We performed a comparison between Clarity SM, ManageEngine ServiceDesk Plus, and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features are the requests and incident tracking."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"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."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"Modules of integrated ITIL managers."
"The value for the clients is that you can save information in the application and get reports with that information."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The solution offers a lot of opportunities for integrations."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The simplicity of the solution is excellent."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The solution can scale."
"The interface for the users is a bit old-fashioned and not user-friendly."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"Compared to some of the other products, I think we are bit behind."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"The upgrade was pretty complex."
"We would like more information about all the configurations that we have on our infrastructure side."
"The current MDM is very basic and should be expanded."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"Lacks some flexibility in the configuration of workflows."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"There's no native integrations between the systems."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"SysAid has fewer AI features compared to other tools."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"Currently, SysAid does not have a mobile application."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"There is a learning curve for the users."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
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