Clarity SM vs Infraon Desk comparison

Broadcom and EverestIMS are both solutions in the Help Desk Software category. Broadcom is ranked #26, while EverestIMS is ranked #41. Broadcom holds a 1.0% mindshare in HDS, compared to EverestIMS’s 0.3% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 100% of EverestIMS users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

501 Views
290 Comparison Views

85% willing to recommend

Infraon Desk

Read 2 Infraon Desk reviews

127 Views
65 Comparison Views

100% willing to recommend

Clarity SM

Infraon Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and Infraon Desk are competing in the IT service management category. Clarity SM has an edge in customer service and pricing, while Infraon Desk's superior features make it appealing despite higher costs.

Features: Clarity SM offers robust incident management, strong automation tools, and efficient service operation enhancements. Infraon Desk provides advanced analytics, customizable dashboards, and extensive reporting capabilities, making it suitable for businesses looking for comprehensive management solutions.

Ease of Deployment and Customer Service: Clarity SM is known for its straightforward deployment process coupled with excellent customer support. Infraon Desk requires more initial configuration, offering extensive resources for a tailored setup. Despite its complexity, Infraon Desk's support is notably responsive.

Pricing and ROI: Clarity SM has a low setup cost and delivers good ROI with its basic features. Infraon Desk requires a higher upfront investment but provides high-value returns through extensive capabilities, attracting businesses willing to invest for long-term benefits.

To learn more, read our detailed Clarity SM vs. Infraon Desk Report (Updated: April 2025).

Buyer's Guide

Clarity SM vs. Infraon Desk

April 2025

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Helped 850,028 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

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

Infraon Desk

Ranking in Help Desk Software

41st

Ranking in IT Service Management (ITSM)

40th

Average Rating

7.6

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of Clarity SM is 1.0%, up from 1.0% compared to the previous year. The mindshare of Infraon Desk is 0.3%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

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…

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Reviewer972345

Operations Head at a comms service provider with 201-500 employees

Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result

There are a lot of predefined reports but we asked for a lot of changes. The problem is that every organization has its own processes and needs. As a result, we had to do a lot of customization on the reporting. The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved. It should become a more graphical presentation of information. It's much more jazzy when you present something in a PowerPoint rather than a Word document. If the system is capturing a lot of data about certain parameters, I should have the option to generate a report based on all those parameters in any permutation and combination. That kind of flexibility is needed. The reports do help us to analyze and understand things at the customer level, but they could be better. Something that is missing is predefined dashboards. I would expect to see dashboards with some parameters that are predefined.

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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

"It is easy to tell what needs fixing and the priority of things."

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

"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 initial setup is pretty straightforward."

"We can search open and closed cases to find what we have done in other incidents."

"Logging every action in Service Desk Manager (SDM)."

"Self-service interface means people can check their own tickets."

"It has allowed us to be more efficient in our problem and change management processes and procedures."

More Clarity SM pros

"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."

"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."

Cons

"The product needs to have a better user experience in the interface and mobile functionality."

"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."

"The interface for the users is a bit old-fashioned and not user-friendly."

"The monitoring tool is in need of improvement."

"The API is very, very bad so we developed our own."

"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. And stuff broke."

"The SDM administration and customisation needS deep information about architecture and vendor support continuously."

"We would like more information about all the configurations that we have on our infrastructure side."

More Clarity SM cons

"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."

"Better connectivity and integration with more collaborative platforms would be helpful."

Pricing and Cost Advice

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

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

"The pricing is based on a subscription model."

"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."

"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."

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

"The price of this solution is reasonable and it was well within my budget."

"The pricing model is very competitive."

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Financial Services Firm

15%

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

No data available

Product Reports

Buyer's Guide

Clarity SM

April 2025

Download Clarity SM product report

Buyer's Guide

Help Desk Software

April 2025

Download Infraon Desk 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

Everest Service Manager

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

With its light-weight codes, Infraon DESK can not only integrate with any existing tools in your datacenter, but also act as an Umbrella Manager for managing all your supporting IT tools on a single unified dashboard.

EverestIMS

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

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

Buyer's Guide

Clarity SM vs. Infraon Desk

April 2025

Free Report: Clarity SM vs. Infraon Desk

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