Clarity SM vs TOPdesk comparison

Broadcom and TOPdesk are both solutions in the Help Desk Software category. Broadcom is ranked #25, while TOPdesk is ranked #16 with an average rating of 8.0. Broadcom holds a 1.2% mindshare in HDS, compared to TOPdesk’s 2.2% 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

1,038 Views
779 Comparison Views

85% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,185 Views
936 Comparison Views

84% willing to recommend

Clarity SM

TOPdesk

Comparison Buyer's Guide

Download the report

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Room for Improvement: Clarity SM has challenges with scalability, requiring substantial investment for integration, and outdated user interface design.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.

To learn more, read our detailed Clarity SM vs. TOPdesk Report (Updated: September 2025).

Buyer's Guide

Clarity SM vs. TOPdesk

September 2025

Download the complete report

Helped 869,566 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

25th

Ranking in IT Service Management (ITSM)

27th

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

16th

Ranking in IT Service Management (ITSM)

13th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Clarity SM is 1.2%, up from 1.0% compared to the previous year. The mindshare of TOPdesk is 2.2%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
TOPdesk	2.2%
Clarity SM	1.2%
Other	96.6%

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…

Read full review

Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

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

"As of late, I really like the BI functions."

"The value for the clients is that you can save information in the application and get reports with that information."

"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."

"We are benefiting by being able to put time to what our technicians are doing."

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

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

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

More Clarity SM pros

"TOPdesk is overall very stable."

"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."

"It is an easy-to-use solution."

"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."

"Change management is the most critical feature."

"The most valuable feature of the solution is the ticketing feature."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

More TOPdesk pros

Cons

"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."

"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."

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

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

"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."

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

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

"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."

More Clarity SM cons

"It is time-consuming to add new users."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"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's change management could be better."

"An operator is also a user but requires creating two different records."

"Change management implementation, facility management, and making reservations on assets can be improved."

"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."

"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."

More TOPdesk cons

Pricing and Cost Advice

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

"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."

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

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

"The pricing is based on a subscription model."

"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 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."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"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's pricing is reasonable and not expensive."

"TOPdesk's pricing is cheaper than Jira's."

"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."

"The solution is inexpensive compared to competitors."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

869,566 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Performing Arts

13%

Computer Software Company

Financial Services Firm

Manufacturing Company

Computer Software Company

17%

Educational Organization

11%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	15
Large Enterprise	66

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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

JIRA Service Management vs Clarity SM

Compared 48% of the time

ServiceNow vs Clarity SM

Compared 39% of the time

Vision Helpdesk vs Clarity SM

Compared 14% of the time

More Clarity SM Competitors

ServiceNow vs TOPdesk

Compared 35% of the time

JIRA Service Management vs TOPdesk

Compared 19% of the time

Freshdesk vs TOPdesk

Compared 11% of the time

BMC Helix ITSM vs TOPdesk

Compared 6% of the time

Zendesk vs TOPdesk

Compared 6% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

Clarity SM

October 2025

Download Clarity SM product report

Buyer's Guide

Help Desk Software

September 2025

Download 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

September 2025

Free Report: Clarity SM vs. TOPdesk

Find out what your peers are saying about Clarity SM vs. TOPdesk and other solutions. Updated: September 2025.

DOWNLOAD NOW

869,566 professionals have used our research since 2012.

See our Clarity SM vs. TOPdesk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.