We performed a comparison between Clarity SM and OpenText Service Manager 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 database and the power that is driven behind the database."
"The value for the clients is that you can save information in the application and get reports with that information."
"The in-service catalog is quite useful."
"Self-service interface means people can check their own tickets."
"The view it provides into who's doing the work."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"Modules of integrated ITIL managers."
"Right now, we are starting to be dependent on the CMDB a lot."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Service Manager does what it should, but it's quite outdated."
"Service Manager's best features are flexibility and customizability."
"The initial setup is easy."
"It gives us better understanding and control of service management."
"Service Manager gives us a single system where everything is centralized in one base."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"The interface for the users is a bit old-fashioned and not user-friendly."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The cost of this solution is too high, which is why we're leaving."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"Customization can be difficult at times because scripting is often required."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Pure cloud-based native functionality is lacking."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. Clarity SM is rated 7.8, while OpenText Service Manager is rated 7.2. 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 OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our Clarity SM vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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