We performed a comparison between Clarity SM and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It has allowed us to be more efficient in our problem and change management processes and procedures."
"The database and the power that is driven behind the database."
"Right now, we are starting to be dependent on the CMDB a lot."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"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."
"It is the most stable product in the market."
"The most valuable features are the requests and incident tracking."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"The look and feel is a valuable benefit for adoption."
"I have found the workflows and integration the most valuable in this solution."
"Remote access is most valuable."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"The monitoring tool is in need of improvement."
"More user experience in the look and feel of the application. "
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"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 CA products integrate well together but I would like to see better integration with third-party solutions."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"The setup was time-consuming and required a lot of internal resources."
"The solution’s pricing is expensive and could be improved."
"They could improve license management, particularly when integrating different applications or toolsets."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"The contract module is quite rudimentary and doesn't support contract line items."
"In an upcoming release, there should be more administration tools."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. Clarity SM is rated 7.8, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Clarity SM is most compared with JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX), IBM Maximo and Agiloft ITSM ITIL Service Desk Suite, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Clarity SM vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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