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."It has given us the ability to automate a lot of tasks, things we couldn't do before."
"The view it provides into who's doing the work."
"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."
"The solution's back-end architecture is very good for end users."
"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."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"It helps when you have an incident or performing a problem change management process."
"The database and the power that is driven behind the database."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"Reporting and easy export to Excel spreadsheets."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The dashboards in Jira have been the most useful feature."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The most valuable feature of this solution is that it is user-friendly."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"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."
"We would like more information about all the configurations that we have on our infrastructure side."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"Compared to some of the other products, I think we are bit behind."
"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."
"More user experience in the look and feel of the application. "
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"I think the performance can be better."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The deployment can be a bit complex, especially for those who are not technical."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"Jira Service Management should be more user-friendly."
"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.
