Clarity SM Scalability

Türker Kara

Application & Software Architect at Turkiye Finans Participation Bank

The solution is scalable to a point. Container architecture increases the scalability.

Sandip Kheni

Lead Developer at STL - Sterlite Technologies Limited

The solution is very well scalable. At the moment, we have around 55000 users in our organization. We have about 700+ technical executives to assist the end users using the service desk manager. Apart from that, the rest are all end users.

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it_user657792

Global Manager, CA Solutions at a tech services company with 10,001+ employees

We have not had scalability issues. This system is capable of scaling to the largest enterprises. Conversely, it is overkill for small companies.

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Ahmed Issawi

System Architect ITSM application at Michigan State University

With the new architecture that we have, scalability is a lot easier. The system's more adaptable now. We could drop in more servers if we need to, pretty easily.

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MakhosonkeMatshoba

ESM Specialist at LetsCloudIT

Clarity SM is highly scalable.

We have approximately 400 analysts that log on to the system and make use of it. This includes both sides, from the customer and the service provider. We now have what we call self-service, it is for people who interact with the system for purposes of logging tickets using self-service. We have approximately 1,700 people using the self-service interface.

We are looking forward to onboarding more clients. We only have two clients but we would like one more.

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it_user653550

Senior Computer Specialist at a healthcare company with 10,001+ employees

There have not been any scalability issues.

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it_user779031

Senior Knowledge Manager at a financial services firm with 5,001-10,000 employees

It is pretty good. I have used it. Our company is like 10,000 employees. My previous company was approximately 100,000 employees, and it worked fine for both.

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it_user778992

Service Architect at SANDVIK IT Global Shared Services

Scalability is quite good I think. Right now we are quite satisfied with the solution.

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reviewer977340

Project Manager at a mining and metals company with 10,001+ employees

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.

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it_user677709

Sr. Director, IT Service Management at a healthcare company with 501-1,000 employees

We have not had scalability issues.

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it_user778941

Ca System Admin at MGM Resorts International

The scalability is pretty good. We've introduced new environments, new remote offices, into it and are able to incorporate them with pretty small impact.

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it_user660654

Development Manager at a financial services firm with 5,001-10,000 employees

We have not had scalability issues.

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it_user355596

Applications Analyst at a healthcare company with 1,001-5,000 employees

It's scaled to our needs.

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Makhosonke-Matshoba

ESM Specialist at Gijima

The scalability is quite good. We are able to easily accommodate hundreds of analysts that that use the system simultaneously without any performance issues. You can increase it to thousands of users and easily incorporate other clients into the platform without really having to do a lot of work.

Our environment currently has about 450 analysts and 30,000 self-service employees. That means 30,000 people logging onto the system. In terms of USA, the number of employees that could be logged in at the same time at any given time could be around 500. But in total, we are servicing about 30,000 people who are using their self-service facility. The system has been able to handle that load without problems.

We plan to onboard all the new clients in their new CA Service Desk solution and we plan to increase usage in the future.

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Kris Dunn

Manager Software Engineer at Appriss

Scalability has been good. We've been able to add new servers when we need to and it's been performing well.

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it_user779055

Analytics Agile Methodology Manager with 5,001-10,000 employees

Scalability is very good. We have scaled to more users and more functionality.

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Gurinder Giran

Senior Consultant

Solution is scalable. It does work. We can modify it up better to make it the way we want it to work.

We use it for different clients and each client has a different number of analysts and different number of customers. I have seen some large scale implementations where they have over a 1000 people using it even in the country or outside of the country in multiple countries and even within small organizations as well.

We have implemented it for larger and smaller companies.

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it_user558537

Head IT Operations at ICBC Argentina

We had no scalability issues.

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it_user578808

Applications Analyst at a healthcare company with 1,001-5,000 employees

We have not had the need for scaling it. This product was configured in a way that we could use it for many years.

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it_user558594

Systems Administrator at a logistics company with 10,001+ employees

It is very scalable.

