We performed a comparison between Clarity SM, OpenText Service Manager, 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.
"The most valuable features are the requests and incident tracking."
"Time sheets are a powerful tool."
"The in-service catalog is quite useful."
"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."
"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"Right now, we are starting to be dependent on the CMDB a lot."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"Service Manager gives us a single system where everything is centralized in one base."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"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 will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"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."
"Technical support is pretty good."
"The initial setup is easy."
"The subsequent chain of tasks, I believe, is valuable."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"Identifies better ways to license software or eliminate unused software to save money."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"I would like to see the API cleaned up."
"The UI needs to be upgraded."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The interface for the users is a bit old-fashioned and not user-friendly."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an 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."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"Pure cloud-based native functionality is lacking."
"The product's technical support services need improvement."
"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."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"The solution is lacking in the mobile application area that could be improved."
"The pricing of the solution could be better. It's a bit high."
"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."
"One thing I don't care for is the reporting and the way it functions."
"The capital expenditure neeed to get the tool up and running is extensive."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
