Clarity SM vs Serviceaide ChangeGear comparison

Broadcom and Serviceaide are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #21, while Serviceaide is ranked #30. Broadcom holds a 1.7% mindshare in ISM, compared to Serviceaide’s 1.1% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

2,446 Views
1,859 Comparison Views

85% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

1,041 Views
677 Comparison Views

85% willing to recommend

Clarity SM

Serviceaide ChangeGear

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Serviceaide ChangeGear and Clarity SM are both competitors in the IT service management sector. While ChangeGear is favored for affordability and faster deployment, Clarity SM's extensive feature set offers value that can justify its higher initial investment.

Features: Serviceaide ChangeGear offers customizable workflows, easy ticket management, and basic automation capabilities. Clarity SM includes advanced project management tools, detailed reporting features, and extensive integration options.

Room for Improvement: Serviceaide ChangeGear could enhance its reporting functionalities and expand integration capabilities with other tools. Improvement in the automation aspect could also be beneficial. Clarity SM might focus on simplifying its deployment process, enhancing user-friendliness, and providing more competitive pricing for smaller businesses.

Ease of Deployment and Customer Service: Serviceaide ChangeGear is known for its straightforward deployment and responsive customer support, making it ideal for quick setups. Clarity SM's deployment is more complex and time-consuming but benefits from comprehensive support for larger scale implementations.

Pricing and ROI: Serviceaide ChangeGear appeals with lower setup costs and efficient ROI through operational efficiency. Clarity SM, despite higher initial costs, promises significant ROI for enterprises utilizing its advanced features fully, thus catering to larger organizations needing extensive capabilities.

To learn more, read our detailed Clarity SM vs. Serviceaide ChangeGear Report (Updated: March 2026).

Buyer's Guide

Clarity SM vs. Serviceaide ChangeGear

March 2026

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Helped 885,264 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

Serviceaide ChangeGear

Ranking in Help Desk Software

32nd

Ranking in IT Service Management (ITSM)

30th

Average Rating

7.6

Reviews Sentiment

6.5

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 Serviceaide ChangeGear is 1.1%, up from 0.4% 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%
Serviceaide ChangeGear	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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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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 has made us a lot more organized, and a lot more aware of what needs to happen."

"For me, personally, the ease of interface is the most valuable feature."

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

"Most of all is the end-user experience, in your company you have IT experienced people and non-IT experienced end-users, they need the ability to reach out, report an issue, or request something that they need to do their job, they need the ability to get that done quickly, utilize different technology other than calling a help desk, and get the metrics behind the scenes that we can report on what's going on in the environment."

"I’ve implemented, configured and managed this system for hundreds of clients and I trust it."

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

"The scoreboard allows me to check for high-priority tickets, check status of tickets I created and search for tickets with keyword searches among other plusses."

"What I like about it are the features that allow me to integrate with Service Desk Manager and Process Automation, and to build creative solutions based on the integration with other CA products."

More Clarity SM pros

"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."

"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."

"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."

"CA Technologies support is excellent."

"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."

"The ability to add Additional Information Screens on the fly."

"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."

More Serviceaide ChangeGear pros

Cons

"Room for improvement I would say from a back end perspective, I would say they need to streamline a lot of the code that they're using. I think it's very bloated, I think it has a lot of extra things that it doesn't really need."

"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."

"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."

"The initial setup is complex. CA Service Desk Manager has a complex architecture, and depending upon the features you choose to install, you need more than four machines, which is the minimum number recommended by CA."

"We would like to see improvements mainly without the Service Desk."

"I would like to see the API cleaned up."

"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help, perhaps."

"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."

More Clarity SM cons

"Flexibility to customize."

"I would love to see better two-factor authentication as that would really help us and make a big difference."

"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

"Importing data with relations is difficult and could be better."

"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."

"It loses points because it’s not GUI enough, too code-y."

"Usability for IT analysts could be improved."

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"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."

"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."

"The pricing is based on a subscription model."

Information not available

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Top Industries

By visitors reading reviews

Marketing Services Firm

12%

Financial Services Firm

12%

Manufacturing Company

Media Company

Outsourcing Company

10%

Comms Service Provider

Construction Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

Comparisons

JIRA Service Management vs Clarity SM

Compared 17% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

BMC Helix ITSM vs Clarity SM

Compared 6% of the time

SCSM vs Clarity SM

Compared 6% of the time

Vision Helpdesk vs Clarity SM

Compared 5% of the time

More Clarity SM Competitors

ServiceNow vs Serviceaide ChangeGear

Compared 27% of the time

TOPdesk vs Serviceaide ChangeGear

Compared 8% of the time

SymphonyAI IT Service Management vs Serviceaide ChangeGear

Compared 7% of the time

PagerDuty Operations Cloud vs Serviceaide ChangeGear

Compared 7% of the time

BMC Helix ITSM vs Serviceaide ChangeGear

Compared 7% of the time

More Serviceaide ChangeGear 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 Serviceaide ChangeGear 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

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

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

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

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

Oakwood Systems Group

Buyer's Guide

Clarity SM vs. Serviceaide ChangeGear

March 2026

Free Report: Clarity SM vs. Serviceaide ChangeGear

Find out what your peers are saying about Clarity SM vs. Serviceaide ChangeGear and other solutions. Updated: March 2026.

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