Clarity SM Primary Use Case
Our company uses the solution for system, program, service request, change, and knowledge-based management.
We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.
We have about 4,000 users at our bank with no immediate plans to increase usage.
View full review »We are a partner with CA Technologies, and we've done major implementations of Clarity for around 40 to 50 different customers of various sizes. Some are small, while others have a massive infrastructure running multiple instances of the CA Service Desk. It's deployed exclusively on-premises, and that's one of the reasons CA is losing market share: It doesn't offer a cloud solution.
Our customers implement Clarity for incident, change, process, configuration, and problem management. The service catalog is another popular feature they use. Clarity offers process automation as well. You can make multiple dynamic workflows to compile or integrate those processes.
View full review »We used the solution for two purposes. When working for a banking client, we used it to report incidents and change order-related requests for internal banking employees. Currently, for clients in the telecom industry, we are using it from a service management perspective for end users.
View full review »Buyer's Guide
IT Service Management (ITSM)
March 2024
Find out what your peers are saying about Broadcom, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: March 2024.
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We are using Clarity SM mainly for managing IT tickets, such as incident requests, problems, and changes. There is a cloud version available, but we are not ready for this yet.
View full review »Knowledge management. Most of the idle functionality, incident, change requests, and knowledge.
View full review »We use the tool for many processes. Incident problem, change, config, and knowledge. So it's very important for us, and it's used very much and it will increase in importance for us. There are 47,000 employees at Sandvik who do need these systems for IT processes.
It's operated in one company, a supporting IT company. It's in one place and the whole global organization at Sandvik is using this for IT incident problems. It's a central solution for Sandvik.
View full review »DF
reviewer977340
Project Manager at a mining and metals company with 10,001+ employees
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.
View full review »JV
Jeff Vielle
Regional IT Coordinator at Novus International
We use it for the collection of tickets, to help our end-users, make sure they're taken care of in a timely manner. We Utilize various aspects of it to provide best customer service for them, to get their problems resolved.
View full review »Right now we have our IT analysts, about 500 users, that use Service Desk Manager primarily. They put in tickets, requests, incidents, and then track changes. Those are our use cases for it right now.
JS
Joaquim Santos
Senior Engineer at Banco Portugal
Our primary use case is for ticketing. I'm a senior engineer.
View full review »MM
Makhosonke-Matshoba
ESM Specialist at Gijima
We use the solution primarily for call logging and checking, but we also use it with other products that are related to CA. It's mainly for monitoring and event management from the infrastructure management perspective which integrates or interfaces into CA SDM for ticket logging. We also use it to check the SLA using what is referred to as the embedded service desk. We're about to introduce service catalog. It's one of the CA products that integrate nicely with it so we'll be using the new features of self-service and the xFlow engine. I'm an ITSM specialist and we have a partnership with Clarity SM.
KD
Kris Dunn
Manager Software Engineer at Appriss
We drive all of our operations for our enterprise solutions through Service Desk Manager. It has performed really well.
There are different products for different purpose. The Service Desk is to take account of incidents and minor requests from the different area of the bank. The PPM is to organize projects. I know that the organization is using Spectrum, but it is out of my scope.
The Service Desk has performed very well. I chose it. It was my selection. I managed the implementation of the product. It is a very good product.
GG
Gurinder Giran
Senior Consultant
Our primary use case is mainly for incident problem requests and change management. The overall experience has been pretty good. It is customizable. You can customize it and make it work to the client's needs. Overall, the experience is pretty good.
View full review »MM
Makhosonke-Matshoba
ESM Specialist at Gijima
We are a solution provider and this is one of the systems that we implement for our clients.
This solution covers most of the IT lifecycle. The emphasis is mainly on incident management, change management, program management, and request fulfillment. We also have the System Management patch for network monitoring.
View full review »PC
Consult298936
Senior Engineer at a financial services firm with 1,001-5,000 employees
We use it for our incident request processes and also our change-over processes as well as our problem processes. It's our main CMDB.
View full review »TS
Tomasz Szczesny
IT Administrator / Help Desk Platform at Inter Cars SA
We primarily use the solution for incident and change management.
View full review »FB
Fernando Bruno Videla
Security Architect at Netnix
Our primary use case is managing incidents and requests from customers.
It performs very well.
View full review »I help my clients make best use of the tool in their service management environment.
It performs pretty well.
View full review »It's our primary ITSM tool for managing problem chains and incident management.
I think it's performed okay. I've been with PenFed for a couple of years. I think one of the drawbacks is that we have adequate support within PenFed.
View full review »We use this solution to improve user experience. With the new xFlow and Service Point features, we are able to bring users even further to our side. This is a huge gain when we look at a heterogeneous environment in terms of culture and variety of systems in operation. Demonstrating ease of use and interaction for end users along the same line of usability for support analysts was a key factor in the success of the deployment.
View full review »PC
Consult298936
Senior Engineer at a financial services firm with 1,001-5,000 employees
The main purpose is for service desk use. It is a repository of information.
We use it as our ticketing system, as well as our ability to use CMDB and change management, and for our incident request management.
It has performed very well in these functions. We have been using it for eight years now.
View full review »Change management. We use it to control changes throughout the company. Developers submit change orders and it flows through to QA, and then on to our production deploy. We use CMDB to be sure we understand the impact to changes. So, the focus is for auditing and reducing changes that break things. That's how we use it.
It's performed well. It's a reliable product.
View full review »OM
Olnika Mogakane
Assistant Director at Department of Trade and Industry
We use this solution for request and incident management, as well as configuration.
View full review »We use it in our IT department to connect with our customers.
The performance has been excellent.
View full review »We use it as a help desk ticket. Anytime users have a problem, they can go in, put the ticket in, and we are able to track what the technicians do.
View full review »- We have our AT side, which we use for our service desk.
- We use it for our software development lifecycle.
- We use it for our CIS Admin change, so any kind of changes that are happening.
- We also have a CRM system that was built a hundred years ago.
- It is used to manage our resorts, and our resort operations, and then also our call centers.
MA
Manuela Arriaga
Project Manager at Mutualidad de la Abogacía
Our primary use case for Clarity is to manage portfolios and projects, and to manage the software.
View full review »Incident request, problem, and change management.
Working problem tickets and change orders.
View full review »It is mostly used for support. If customers have issues, they log tickets and the issues hopefully get fixed.
It works well for this. We do some things a little strange as you can customize everything, so it has to handle different things, and it also does this well.
I function inside of CMDB, Chain Configuration Management Data Base. I use it to work with our change management process, or configuration management process. To reduce down time, mean time to repair, audit functionality. Pretty much everything within CMDB, which is a subset of Service Desk.
View full review »The primary use case for the product is the help desk, and it has performed okay. It is working as it is designed.
View full review »Buyer's Guide
IT Service Management (ITSM)
March 2024
Find out what your peers are saying about Broadcom, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: March 2024.
765,234 professionals have used our research since 2012.