Agiloft ITSM ITIL Service Desk Suite vs Clarity SM comparison

Agiloft and Broadcom are both solutions in the IT Service Management (ITSM) category. Agiloft is ranked #36, while Broadcom is ranked #21. Agiloft holds a 0.9% mindshare in ISM, compared to Broadcom’s 1.7% mindshare. Additionally, 80% of Agiloft users are willing to recommend the solution, compared to 85% of Broadcom users who would recommend it.

Agiloft ITSM ITIL Service D...

Read 1 Agiloft ITSM ITIL Service Desk Suite review

476 Views
462 Comparison Views

80% willing to recommend

Clarity SM

Read 107 Clarity SM reviews

2,446 Views
1,859 Comparison Views

85% willing to recommend

Agiloft ITSM ITIL Service D...

Clarity SM

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Agiloft ITSM ITIL Service Desk Suite and Clarity SM based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2026).

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download the complete report

Helped 885,286 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

Agiloft ITSM ITIL Service D...

Ranking in IT Service Management (ITSM)

36th

Average Rating

10.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Clarity SM

Ranking in IT Service Management (ITSM)

21st

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

107

Ranking in other categories

Help Desk Software (22nd)

Mindshare comparison

As of March 2026, in the IT Service Management (ITSM) category, the mindshare of Agiloft ITSM ITIL Service Desk Suite is 0.9%, up from 0.4% compared to the previous year. The mindshare of Clarity SM is 1.7%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
Clarity SM	1.7%
Agiloft ITSM ITIL Service Desk Suite	0.9%
Other	97.4%

IT Service Management (ITSM)

Featured Reviews

it_user536637

Lead IT Manager at a tech services company with 10,001+ employees

We use it for handling requests. It has reduced the IT staff required.

Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system

Read full review

Sandip Kheni

Lead Developer at STL - Sterlite Technologies Limited

Allows for customization of the service desk manager

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 should provide a customization source for this new UI. It could turn out to be very good for the end-user experience.

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

"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."

"Customizability. You can easily make your own tables and add fields."

"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."

"The most valuable features are the service catalog and process automation; in deployment, the ICT automation and self-service."

"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."

"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."

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

"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 improves our service delivery process, we're more efficient, and we're leveraging the ticketing system, which is always more efficient, so we can measure and improve."

More Clarity SM pros

Cons

"The GUI looks a little dated."

"The main problem is the one-point failure, where if one part of the application fails, the application as a whole fails."

"If you're looking comparably and relatively across Service Catalog that runs in the process management space, CA fell behind."

"The part of notification methods and satisfaction surveys remain almost unchanged."

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

"Sometimes we would like things to be a bit easier. I think the reporting could be something that would help and I think this happens with most of this sort of product is that you need a lot of reporting on these sort of solutions."

"The initial setup can be complex, especially if you want to track and notify on a variety of granular controls. However, the vendor oversells how easy it is and the training from CA is terrible."

"More user experience in the look and feel of the application. "

"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."

More Clarity SM cons

Pricing and Cost Advice

Information not available

"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."

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

"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!"

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

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

"The pricing is based on a subscription model."

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

885,286 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Marketing Services Firm

11%

Financial Services Firm

11%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	15
Large Enterprise	66

Comparisons

BMC Helix ITSM vs Agiloft ITSM ITIL Service Desk Suite

Compared 56% of the time

JIRA Service Management vs Agiloft ITSM ITIL Service Desk Suite

Compared 19% of the time

ServiceNow vs Agiloft ITSM ITIL Service Desk Suite

Compared 9% of the time

LiveAgent vs Agiloft ITSM ITIL Service Desk Suite

Compared 6% of the time

More Agiloft ITSM ITIL Service Desk Suite Competitors

JIRA Service Management vs Clarity SM

Compared 17% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

Serviceaide ChangeGear vs Clarity SM

Compared 8% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

SCSM vs Clarity SM

Compared 6% of the time

More Clarity SM Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Agiloft ITSM ITIL Service Desk Suite report

Download Agiloft ITSM ITIL Service Desk Suite product report

Buyer's Guide

Clarity SM

March 2026

Download Clarity SM product report

Also Known As

Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight

Overview

Flexible ITIL and ITSM Software

Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

What we can do for you

Improve Consistency: Pre-built ITIL processes and integrated asset management guides IT staff through your preferred processes and ensure consistent service. Workflow automation tracks performance and proactively escalates issues before they become problems.

Gain Actionable Insights: Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

Close Tickets Faster: The self-service portal with single sign-on empowers users while reducing the burden on your staff. Eliminate errors and duplication of effort with a centralized knowledgebase.

Features

End User Portal: With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

Live Chat: Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

Personalized Home Pages: Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

Full Auditability: Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

Efficient Resolutions: Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

Global Support: With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.

“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly

Get more information | Try it now | Request a demo

What Makes Us Different

Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
Available both as a hosted cloud solution and as an in-house deployment.
Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
One affordable price that includes all features and functionality. No hidden fees, no surprises.

Agiloft

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

Sample Customers

Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Free Report

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: March 2026.

DOWNLOAD NOW

885,286 professionals have used our research since 2012.

See our list of best IT Service Management (ITSM) vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.