Try our new research platform with insights from 80,000+ expert users

Agiloft Service Desk Suite vs Clarity SM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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

Agiloft Service Desk Suite
Ranking in Help Desk Software
45th
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Clarity SM
Ranking in Help Desk Software
24th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
IT Service Management (ITSM) (26th)
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of Agiloft Service Desk Suite is 0.4%, up from 0.2% compared to the previous year. The mindshare of Clarity SM is 1.1%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

MG
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
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…

Quotes from Members

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

Pros

"Our customer service and productivity have increased in quality and quantity since using this product."
"When users have a problem, they report using Service Desk and it is very useful for this."
"Right now, we are starting to be dependent on the CMDB a lot."
"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 initial setup is pretty straightforward."
"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 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."
"Logging every action in Service Desk Manager (SDM)."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
 

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"One area that this product can improve is in the mobile user aspect."
"There are some issues regarding the knowledge base and the configuration manager."
"The product needs to have a better user experience in the interface and mobile functionality.​"
"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."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"The API is very, very bad so we developed our own."
"They should enhance the service desk manager's service point function to be more customizable."
 

Pricing and Cost Advice

"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"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."
"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."
"The pricing is based on a subscription model."
"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."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
861,170 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Computer Software Company
13%
Financial Services Firm
9%
Manufacturing Company
9%
Performing Arts
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Comparisons

No data available
 

Also Known As

No data available
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Overview

 

Sample Customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about Agiloft Service Desk Suite vs. Clarity SM and other solutions. Updated: July 2025.
861,170 professionals have used our research since 2012.