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."We can search open and closed cases to find what we have done in other incidents."
"The most valuable features are the requests and incident tracking."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"The database and the power that is driven behind the database."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"Modules of integrated ITIL managers."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"The initial setup is straightforward."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"Developing processes is easy and user-friendly."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The dashboards in Jira have been the most useful feature."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"Easy to use and user-friendly."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"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."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"If I had to choose, it would be more around the user interface than the mobile experience."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"The solution should be more formalized. It could be more user-friendly."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"Currently lacks an asset management module that can affect deployment."
"Generally requires the purchase of additional plugins."
"JIRA Service could benefit from improvements to its voice support."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
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.
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