We performed a comparison between Clarity SM, Serviceaide ChangeGear , and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"Scalability is very good. We have scaled to more users and more functionality."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"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."
"The solution's back-end architecture is very good for end users."
"The database and the power that is driven behind the database."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"Everything about the schema, including the design of ServiceNow, is great."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"Straightforward tool."
"The monitoring tool is in need of improvement."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"There are some issues regarding the knowledge base and the configuration manager."
"The API is very, very bad so we developed our own."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"I would like to see a mobile version of ServiceNow."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"Transparency in the pricing model needs to be improved."
"Local solutions have lower costs."
"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."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"An area for improvement would be the accessibility of downloaded and compressed files."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
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