We performed a comparison between Clarity SM, ManageEngine SupportCenter Plus, 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."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."
"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."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"Right now, we are starting to be dependent on the CMDB a lot."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"You can customize it and make it work to the client's needs."
"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 easy to tell what needs fixing and the priority of things."
"We have found the reporting in this product to be very useful."
"The product is very scalable and stable when used as a help desk once it is built out."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"The most valuable features are the ITIL compliance and billing."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"You can scale the solution."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"The UI needs to be upgraded."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"It doesn't yet have the ability to integrate with other products."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The monitoring tool is in need of improvement."
"The upgrade was pretty complex."
"There is no cloud-based version and it would be helpful if it were available."
"The product is very difficult to use and configure and requires specialists."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"I would like to see some kind of project management or portfolio management in a future version."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The tech support is terrible and that seems to be a part of their business plan."
"The utilization of AI in ServiceNow needs enhancement."
"Transparency in the pricing model needs to be improved."
"Their GUI could be updated."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"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."
"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 capital expenditure neeed to get the tool up and running is extensive."
"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."
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