Clarity SM Alternatives and Competitors

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Read reviews of Clarity SM alternatives and competitors

Tomasz Szczesny
Real User
IT Administrator / Help Desk Platform at Inter cars
Feb 26 2020

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… more»

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… more»

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.

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… more»

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… more»
Real User
Project Manager at a mining and metals company with 10,001+ employees
Mar 10 2020

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… more»

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 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.
Makhosonke-Matshoba
Real User
ITSM Specialist at Gijima
Mar 28 2020

What is most valuable?

As of late, I really like the BI functions.

What needs improvement?

The CA products integrate well together but I would like to see better integration with third-party solutions. An example of this is with AIOps, where I prefer Splunk over CASDM, so I would have like to see it opened up so that the integration is straightforward. We like the customer to be able to… more»

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

In my company, we have both CASDM and BMC Helix ITSM, and I have worked with both of them. I find the BMC solution easier to deploy than CASDM. Some of my colleagues regularly support BMC and it seems that their deployment is much quicker. Our BMC solution is much smaller and it does not cover all… more»

What other advice do I have?

We are currently two versions behind but we are in a project to upgrade to the latest version, 17.2. It is appealing to me because I will have access to the AIOps modules. I am also interested in moving to the cloud-based solution because it is easier to deploy. There are better technologies… more»
Get our free report covering ServiceNow, ManageEngine, Atlassian, and other competitors of Clarity SM. Updated: May 2020.
418,646 professionals have used our research since 2012.