We performed a comparison between Clarity SM and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's fairly easy to use, from a UI standpoint."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"Logging every action in Service Desk Manager (SDM)."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"The solution's back-end architecture is very good for end users."
"The initial setup is pretty straightforward."
"Time sheets are a powerful tool."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"I think one of the most valuable things is that it's all integrated."
"A good organizational tool."
"The dashboards in Jira have been the most useful feature."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The platform is easy to use."
"The initial setup is easy and straightforward."
"Easy to use and user-friendly."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"There are some issues regarding the knowledge base and the configuration manager."
"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."
"They should enhance the service desk manager's service point function to be more customizable."
"The upgrade was pretty complex."
"We would like more information about all the configurations that we have on our infrastructure side."
"If I had to choose, it would be more around the user interface than the mobile experience."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"The interface for the users is a bit old-fashioned and not user-friendly."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"Lacks an interface where the customer can report issues."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"The performance in cloud service management could be improved."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
Clarity SM is ranked 21st in IT Service Management (ITSM) with 107 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Clarity SM is rated 7.8, while JIRA Service Management is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Clarity SM is most compared with ServiceNow, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus, Agiloft ITSM ITIL Service Desk Suite and OpenText Service Management Automation X (SMAX), whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Clarity SM vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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