Clarity SM Review

Stable with a straightforward setup, but overall quite expensive

What is our primary use case?

We primarily use the solution for incident and change management.

What is most valuable?

The newest customer portal is an improvement on the old one. However, we don't have the possibility to use it as we're on an older version.

The new portal for analysts is supposed to be very good as well.

The in-service catalog is quite useful.

What needs improvement?

The lack of parameters is limited. It's not possible to customize the solution.

We have issues with adding attachments and screenshots. Copy and paste is not possible on the solution.

Although there are some good features on the latest version, my company decided in the past month to switch solutions and we're moving over to Jira.

The cost of this solution is too high, which is why we're leaving.

For how long have I used the solution?

I've been working with the solution for ten years, or maybe longer.

What do I think about the stability of the solution?

The solution is highly stable. We're using the high availability product for our application server and the program server is enough for our organization. We are using the application in over 70 countries because we have many branches abroad. It works well for us.

What do I think about the scalability of the solution?

We have more than 10,000 users using the system across 70 countries. It's quite scalable.

How are customer service and technical support?

We have a partner in Poland, so we've never contacted technical support directly. If we have issues, we contact the partner, not CA.

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

We have experience with Jira and have decided to move over to Jira in the coming months.

About 15 years ago, I also worked with an HP product called HP Service Desk. At the time, CA was more flexible and we could create customizations ourselves. On HP this was not possible without external support.

How was the initial setup?

The initial installation was not complicated. It was pretty easy because I had previous experience. Occasionally, however, we did have problems with the environment and the application server would be on standby for a long time. I didn't find this too be too much of an issue though.

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

The pricing is quite expensive. It's so cost-prohibitive we've decided to move away from it.

What other advice do I have?

We're using an older version of the solution. It's my understanding that in the 17.2 version there is a completely different customer portal.

I would recommend the solution, even though we are leaving it behind. I know another big company in Poland, which is an insurance company. They use this product and they've upgraded to the latest version. They have good knowledge and good experience with this product and they are using also the CMDB and the knowledge database, which is more of the product than we use. They are quite satisfied with the results they get from it.

I'd rate the solution seven out of ten.

Which deployment model are you using for this solution?

**Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
More Clarity SM reviews from users
...who work at a Healthcare Company
...who compared it with JIRA Service Desk
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