Clarity SM vs Hornbill Systems Supportworks comparison

Broadcom and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #21, while Hornbill Systems is ranked #32. Broadcom holds a 1.7% mindshare in ISM, compared to Hornbill Systems’s 1.1% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

2,446 Views
1,859 Comparison Views

85% willing to recommend

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

720 Views
497 Comparison Views

50% willing to recommend

Clarity SM

Hornbill Systems Supportworks

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and Hornbill Systems Supportworks are competing in the IT service management sector. Clarity SM is recognized for its competitive pricing and effective support, while Hornbill Systems Supportworks is known for its comprehensive feature set, which is considered worth its higher cost due to robust capabilities.

Features: Clarity SM includes customizable dashboards, streamlined workflows, and efficiency enhancements. Hornbill Systems Supportworks offers advanced automation tools, extensive integration options, and flexibility for complex IT environments.

Ease of Deployment and Customer Service: Clarity SM provides a straightforward deployment process with extensive support, attractive for quick implementation. Hornbill Systems Supportworks requires a more complex setup but compensates with dedicated customer service and long-term benefits, suitable for scalability.

Pricing and ROI: Clarity SM is noted for its cost-effective setup and quick ROI, ideal for budget constraints. Hornbill Systems Supportworks, with a higher initial cost, offers potentially greater returns due to its feature set and integration capabilities, appealing to those prioritizing growth and adaptability.

To learn more, read our detailed Clarity SM vs. Hornbill Systems Supportworks Report (Updated: March 2026).

Buyer's Guide

Clarity SM vs. Hornbill Systems Supportworks

March 2026

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Helped 884,976 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)

21st

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

107

Ranking in other categories

No ranking in other categories

Hornbill Systems Supportworks

Ranking in Help Desk Software

33rd

Ranking in IT Service Management (ITSM)

32nd

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.7%, up from 1.1% compared to the previous year. The mindshare of Hornbill Systems Supportworks is 1.1%, up from 0.5% 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%
Hornbill Systems Supportworks	1.1%
Other	97.2%

IT Service Management (ITSM)

Featured Reviews

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.

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it_user1262703

Service Desk Team Leader at a healthcare company with 5,001-10,000 employees

Excels in call logging and call flows but is limited in terms of scalability

I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

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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

"The most valuable features for me are the scalability of it, its ability to bring in everyone at one time, and all the data-related functionalities."

"Our managers are able to properly monitor their team activities with CA Service Desk, and with the knowledge base, the end users are able to fix simple issues."

"We centralized our knowledge from various sources into one source of truth that is continually updated."

"We have certainly increased our quality level: first of all, the system is more robust and allows us to elaborate on more complex services, it integrates with other systems to transform more solid information, and thanks to the integration with BI we now have various possibilities to create reports that show where and when we need to modify our processes, resulting in a decrease in the number of open and duplicate tickets."

"It keeps all of our changes in one spot, so it's easy for management to see any given changes that are happening, and how they cross pollinate with CMDB."

"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."

"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."

"We've improved as an organization very quickly because of it, especially when it comes to self-service capabilities for our customers."

More Clarity SM pros

"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."

"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."

"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."

Cons

"Some of the features that can be improved are usability, as xFlow is a great step forward but further steps are needed, and internalization where CA is quite far behind."

"Release Management is not supported out of the box"

"Reporting and integration to SCCM need improvement."

"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life."

"The Knowledge Management module in Service Desk Manager is cumbersome and hard to use."

"Minor issues creep up and create huge problems. Product stability is also an issue."

"Ticket event and notification creation and management is cumbersome and has not improved over the many versions I have worked with."

"Support is a problem area for us. They take too long to respond to tickets logged."

More Clarity SM cons

"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."

"Customer Service: I'd rate it as a 5/10 or 6/10."

Pricing and Cost Advice

"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."

"It is a bit expensive, but you definitely get what you pay for. It is worth it!"

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

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

"The pricing is based on a subscription model."

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

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

"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."

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Top Industries

By visitors reading reviews

Marketing Services Firm

12%

Financial Services Firm

12%

Manufacturing Company

Media Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

No data available

Comparisons

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

Infraon Desk vs Clarity SM

Compared 5% of the time

More Clarity SM Competitors

ServiceNow vs Hornbill Systems Supportworks

Compared 14% of the time

JIRA Service Management vs Hornbill Systems Supportworks

Compared 13% of the time

IFS Cloud Platform vs Hornbill Systems Supportworks

Compared 10% of the time

Zendesk vs Hornbill Systems Supportworks

Compared 9% of the time

BMC Helix ITSM vs Hornbill Systems Supportworks

Compared 9% of the time

More Hornbill Systems Supportworks Competitors

Product Reports

Buyer's Guide

Clarity SM

March 2026

Download Clarity SM product report

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Hornbill Systems Supportworks 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

Supportworks

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

Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.

Hornbill Systems

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

Aylesbury Vale District Council

Buyer's Guide

Clarity SM vs. Hornbill Systems Supportworks

March 2026

Free Report: Clarity SM vs. Hornbill Systems Supportworks

Find out what your peers are saying about Clarity SM vs. Hornbill Systems Supportworks and other solutions. Updated: March 2026.

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