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."We are benefiting by being able to put time to what our technicians are doing."
"Modules of integrated ITIL managers."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"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."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"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."
"We can search open and closed cases to find what we have done in other incidents."
"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."
"ServiceNow was the first true enterprise to service management platform."
"The solution is stable, scalable and easy to use."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"We always get good support."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"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."
"The API is very, very bad so we developed our own."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"Report solutions are a little short."
"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 would like the CMDB to be populated automatically. At the moment, everything is manually created."
"It doesn't yet have the ability to integrate with other products."
"The pricing of the solution could be better. It's a bit high."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"There is inherent complexity with this tool because of the number of things that it can do."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"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."
"There is room for improvement in price."
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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