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.
"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."
"Modules of integrated ITIL managers."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"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 given us the ability to automate a lot of tasks, things we couldn't do before."
"Right now, we are starting to be dependent on the CMDB a lot."
"You can customize it and make it work to the client's needs."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"It's great to do statuses or to review tasks."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."
"It allows us to filter the data, create graphs, and get detailed reports."
"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."
"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."
"There are some issues regarding the knowledge base and the configuration manager."
"One area that this product can improve is in the mobile user aspect."
"The interface for the users is a bit old-fashioned and not user-friendly."
"It doesn't yet have the ability to integrate with other products."
"I would like to see the API cleaned up."
"The UI needs to be upgraded."
"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 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."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"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."
"Integration capabilities can improve."
"The solution is lacking in the mobile application area that could be improved."
"ServiceNow doesn't cater to the Middle Eastern market."
"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 standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 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, ManageEngine ServiceDesk Plus, Agiloft ITSM ITIL Service Desk Suite and OpenText Service Management Automation X (SMAX), 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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