We performed a comparison between Clarity SM and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The UI is very user-friendly."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"This product has so many adjustment possibilities for many different clients."
"You can customize it and make it work to the client's needs."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"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."
"It is easy to tell what needs fixing and the priority of things."
"The solution's back-end architecture is very good for end users."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"This is a flexible tool for logging and tracking issues efficiently."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"Report solutions are a little short."
"There are some issues regarding the knowledge base and the configuration manager."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"Ease of support and upgrades need much improvement."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"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."
"They should enhance the service desk manager's service point function to be more customizable."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"There should be better connections with access management. They should improve the connectivity."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"I'd like to update the dashboard so that more features are available."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
Clarity SM is ranked 21st in IT Service Management (ITSM) with 107 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Clarity SM is rated 7.8, while JIRA Service Management is rated 8.2. 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 JIRA Service Management writes "Customizable, stable, and integrates well". Clarity SM is most compared with ServiceNow, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus, Agiloft ITSM ITIL Service Desk Suite and OpenText Service Management Automation X (SMAX), whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Clarity SM vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.