Clarity SM vs Infraon Desk comparison

Broadcom and EverestIMS are both solutions in the Help Desk Software category. Broadcom is ranked #24, while EverestIMS is ranked #37. 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

490 Views
57 Comparison Views

85% willing to recommend

Infraon Desk

Read 2 Infraon Desk reviews

143 Views
37 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: May 2025).

Buyer's Guide

Clarity SM vs. Infraon Desk

May 2025

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Helped 858,038 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

Infraon Desk

Ranking in Help Desk Software

37th

Ranking in IT Service Management (ITSM)

41st

Average Rating

7.6

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of Clarity SM is 1.0%, up from 0.8% 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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it_user1575219

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

"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."

"You can customize it and make it work to the client's needs."

"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."

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

"Scalability is very good. We have scaled to more users and more functionality."

"The database and the power that is driven behind the database."

"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 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."

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

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

"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."

"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."

"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."

"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."

"The monitoring tool is in need of improvement."

"The cost of this solution is too high, which is why we're leaving."

"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."

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

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

"The pricing is based on a subscription model."

"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."

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

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

"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."

"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

15%

Financial Services Firm

11%

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

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Motadata ServiceOps vs Infraon Desk

Compared 100% of the time

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Product Reports

Buyer's Guide

Clarity SM

June 2025

Download Clarity SM product report

Buyer's Guide

Help Desk Software

May 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

May 2025

Free Report: Clarity SM vs. Infraon Desk

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