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."The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"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 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."
"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."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"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."
"We can search open and closed cases to find what we have done in other incidents."
"I have found the workflows and integration the most valuable in this solution."
"Everything about the schema, including the design of ServiceNow, is great."
"Very good incident management, chain management and problem management features."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"Very easy to implement and to respond to my clients' needs."
"It offers ready-built automation and simpler configuration for workflows."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"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."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"The UI needs to be upgraded."
"We would like more information about all the configurations that we have on our infrastructure side."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"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."
"ServiceNow doesn't cater to the Middle Eastern market."
"When it comes to changing some of the features, I would like a little more leeway."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"Creating service catalog forms could be made easier."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"The interface is not user-friendly."
"The solution is lacking in the mobile application area that could be improved."
"The discovery of assets could be improved; right now they only allow for one domain."
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, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management, BeyondTrust Remote Support and ManageEngine ServiceDesk Plus, 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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