Clarity SM vs TOPdesk comparison

Broadcom and TOPdesk are both solutions in the Help Desk Software category. Broadcom is ranked #22, while TOPdesk is ranked #17 with an average rating of 7.5. Broadcom holds a 1.6% mindshare in HDS, compared to TOPdesk’s 2.1% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

2,071 Views
1,615 Comparison Views

85% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,635 Views
1,275 Comparison Views

84% willing to recommend

Clarity SM

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and TOPdesk both compete in the service management category, with Clarity SM having the upper hand in advanced data integration and customization capabilities.

Features: Clarity SM is known for its advanced data integration capabilities, allowing extensive customization beyond standard use cases. It offers dynamic data integration and facilitates detailed SLA calculations. TOPdesk is appreciated for its intuitive design, ease of use, and user-friendly dashboard, providing quick accessibility.

Room for Improvement: Clarity SM has challenges with scalability, requiring substantial investment for integration, and outdated user interface design. Its stability and reporting processes are also concerns. TOPdesk needs improvements in real-time reporting and interface updates, along with enhanced AI-driven automation and integration options.

Ease of Deployment and Customer Service: Clarity SM supports on-premises and public cloud deployments, catering to diverse organizational needs, but faces criticism for inconsistent support and technical assistance. TOPdesk offers smoother on-premises deployment but struggles with long implementation times and slow customer service.

Pricing and ROI: Clarity SM incurs higher costs due to its extensive capabilities and complex licensing structure, making it ideal for large enterprises. TOPdesk offers a more affordable pricing model, recognized as cost-effective without compromising essential features.

To learn more, read our detailed Clarity SM vs. TOPdesk Report (Updated: January 2026).

Buyer's Guide

Clarity SM vs. TOPdesk

January 2026

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Helped 881,733 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

TOPdesk

Ranking in Help Desk Software

17th

Ranking in IT Service Management (ITSM)

15th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the Help Desk Software category, the mindshare of Clarity SM is 1.6%, up from 1.0% compared to the previous year. The mindshare of TOPdesk is 2.1%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
TOPdesk	2.1%
Clarity SM	1.6%
Other	96.3%

Help Desk Software

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…

Read full review

Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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

"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."

"The in-service catalog is quite useful."

"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."

"It's fairly easy to use, from a UI standpoint."

"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."

"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 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."

"The value for the clients is that you can save information in the application and get reports with that information."

More Clarity SM pros

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"Its ITSM approach is quite useful."

"The most valuable feature of this solution is the incident management module."

"Change management is the most critical feature."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"The most valuable feature of the solution is the ticketing feature."

"The most valuable feature of TOPdesk is the reports."

More TOPdesk pros

Cons

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

"If I had to choose, it would be more around the user interface than the mobile experience."

"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."

"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 interface for the users is a bit old-fashioned and not user-friendly."

"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."

"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."

More Clarity SM cons

"The solution should be made more user-friendly."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"Change management implementation, facility management, and making reservations on assets can be improved."

"An operator is also a user but requires creating two different records."

"The solution's change management could be better."

More TOPdesk cons

Pricing and Cost Advice

"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."

"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."

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

"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."

"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 are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"TOPdesk's pricing is cheaper than Jira's."

"The solution is inexpensive compared to competitors."

"The solution's pricing is reasonable and not expensive."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

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Top Industries

By visitors reading reviews

Marketing Services Firm

14%

Financial Services Firm

12%

Performing Arts

Media Company

Computer Software Company

13%

Educational Organization

11%

Manufacturing Company

Healthcare Company

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	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

Ask a question

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What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...

See all answers

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a particular person or visiting their desk, I ask employees to raise a ticket for servi...

See all answers

Comparisons

JIRA Service Management vs Clarity SM

Compared 21% of the time

ServiceNow vs Clarity SM

Compared 10% of the time

Vision Helpdesk vs Clarity SM

Compared 7% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

ManageEngine ServiceDesk Plus vs Clarity SM

Compared 5% of the time

More Clarity SM Competitors

ServiceNow vs TOPdesk

Compared 22% of the time

JIRA Service Management vs TOPdesk

Compared 12% of the time

GLPI by Teclib vs TOPdesk

Compared 7% of the time

Freshdesk vs TOPdesk

Compared 7% of the time

BMC FootPrints Service Core vs TOPdesk

Compared 4% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Clarity SM

February 2026

Download Clarity SM product report

Buyer's Guide

Help Desk Software

January 2026

Download TOPdesk 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

No data available

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

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

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

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

Clarity SM vs. TOPdesk

January 2026

Free Report: Clarity SM vs. TOPdesk

Find out what your peers are saying about Clarity SM vs. TOPdesk and other solutions. Updated: January 2026.

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