We performed a comparison between Agiloft Service Desk Suite, Clarity SM, and JIRA 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 customer service and productivity have increased in quality and quantity since using this product."
"Logging every action in Service Desk Manager (SDM)."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"We can search open and closed cases to find what we have done in other incidents."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"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."
"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 most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"Great to be able to create customized forms."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"We get software developed faster."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"It doesn't yet have the ability to integrate with other products."
"I would like to see the API cleaned up."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"More user experience in the look and feel of the application. "
"The cost of this solution is too high, which is why we're leaving."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"There are some issues regarding the knowledge base and the configuration manager."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"They need to work on the speed of Jira."
"The deployment can be a bit complex, especially for those who are not technical."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The interface could always be updated and improved."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
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