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Clarity SM vs SymphonyAI IT Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
26th
Ranking in IT Service Management (ITSM)
28th
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
5
Ranking in other categories
IT Asset Management (15th)
 

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.0%, down from 1.2% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.6%, 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 - PeerSpot reviewer
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…
Abhishek Bhosle - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"This product has so many adjustment possibilities for many different clients."
"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."
"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 allowed us to be more efficient in our problem and change management processes and procedures."
"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."
"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."
"The value for the clients is that you can save information in the application and get reports with that information."
"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."
"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."
"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 most valuable feature is remote access. People are working from home, and we can take remote access through it."
 

Cons

"There are some issues regarding the knowledge base and the configuration manager."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"​We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"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."
"The upgrade was pretty complex."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"Ease of support and upgrades need much improvement."
"The cost of this solution is too high, which is why we're leaving."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
 

Pricing and Cost Advice

"I think pricing of this model is suitable for growing corporations."
"The solution is quite reasonable compared to other solutions in the market."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"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."
"The pricing is based on a subscription model."
"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 product's cost is average."
"We have a regular license."
"SummitAI IT Management Suite's pricing is a bit expensive."
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Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
16%
Manufacturing Company
10%
Government
6%
Financial Services Firm
15%
Computer Software Company
14%
Manufacturing Company
14%
Government
6%
 

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.
What is your experience regarding pricing and costs for Clarity SM?
The solution is quite reasonable compared to other solutions in the market.
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...
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.
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...
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...
 

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

 

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
Find out what your peers are saying about Clarity SM vs. SymphonyAI IT Service Management and other solutions. Updated: February 2025.
842,767 professionals have used our research since 2012.