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."
"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."
"The database and the power that is driven behind the database."
"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."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"The view it provides into who's doing the work."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"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."
"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."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"I think one of the most valuable things is that it's all integrated."
"The customer portal with connection with our knowledge base has been most valuable."
"The most valuable features of this solution are Incident and Request Management."
"The initial setup is pretty easy."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"Provides excellent management features."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"The UI needs to be upgraded."
"One area that this product can improve is in the mobile user aspect."
"They should enhance the service desk manager's service point function to be more customizable."
"We would like more information about all the configurations that we have on our infrastructure side."
"Report solutions are a little short."
"The monitoring tool is in need of 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."
"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."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"The pricing could be better."
"Jira Service Management should be more user-friendly."
"There should be better connections with access management. They should improve the connectivity."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
Clarity SM is ranked 18th 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 and Agiloft ITSM ITIL Service Desk Suite, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Clarity SM vs. JIRA Service Management report.
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