Clarity SM Review

Important features are Incident/Request/Problem/Change Management, CMDB, and Business Intelligence.

Valuable Features

Incident/Request/Problem/Change Management, CMDB, and Business Intelligence.

Room for Improvement

From the user’s perspective: One of the most criticised aspects by the clients is the web interface, which is not too user friendly and hasn’t been changed in the last years. CA is trying now to promote an additional new interface which is more user friendly, but in this new interface, they removed some key functionalities. So, it brings value on the design, but with the price of losing some features.

Use of Solution

I’ve been using it for the last eight years.

Customer Service and Technical Support

They usually have three levels of support: 1st, 2nd and 3rd, which are the developers. The 1st level of support is not always too experienced, but you can get real help from the 2nd and 3rd level.

Implementation Team

I am part of a reseller team. The initial deployment of the application with the default configuration is not very useful for the client. The post-installation and configuration of the solution requires more advanced knowledge of the tool, as it allows a high level of customisation through scripting. If you have an experienced implementation team, you can get very good results and value from the solution.

Other Advice

For the first step, before deciding on a product, first make a detailed analysis of your internal processes and establish a list of key functionalities and requirements.

Present your requirements to the reseller/vendor and get details about how they can be implemented in the solution. A big advantage of this solution is that with a proper definition of the processes, almost anything can be configured & scripted.

Which version of this solution are you currently using?

**Disclosure: My company has a business relationship with this vendor other than being a customer: My company is a reseller & implementer for the vendor.
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