We performed a comparison between Clarity SM, Samanage, 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."Time sheets are a powerful tool."
"We are benefiting by being able to put time to what our technicians are doing."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"It has a good GUI interface."
"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 flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"The value for the clients is that you can save information in the application and get reports with that information."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"Very good incident management, chain management and problem management features."
"It provides internal clients with greater transparency about their projects and deliverables."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"ServiceNow is easy to use and has a user-friendly interface."
"Ease of support and upgrades need much improvement."
"The UI needs to be upgraded."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"One area that this product can improve is in the mobile user aspect."
"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."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"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."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"The solution is lacking in the mobile application area that could be improved."
"Their GUI could be updated."
"The discovery of assets could be improved; right now they only allow for one domain."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"Their cloud management is also not that great compared to other products."
