Clarity SM vs Hornbill Systems Supportworks comparison

Broadcom and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #26, while Hornbill Systems is ranked #36. Broadcom holds a 1.0% mindshare in ISM, compared to Hornbill Systems’s 0.6% 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

526 Views
209 Comparison Views

85% willing to recommend

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

153 Views
88 Comparison Views

50% willing to recommend

Clarity SM

Hornbill Systems Supportworks

Comparison Buyer's Guide

Download the report

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: May 2025).

Buyer's Guide

Clarity SM vs. Hornbill Systems Supportworks

May 2025

Download the complete report

Helped 857,162 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

24th

Ranking in IT Service Management (ITSM)

26th

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

39th

Ranking in IT Service Management (ITSM)

36th

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.0%, down from 1.1% compared to the previous year. The mindshare of Hornbill Systems Supportworks is 0.6%, up from 0.3% 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…

Read full review

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.

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

"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."

"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."

"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."

"We are benefiting by being able to put time to what our technicians are doing."

"It's fairly easy to use, from a UI standpoint."

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

"The solution's back-end architecture is very good for end users."

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

More Clarity SM pros

"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

"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."

"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."

"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."

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

"The UI needs to be upgraded."

"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."

"They really want user names in the document owner and subject expert fields, and that is just not practical."

"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."

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."

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."

"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."

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

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

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

"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."

"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."

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

857,162 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

16%

Financial Services Firm

12%

Manufacturing Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Comparisons

ServiceNow vs Clarity SM

Compared 100% of the time

More Clarity SM Competitors

ServiceNow vs Hornbill Systems Supportworks

Compared 100% of the time

More Hornbill Systems Supportworks Competitors

Product Reports

Buyer's Guide

Clarity SM

June 2025

Download Clarity SM product report

Buyer's Guide

IT Service Management (ITSM)

May 2025

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

May 2025

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: May 2025.

DOWNLOAD NOW

857,162 professionals have used our research since 2012.

See our Clarity SM vs. Hornbill Systems Supportworks report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software 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.