Clarity SM vs SymphonyAI IT Service Management comparison

Broadcom and SymphonyAI are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #19 with an average rating of 8.0, while SymphonyAI is ranked #25 with an average rating of 7.0. Broadcom holds a 1.2% mindshare in ISM, compared to SymphonyAI’s 1.5% 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

559 Views
355 Comparison Views

85% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

429 Views
328 Comparison Views

100% willing to recommend

Clarity SM

SymphonyAI IT Service Manag...

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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 2025).

Buyer's Guide

Clarity SM vs. SymphonyAI IT Service Management

January 2025

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Helped 831,265 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

21st

Ranking in IT Service Management (ITSM)

19th

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

23rd

Ranking in IT Service Management (ITSM)

25th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (15th)

Mindshare comparison

As of January 2025, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.2%, down from 1.2% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.5%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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.

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Quotes from Members

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

Pros

"It has allowed us to be more efficient in our problem and change management processes and procedures."

"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."

"It has given us the ability to automate a lot of tasks, things we couldn't do before."

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

"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."

"When users have a problem, they report using Service Desk and it is very useful for this."

"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."

"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."

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."

"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

"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."

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

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

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

"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."

"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."

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

"Ease of support and upgrades need much improvement."

More Clarity SM cons

"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."

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

Pricing and Cost Advice

"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."

"The pricing is based on a subscription model."

"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."

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

"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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831,265 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

15%

Manufacturing Company

12%

Financial Services Firm

12%

Real Estate/Law Firm

Financial Services Firm

17%

Computer Software Company

14%

Manufacturing Company

14%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Clarity SM?

It is the most stable product in the market.

See all answers

What is your experience regarding pricing and costs for Clarity SM?

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

See all answers

What needs improvement with Clarity SM?

They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they...

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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 is your experience regarding pricing and costs for SummitAI IT Management Suite?

The product's cost is average. It used to be inexpensive, but now they have added many functionalities. Still, it is cheaper than other more significant tools in the market. The suite is not just l...

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

Comparisons

ServiceNow vs Clarity SM

Compared 81% of the time

BeyondTrust Remote Support vs Clarity SM

Compared 19% of the time

More Clarity SM Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 79% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 21% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

Clarity SM

January 2025

Download Clarity SM product report

Buyer's Guide

IT Service Management (ITSM)

January 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

Learn More

Broadcom

SymphonyAI

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...

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.

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 2025

Free Report: Clarity SM vs. SymphonyAI IT Service Management

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