We performed a comparison between Clarity SM, Ivanti Neurons for ITSM, 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 a good GUI interface."
"The most valuable features are the requests and incident tracking."
"Modules of integrated ITIL managers."
"As of late, I really like the BI functions."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"We can search open and closed cases to find what we have done in other incidents."
"The in-service catalog is quite useful."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"This is an excellent alternative to ServiceNow for smaller companies."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is easy to set up."
"The integrations are quite simple and clear."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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 more information about all the configurations that we have on our infrastructure side."
"The product needs to have a better user experience in the interface and mobile functionality."
"I would like to see the API cleaned up."
"The upgrade was pretty complex."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"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."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"The user interface must be made simpler and more effective."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"We'd like more integration with solutions like SolarWinds."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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