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Clarity SM vs TOPdesk comparison

Broadcom and TOPdesk are both solutions in the Help Desk Software category. Broadcom is ranked #24, while TOPdesk is ranked #14 with an average rating of 7.6. Broadcom holds a 1.0% mindshare in HDS, compared to TOPdesk’s 2.1% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.
Clarity SM
Read 107 Clarity SM reviews
  • 490 Views
  • 57 Comparison Views
85% willing to recommend
TOPdesk
Read 10 TOPdesk reviews
  • 931 Views
  • 101 Comparison Views
84% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and TOPdesk both compete in the service management category, with Clarity SM having the upper hand in advanced data integration and customization capabilities.

Features: Clarity SM is known for its advanced data integration capabilities, allowing extensive customization beyond standard use cases. It offers dynamic data integration and facilitates detailed SLA calculations. TOPdesk is appreciated for its intuitive design, ease of use, and user-friendly dashboard, providing quick accessibility.

Room for Improvement: Clarity SM has challenges with scalability, requiring substantial investment for integration, and outdated user interface design. Its stability and reporting processes are also concerns. TOPdesk needs improvements in real-time reporting and interface updates, along with enhanced AI-driven automation and integration options.

Ease of Deployment and Customer Service: Clarity SM supports on-premises and public cloud deployments, catering to diverse organizational needs, but faces criticism for inconsistent support and technical assistance. TOPdesk offers smoother on-premises deployment but struggles with long implementation times and slow customer service.

Pricing and ROI: Clarity SM incurs higher costs due to its extensive capabilities and complex licensing structure, making it ideal for large enterprises. TOPdesk offers a more affordable pricing model, recognized as cost-effective without compromising essential features.

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To learn more, read our detailed Clarity SM vs. TOPdesk Report (Updated: May 2025).
Buyer's Guide
Clarity SM vs. TOPdesk
May 2025
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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
TOPdesk
Ranking in Help Desk Software
14th
Ranking in IT Service Management (ITSM)
12th
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
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 TOPdesk is 2.1%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Türker Kara - PeerSpot reviewer
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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Martina Peneva - PeerSpot reviewer
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.
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 in-service catalog is quite useful."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"Right now, we are starting to be dependent on the CMDB a lot."
"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."
"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."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"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
"It is an easy-to-use solution."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of this solution is the incident management module."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is the reports."
"TOPdesk is overall very stable."
More TOPdesk pros
 

Cons

"The upgrade was pretty complex."
"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."
"The product needs to have a better user experience in the interface and mobile functionality.​"
"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."
"​We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"The UI needs to be upgraded."
"I would like to see the API cleaned up."
"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."
More Clarity SM cons
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"An operator is also a user but requires creating two different records."
"The solution's change management could be better."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"The solution should be made more user-friendly."
"It is time-consuming to add new users."
"Change management implementation, facility management, and making reservations on assets can be improved."
More TOPdesk cons
 

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."
"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."
"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."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"The solution is inexpensive compared to competitors."
"The solution's pricing is reasonable and not expensive."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
"TOPdesk's pricing is cheaper than Jira's."
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Top Industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
12%
Manufacturing Company
9%
Government
7%
Educational Organization
34%
Computer Software Company
14%
Healthcare Company
6%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Ask a question
Earn 20 points
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
See all answers
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
See all answers
What needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...
See all answers
 

Comparisons

ServiceNow vs Clarity SM Logo
ServiceNow vs Clarity SM
Compared 100% of the time
More Clarity SM Competitors
ServiceNow vs TOPdesk Logo
ServiceNow vs TOPdesk
Compared 37% of the time
JIRA Service Management vs TOPdesk Logo
JIRA Service Management vs TOPdesk
Compared 17% of the time
Freshdesk vs TOPdesk Logo
Freshdesk vs TOPdesk
Compared 13% of the time
GLPI by Teclib vs TOPdesk Logo
GLPI by Teclib vs TOPdesk
Compared 10% of the time
BMC Helix ITSM vs TOPdesk Logo
BMC Helix ITSM vs TOPdesk
Compared 9% of the time
More TOPdesk Competitors
 

Product Reports

Buyer's Guide
Clarity SM
June 2025
Clarity SM reportDownload Clarity SM product report
Buyer's Guide
Help Desk Software
May 2025
TOPdesk reportDownload TOPdesk 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
 

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
Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
TOPdesk
 

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
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Buyer's Guide
Clarity SM vs. TOPdesk
May 2025
Free Report: Clarity SM vs. TOPdesk
Find out what your peers are saying about Clarity SM vs. TOPdesk and other solutions. Updated: May 2025.
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