We performed a comparison between Clarity SM, Serviceaide ChangeGear , and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The UI is very user-friendly."
"The most valuable features are the requests and incident tracking."
"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."
"As of late, I really like the BI functions."
"Self-service interface means people can check their own tickets."
"The initial setup is pretty straightforward."
"It is easy to tell what needs fixing and the priority of things."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The simplicity of the solution is excellent."
"I would say the overall flexibility of the product is its most valuable feature."
"The solution can scale."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"Ease of support and upgrades need much improvement."
"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."
"The monitoring tool is in need of improvement."
"I would like to see the API cleaned up."
"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."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"There is a learning curve for the users."
"SysAid has fewer AI features compared to other tools."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
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