We performed a comparison between Clarity SM and SCSM 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."
"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."
"This product has so many adjustment possibilities for many different clients."
"The view it provides into who's doing the work."
"Time sheets are a powerful tool."
"Modules of integrated ITIL managers."
"As of late, I really like the BI functions."
"It is the most stable product in the market."
"The solution offers good productivity at a low price point."
"The most requested feature from our customers is the helpdesk ticketing system."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"It is quite scalable."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The reporting is very good."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The product needs to have a better user experience in the interface and mobile functionality."
"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."
"The monitoring tool is in need of improvement."
"They should enhance the service desk manager's service point function to be more customizable."
"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."
"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."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"I have found SCSM not adequate enough to carry out some functions."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Clarity SM is rated 7.8, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Clarity SM vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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