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."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 centralized our knowledge from various sources into one source of truth that is continually updated."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"Modules of integrated ITIL managers."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"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 has a good GUI interface."
"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 solution's initial setup process is easy."
"Good stable and scalable solution."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"Data in reports and dashboards are easily accessible."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"We used ServiceNow for change management, release management, and event management."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"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."
"If I had to choose, it would be more around the user interface than the mobile experience."
"The interface for the users is a bit old-fashioned and not user-friendly."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"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."
"We would like more information about all the configurations that we have on our infrastructure side."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"ServiceNow's mobile app should be seamless and it is not right now."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"The discovery of assets could be improved; right now they only allow for one domain."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while ServiceNow is ranked 1st in Help Desk Software with 211 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 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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