We performed a comparison between Clarity SM, OpenText Service Manager, and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"Scalability is very good. We have scaled to more users and more functionality."
"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."
"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."
"We can search open and closed cases to find what we have done in other incidents."
"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 solution's back-end architecture is very good for end users."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"Technical support is pretty good."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It's pretty well-structured in modules."
"Service Manager gives us a single system where everything is centralized in one base."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It can adapt to any process in the organization."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"The UI needs to be upgraded."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"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."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"Pure cloud-based native functionality is lacking."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"Service Manager would be improved with access to automation."
"The solution does not interface well with other products and is difficult to implement."
"Customization can be difficult at times because scripting is often required."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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