Clarity SM vs ServiceNow vs SymphonyAI IT Service Management comparison

SymphonyAI IT Service Manag...

Read 220 ServiceNow reviews

9,779 Views
6,707 Comparison Views

92% willing to recommend

Read 5 SymphonyAI IT Service Management reviews

426 Views
299 Comparison Views

100% willing to recommend

Clarity SM

SymphonyAI IT Service Manag...

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Clarity SM, ServiceNow, and SymphonyAI IT Service Management based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: May 2025).

IT Service Management (ITSM)

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Helped 853,823 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:

Mindshare comparison

As of May 2025, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.1%, down from 1.2% compared to the previous year. The mindshare of ServiceNow is 23.9%, down from 27.5% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.6%, up from 0.9% 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…

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Read full review

Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

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

"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."

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

"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."

"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."

"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."

"The view it provides into who's doing the work."

"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."

"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."

More Clarity SM pros

"I recommend ServiceNow due to its stability and good security."

"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."

"SPM and ITSM features are the most helpful."

"It's a straightforward and effective approach that minimizes the need for extensive explanations."

"HR Case Management and Customer Service Management are two of the key areas which clients are using."

"ServiceNow provides quite good insights about what is happening in the organization."

"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."

"We used ServiceNow for change management, release management, and event management."

More ServiceNow pros

"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."

"The product has the best features for ITSM."

"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

Cons

"One area that this product can improve is in the mobile user aspect."

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

"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."

"The monitoring tool is in need of improvement."

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

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

"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."

"They should enhance the service desk manager's service point function to be more customizable."

More Clarity SM cons

"The user interface for accessing assistance sometimes disconnects."

"When it comes to changing some of the features, I would like a little more leeway."

"Direct support from ServiceNow is not very good. Most of the support comes from partners, and customers heavily rely on them."

"The pricing structure could be more budget-friendly."

"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"

"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."

"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."

"I have a problem with the way the solution's price is calculated."

More ServiceNow cons

"SummitAI IT Management Suite's project management and operational management features could be improved."

"Integration was a major limitation with SummitAI."

"I would like them to add software inventory in the next release. We don't have that right now."

"There could be flexibility in terms of customization."

Pricing and Cost Advice

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

"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!"

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

"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."

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

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

"The pricing is based on a subscription model."

"It is very expensive because it is a big organization. You have to pay for additional things."

"In Tunisia, the companies find the licensing costs to be expensive."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"There are licensing fees."

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

"The CapEx version is great."

"The price is okay for us. It's reasonable."

"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."

More ServiceNow pricing and cost advice

"SummitAI IT Management Suite's pricing is a bit expensive."

"We have a regular license."

"The product's cost is average."

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.

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853,823 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

13%

Manufacturing Company

Government

Educational Organization

25%

Computer Software Company

11%

Financial Services Firm

10%

Manufacturing Company

Financial Services Firm

16%

Computer Software Company

13%

Manufacturing Company

13%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

What do you like most about SummitAI IT Management Suite?

It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the to...

What is your experience regarding pricing and costs for SummitAI IT Management Suite?

The product's cost is average. It used to be inexpensive, but now they have added many functionalities. Still, it is ...

What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better ...

BMC Helix ITSM vs ServiceNow

Comparisons

No data available

Compared 7% of the time

Pega Platform vs ServiceNow

Compared 6% of the time

Microsoft Power Apps vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 17% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Clarity SM

Download Clarity SM product report

Download ServiceNow product report

IT Service Management (ITSM)

Download SymphonyAI IT Service Management 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

No data available

Summus IT Management Suite

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

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

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

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla

IT Service Management (ITSM)