We performed a comparison between Clarity SM, N-able MSP 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."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 most valuable features are the requests and incident tracking."
"We can search open and closed cases to find what we have done in other incidents."
"This product has so many adjustment possibilities for many different clients."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"It has a good GUI interface."
"It's fairly easy to use, from a UI standpoint."
"Time sheets are a powerful tool."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"This is a premier product and it has been around for a long time."
"I am impressed with the tool's integration with our mail system."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"If you stick to the out-of-the-box solution, it's an easy setup."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"Very easy to implement and to respond to my clients' needs."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"We have found change management and CMDB to be very useful."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"I have found that sorting and grouping functions are particularly useful."
"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 CA products integrate well together but I would like to see better integration with third-party solutions."
"If I had to choose, it would be more around the user interface than the mobile experience."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"Compared to some of the other products, I think we are bit behind."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"We would like more information about all the configurations that we have on our infrastructure side."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"The tool needs to improve its customization of the user interface."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"Their cloud management is also not that great compared to other products."
"The pricing of the solution could be better. It's a bit high."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"There should be fewer clicks and faster integrations between solutions."
"The solution's user experience could be improved concerning its UI and portals."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
