Clarity SM Review

Comprehensive reporting and incident tracking, but visualizations would be helpful

What is our primary use case?

We are primarily using this solution for incident requests. We track our CI CMDB change requests. We are using Service Desk Manager in a wide scope that is not in a single location but across Europe.

What is most valuable?

The most valuable features are the requests and incident tracking.

What needs improvement?

When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value. The agents generate information that is not important for me and it means that I have to scroll down to the bottom of the issue in order to find what I am looking for. In this regard, the interface is not always clear.

I would like to see charts and more graphical information available in the reporting. As it is now, we have incident data that is put into Power BI so that we can visualize it. We do this because it is easier to read graphical information. It would be nice if this solution had a simple wizard that could generate visualizations based on the data. As it is now, there are lots of reports, but from my perspective, the reporting is a little bit too complex.

For how long have I used the solution?

I have been working with CA Service Desk Manager for three or four years.

What do I think about the stability of the solution?

I am not aware of any issues in terms of stability, so I would say that there are no large or obvious bugs.

What do I think about the scalability of the solution?

From my perspective, it is no problem to add on to this solution. I would say that it is very scalable. We have about 1,600 people who actively use it.

How are customer service and technical support?

I have not had contact with technical support.

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

We are also using ServiceNow and our developers are using JIRA.

In my opinion, JIRA Service Desk is more oriented to developing software and it covers the topics surrounding that job.

What about the implementation team?

Our setup was performed quite some time ago by a third-party.

What other advice do I have?

My advice to anybody who is implementing this solution is to be patient. It is going to take effort and time to properly deploy.

I would rate this solution a seven out of ten.

Which deployment model are you using for this solution?

Public Cloud
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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