Clarity SM Reviews

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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»
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»
Learn what your peers think about Clarity SM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,062 professionals have used our research since 2012.
Marcos L. Domingos
Real User
Support Analyst at Sonda IT
Oct 18 2019

What is most valuable?

XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the… more»

How has it helped my organization?

Visible integration between ITIL Processes makes service management easier by providing a broad view of the health of the organization's technology infrastructure, cost… more»

What needs improvement?

The part of notification methods and satisfaction surveys remain almost unchanged. Perhaps greater attention to these two simple and native features could give the set a… more»

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

My advice is to try to test the product a lot, including its procedural dependencies. Advice from some end-users would be very interesting, as it would evaluate the ease… more»

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

We did use another solution previously but there was a need for evolution.

What other advice do I have?

Try to focus on Knowledge Management and CMDB. Use CA Productivity Accelerator to learn and automate CMDB integration as much as possible.

Which other solutions did I evaluate?

We did not evaluate other options as we were already satisfied with the product and would incur a high cost.
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.
Consult298936
Consultant
Consultant at a financial services firm with 501-1,000 employees
Jul 29 2018

What is most valuable?

It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.

How has it helped my organization?

It helps when you have an incident or performing a problem change management process. You can view what all the relationships are between the CI that you are changing or using. It helps the engineers to better understand what they are facing.

What needs improvement?

* We would like more information about all the configurations that we have on our infrastructure side. * The interface for the users is a bit old-fashioned and not user-friendly. * We would like the CMDB to be populated automatically. At the moment, everything is manually created.

What other advice do I have?

It is quite a good product, and it's stable. They have a lot of features that you can customize to your organization. Everything should be automated, because if you are trusting on users to create their information, it will be not the truth on the moment. Most important criteria when selecting a… more»
Manuela Arriaga
Real User
Project Manager at Mutualidad de la Abogacía
Jun 01 2020

What do you think of Clarity SM?

What is our primary use case?

Our primary use case for Clarity is to manage portfolios and projects, and to manage the software. 

What is most valuable?

The most valuable feature are the time sheets, it's a very powerful tool.

What needs improvement?

The report solutions are a little short and that could be improved. It's possible that part of the issue is the customization because we had the tool customized for our clients. Clarity is also quite an expensive solution and it would be helpful if the cost was reduced. 

For how long have I used the solution?

I've been using this solution for eight years. 

How was the initial setup?

The initial setup was complex, it's possible that the integrations between this tool and other tools like Quality Center, ALM may have made the…
Olnika Mogakane
Real User
Assistant Director at Department of Trade and Industry
Jul 15 2019

What do you think of Clarity SM?

What is our primary use case?

We use this solution for request and incident management, as well as configuration.

How has it helped my organization?

Initially, CA Service Desk Manager was used by two divisions within the organization. In the past two years was rolled out to two more divisions.

What is most valuable?

The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.

What needs improvement?

The monitoring tool is in need of improvement.

For how long have I used the solution?

Five years.

Articles

User Assessments By Topic About Clarity SM

Learn what your peers think about Clarity SM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
420,062 professionals have used our research since 2012.

Clarity SM Questions

What is Clarity SM?

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

Also known as
CA Service Desk Manager,Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
Clarity SM customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini

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