Clarity SM Review

The most valuable feature is interconnectivity with other CA products.


What is most valuable?

From our perspective, and taking into account that we have a lot of CA products for IT service delivery, the most valuable feature is interconnectivity with other products such as CA Clarity, CA IT Asset Manager, CA Spectrum, CA UIM, CA APM, etc.

How has it helped my organization?

  • All incidents, requirements, changes and problems are documented in one database.
  • It is easy to follow, control and generate reports.
  • There is a synergy with other products for incident management, monitoring (infrastructure and applications), asset inventory, etc.

What needs improvement?

Taking into account the new version 17.0 that CA Technologies has released, issues in terms of the flexibility, ease-of-use, service catalogue improvements, etc. were resolved.

For how long have I used the solution?

I have used CA Service Desk Manager for three and a half years. Previously, we used the IBM Tivoli Service Desk suite for five years.

What do I think about the stability of the solution?

No major issues that affect the stability were faced. In the beginning, the issues used to be in the first stages.

What do I think about the scalability of the solution?

We had no scalability issues.

How are customer service and technical support?

The support provided is very good to excellent.

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

We were using the IBM Tivoli Service Desk suite solution for many years.

How was the initial setup?

The setup was of the intermediate level in complexity, but there is no need to worry about that.

We experienced no major delays in terms of the migration, configuration and setup tasks.

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

Taking into account of the strong relation that we have with CA Technologies, and so many others products that we have implemented, price was not an issue.

Which other solutions did I evaluate?

We looked at IBM and BMC solutions.

What other advice do I have?

It is important to have all the procedures well-documented, have a sponsor for this project and have good relations with CA and a partner. They will help you to define and implement this solution.

**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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