We performed a comparison between Clarity SM and SCSM 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."Right now, we are starting to be dependent on the CMDB a lot."
"The most valuable features are the requests and incident tracking."
"Scalability is very good. We have scaled to more users and more functionality."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"When users have a problem, they report using Service Desk and it is very useful for this."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"We can search open and closed cases to find what we have done in other incidents."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"The solution offers good productivity at a low price point."
"Many more features than other comparable products."
"The solution is quite easy to integrate with other Microsoft products."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"It is quite scalable."
"It is a simple solution that is easy to configure."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The most valuable feature is the reporting of incidents."
"Report solutions are a little short."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"Ease of support and upgrades need much improvement."
"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."
"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."
"It doesn't yet have the ability to integrate with other products."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"I have found SCSM not adequate enough to carry out some functions."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"Mobile application integration would be an improvement."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"We would like to see a web-based interface that works on mobile devices."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"Resources for understanding compliance and relative compliance need to be made available."
Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. Clarity SM is rated 7.8, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Clarity SM vs. SCSM report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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