We performed a comparison between Clarity SM, ServiceNow, and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"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."
"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."
"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."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"The view it provides into who's doing the work."
"The initial setup is pretty straightforward."
"Self-service interface means people can check their own tickets."
"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."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"Data in reports and dashboards are easily accessible."
"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."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"Simplicity of Change Manager."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"ServiceNow is easy to use and has a user-friendly interface."
"The product has the best features for ITSM."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"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 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 API is very, very bad so we developed our own."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"The upgrade was pretty complex."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"The solution's user experience could be improved concerning its UI and portals."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
"I would like them to add software inventory in the next release. We don't have that right now."
"SummitAI IT Management Suite's project management and operational management features could be improved."
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