We performed a comparison between Clarity SM and ServiceNow 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."As of late, I really like the BI functions."
"The database and the power that is driven behind the database."
"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."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"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."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"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."
"We are benefiting by being able to put time to what our technicians are doing."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"I would like to see the API cleaned up."
"Report solutions are a little short."
"Ease of support and upgrades need much improvement."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"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."
"There are some issues regarding the knowledge base and the configuration manager."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"The solution’s pricing is expensive and could be improved."
"Local solutions have lower costs."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
Clarity SM is ranked 21st in IT Service Management (ITSM) with 107 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Clarity SM is rated 7.8, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Clarity SM is most compared with JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus, Agiloft ITSM ITIL Service Desk Suite and OpenText Service Management Automation X (SMAX), whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Clarity SM vs. ServiceNow report.
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