Clarity SM Review

Provides out-of-the-box integration with other CA Service Management modules and aligns with ITIL processes.

What is most valuable?

SDM provides out-of-the-box integration with other CA Service Management modules. For example, it integrated with CA CMDB, CA Business Intelligence (for reporting and dashboard), CA Service Catalog and CA Unified Self Service.

How has it helped my organization?

  • We are better able to manage and keep track of SLAs with end users.
  • Analysts work more efficiently based on the ticket priority.
  • We can better manage IT assets and contract license through CMDB.
  • Reporting and dashboard: it is easy to produce a report with drag and drop functions.

What needs improvement?

Customization and configuration of CA Unified Self-Service needs improvement. CA needs to provide similar tools like Web Screen Painter (a customization tool for Service Desk) for CA Unified Self Service.

For how long have I used the solution?

I have used this for 10 years; since CA Service Desk r11.

What do I think about the stability of the solution?

We have not had stability issues.

How are customer service and technical support?

On a scale of 1 to 10, I’ll give technical support an 8.

Which solution did I use previously and why did I switch?

We didn’t have anything before this.

How was the initial setup?

Initial setup is straightforward.

What's my experience with pricing, setup cost, and licensing?

They offer a concurrent analyst license that covers all the CA Service Desk modules: Incident, Request, Change, Service Level Management, CMDB, and Reporting.

There is NO license for the end user. In my opinion, it is a good licensing structure because some of other service desk products in the market sell separate licenses for each module.

Which other solutions did I evaluate?

We did’t look at alternatives.

What other advice do I have?

  • The product aligns to the ITIL process.
  • All modules are integrated: Incident, Request, Problem, Change Order, and CMDB.
  • The Service Catalog makes it easy for the end user to log a ticket.
  • It is role based: easily manage the analyst based on their role; e.g., level 1 analyst, level 2 analyst.
  • Unified administrator task.
**Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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