We performed a comparison between Clarity SM, JIRA Service Management, and OpenText Service Manager [EOL] 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."
"Right now, we are starting to be dependent on the CMDB a lot."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"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 has a good GUI interface."
"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."
"Modules of integrated ITIL managers."
"This solution has helped us a great deal in project management tracking and forecasting."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"The customer portal with connection with our knowledge base has been most valuable."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"Allows customized processes for our service contracts."
"Transparency of the system helps both internal and external persons involved."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The initial setup is straightforward."
"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."
"Service Manager's best features are flexibility and customizability."
"Technical support is pretty good."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It's easy to scale."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"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."
"I would like to see the API cleaned up."
"The product needs to have a better user experience in the interface and mobile functionality."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"They should enhance the service desk manager's service point function to be more customizable."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"The interface could always be updated and improved."
"JIRA Service Management could include more AI features."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"There is no notification regarding language upgrades."
"Generally requires the purchase of additional plugins."
"Service Manager would be improved with access to automation."
"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 product's technical support services need improvement."
"The solution does not interface well with other products and is difficult to implement."
"Their end-user interface and technical support features could be improved."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"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."
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