We performed a comparison between Clarity SM, ServiceNow, and vRealize Business for Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"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."
"It has a good GUI interface."
"It's fairly easy to use, from a UI standpoint."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"It is the most stable product in the market."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"The Workflow feature is the most valuable."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"The solution's initial setup process is easy."
"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions."
"I like the integration with other applications or vendors."
"The most valuable feature is that it allows us to compare the billing between the clouds."
"The product provides excellent daily reports."
"It doesn't take long to develop an automation blueprint. You need about half an hour, and then you can install or deploy it on several systems. That was our first great advantage in the project because we urgently needed to deploy across many different systems."
"The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services."
"This solution has made us aware that we are over-provisioning our virtual machines."
"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."
"The API is very, very bad so we developed our own."
"The interface for the users is a bit old-fashioned and not user-friendly."
"We would like more information about all the configurations that we have on our infrastructure side."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"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."
"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."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"I would like to see the API cleaned up."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"When it comes to changing some of the features, I would like a little more leeway."
"In an upcoming release, there should be more administration tools."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"It's not always easy to find the information you need. You must have a lot of technical experience to find the right location for what you're implementing within the program."
"The solution's private cloud is much too expensive."
"I would like to have an easy way of modifying the reference data that is used for the purposes of estimating the total billing."
"The pricing model is complicated and would be more predictable if it were simplified."
"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."
"The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases."
"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."
"There are some kinks to resolve with the Web GUI user interface, as it freezes at times."
