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."We can search open and closed cases to find what we have done in other incidents."
"The view it provides into who's doing the work."
"Time sheets are a powerful tool."
"We are benefiting by being able to put time to what our technicians are doing."
"You can customize it and make it work to the client's needs."
"The solution's back-end architecture is very good for end users."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"Logging every action in Service Desk Manager (SDM)."
"This solution has helped us a great deal in project management tracking and forecasting."
"Auditing team uses this solution to track audit findings and follow-up."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The stability of JIRA Service Management is good."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"The simplicity is good for our clients. The price is good."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Compared to some of the other products, I think we are bit behind."
"Ease of support and upgrades need much improvement."
"The cost of this solution is too high, which is why we're leaving."
"If I had to choose, it would be more around the user interface than the mobile experience."
"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."
"I would like to see the API cleaned up."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"The deployment can be a bit complex, especially for those who are not technical."
"It is difficult to navigate if you don't have any prior knowledge."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"JIRA Service Management could include more AI features."
"The product could improve its asset management."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
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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