2018-07-08T08:03:00Z

What needs improvement with Clarity SM?

Miriam Tover - PeerSpot reviewer
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PeerSpot user
13

13 Answers

Sandip Kheni - PeerSpot reviewer
Real User
Top 5Leaderboard
2023-03-20T13:10:00Z
Mar 20, 2023

They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they should provide a customization source for this new UI. It could turn out to be very good for the end-user experience.

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Türker Kara - PeerSpot reviewer
Real User
Top 5
2023-02-24T10:38:31Z
Feb 24, 2023

The API is very, very bad so we developed our own. The out-of-the-box UI is not very friendly for end users so we don't use it.

JS
Real User
Top 20
2022-05-08T05:51:33Z
May 8, 2022

There are some issues regarding the knowledge base and the configuration manager.

Umair (Abu Mohaymin) Akhlaque - PeerSpot reviewer
Real User
Top 5Leaderboard
2021-12-21T19:09:00Z
Dec 21, 2021

So far, the only complaint from customers has been Clarity's user experience. Unfortunately, clarity's UX cannot compare with most modern enterprise service desk solutions. In the last couple of years since Broadcom acquired CA, they've put less effort into developing CA's product line. They aren't coming up with new features or refining the user experience.

PC
Real User
2021-10-09T08:01:18Z
Oct 9, 2021

The user interface is a little bit old and not so mainstream. 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. When you can configure the interface, including all the buttons, all the things, it's hard to keep things streamlined. From my point of view, if you gain a lot of flexibility, you lose a little bit of the overall user experience. We'd like to have a better overall user experience. The workflow design could be better. They have another product with better workflow designs and I would like to see them merge these products together. The costs associated with the product are a bit high. The first level of customer service isn't very knowledgeable. They could use a better service portal.

MM
Real User
2020-10-06T06:57:41Z
Oct 6, 2020

We would love to see it integrating with other products like Splunk for log collection, integration to SMS facilities. It requires some effort for developers to get some of the things working because there aren't readily available APIs to interface with those. I'd really like to see Clarity more open to other products for purposes of integration.

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MA
Real User
2020-06-01T05:06:31Z
Jun 1, 2020

The report solutions are a little short and that could be improved. It's possible that part of the issue is the customization because we had the tool customized for our clients. Clarity is also quite an expensive solution and it would be helpful if the cost was reduced.

MM
Real User
2020-03-25T07:03:05Z
Mar 25, 2020

The CA products integrate well together but I would like to see better integration with third-party solutions. An example of this is with AIOps, where I prefer Splunk over CASDM, so I would have like to see it opened up so that the integration is straightforward. We like the customer to be able to choose. I find that there are many modules that offer similar functionality and I would like to see these consolidated. Perhaps it is because CA was acquired by Broadcom and they are still developing, with the intention to bring everything together but as it is now, the vendor has many products that do the same thing.

DF
Real User
2020-03-05T08:39:42Z
Mar 5, 2020

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. The agents generate information that is not important for me and it means that I have to scroll down to the bottom of the issue in order to find what I am looking for. In this regard, the interface is not always clear. I would like to see charts and more graphical information available in the reporting. As it is now, we have incident data that is put into Power BI so that we can visualize it. We do this because it is easier to read graphical information. It would be nice if this solution had a simple wizard that could generate visualizations based on the data. As it is now, there are lots of reports, but from my perspective, the reporting is a little bit too complex.

TS
Real User
2020-02-26T05:55:53Z
Feb 26, 2020

The lack of parameters is limited. It's not possible to customize the solution. We have issues with adding attachments and screenshots. Copy and paste is not possible on the solution. Although there are some good features on the latest version, my company decided in the past month to switch solutions and we're moving over to Jira. The cost of this solution is too high, which is why we're leaving.

Marcos L. Domingos - PeerSpot reviewer
Real User
2019-10-15T21:43:00Z
Oct 15, 2019

The part of notification methods and satisfaction surveys remain almost unchanged. Perhaps greater attention to these two simple and native features could give the set a greater force. It is as if such modules have not evolved with the rest. Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome. Making the Satisfaction Survey more interactive would also be interesting.

OM
Real User
2019-07-12T13:29:00Z
Jul 12, 2019

The monitoring tool is in need of improvement.

PC
Real User
2018-07-08T08:03:00Z
Jul 8, 2018

* We would like more information about all the configurations that we have on our infrastructure side. * The interface for the users is a bit old-fashioned and not user-friendly. * We would like the CMDB to be populated automatically. At the moment, everything is manually created.

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