have the ability to integrate with other products."

"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."

"Report solutions are a little short."

"The upgrade was pretty complex."

"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."

"There are some issues regarding the knowledge base and the configuration manager."

"We would like the CMDB to be populated automatically. At the moment, everything is manually created."

"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."

More Clarity SM cons

"Integration was a major limitation with SummitAI."

"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."

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

Pricing and Cost Advice

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

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

"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."

"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!"

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

"The pricing is based on a subscription model."

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

"We have a regular license."

"The product's cost is average."

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Top Industries

By visitors reading reviews

Marketing Services Firm

14%

Financial Services Firm

12%

Performing Arts

Media Company

Manufacturing Company

15%

Government

Computer Software Company

Performing Arts

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

Comparisons

JIRA Service Management vs Clarity SM

Compared 20% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

Vision Helpdesk vs Clarity SM

Compared 7% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

Serviceaide ChangeGear vs Clarity SM

Compared 5% of the time

More Clarity SM Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 27% 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

Zoho Desk vs SymphonyAI IT Service Management

Compared 4% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

Clarity SM

February 2026

Download Clarity SM product report

Buyer's Guide

IT Service Management (ITSM)

January 2026

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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