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it_user373104

Director of Technical Operation Services at a tech services company with 1,001-5,000 employees

The tool allows us to adapt to many processes across our company. We have a lot of silos because of our business units. Therefore, the practices or the processes that we use to support our customers or the products differ, they're not all the same. It's very difficult when you have that many type of products to support, to make the business process for one product be the same for another. Fundamentally they might seem like they're the same, but they have all their very distinct differences. Escalation points and so on and so forth and Service Desk has allowed us to do that.

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it_user347820

System Administrator III at a healthcare company with 1,001-5,000 employees

As far as tickets go, we probably have about 1300 a month, across at least 80,000 assets. We've got about 300 analysts, and for end users somewhere around 14-15,000. They're mostly just sales service. They enter their tickets and that's it. They don't go into the system a whole lot. As far as active users, probably about 300.

We had problems several years ago, but we upgraded and fixed some architectural parts of the systems.

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Makhosonke-Matshoba

ESM Specialist at Gijima

If properly deployed, I think that the CA Service Desk Manager is scalable. We had our own lessons to learn from the way we did things in the previous versions but with our latest deployment, it has been quite well and scalable.

Two of our enterprise clients have between 900 and 1,000 users.

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it_user354894

Director, Development Teams at a financial services firm with 10,001+ employees

It's scaled just fine.

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it_user351345

MS Director at a comms service provider with 10,001+ employees

It's scaled just fine.

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it_user293970

Solution Architect at a tech services company with 51-200 employees

It is a very scalable product and multi-tenancy feature allows you to give secure access in a multi-organizational environment, or provide services with it.

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it_user467319

Technical Team Manager at a engineering company with 1,001-5,000 employees

We have had no issues scaling it globally throughout our company.

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it_user355599

Director of IS Portfolio Management at a healthcare company with 1,001-5,000 employees

We're not at that stage yet.

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Consult298936

Senior Engineer at a financial services firm with 1,001-5,000 employees

There might be 20 people who use the solution directly. We have 100 people who use it daily.

The solution is scalable as you can add more front-end servers or more back-end servers. It's an easy process and it's not a complex thing to do it.

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Tomasz Szczesny

IT Administrator / Help Desk Platform at Inter Cars SA

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

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it_user347988

Senior Systems Engineer at a healthcare company with 1,001-5,000 employees

The scale that we currently use it at is more than sufficient. We have single server with a single database and it holds up very well for over two hundred users. I think it's doing pretty good.

v12.9 does allow us to be more scalable if we have to build it for a greater audience of users, but we haven't got that far yet.

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it_user347988

Senior Systems Engineer at a healthcare company with 1,001-5,000 employees

We haven't tried to scale it yet, but I don't anticipate any issues.

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Reviewer2892

Vice President of Infrastructure Management at a transportation company with 10,001+ employees

No issues.

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it_user375492

Founder | Business Operations Performance Analyst at a tech services company with 51-200 employees

There have been no issues with the scalability.

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it_user347964

Service Desk Team Lead at a healthcare company with 1,001-5,000 employees

I think the issue, though, goes back to if you use the full functionality of SDM. So, we were on it for two years and we moved it over to the cloud. There were probably a lot of factors why we couldn't optimize SDM to its potential. It’s more of an organizational type of factor.

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Fernando Bruno Videla

Security Architect at Netnix

Our installation is very small but the customer's experience is good.

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it_user354888

Senior Software Engineer at a financial services firm with 1,001-5,000 employees

It's scalable.

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it_user778890

Principal Consultant at It Consultants

I've seen it scale to very large organizations and do it well. They've made improvements to help with that scalability.

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it_user493200

Pre-Sales/System Architect at a tech services company with 5,001-10,000 employees

I encountered a scalability issue with an older version. Nowadays, it is better.

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it_user579465

Data Administrator at a tech services company with 5,001-10,000 employees

None of my clients have reported any scalability issues. I didn't find any such issues either.

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it_user657765

Sr. Team Lead, Perioperative Services at a tech company with 10,001+ employees

There were no scalability issues, thus far. We have 28,000 users in the user database within the system, and it seems to chug along fine.

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it_user344286

Lead Operations Analyst at a retailer with 1,001-5,000 employees

The scalability of the solution has been very good. We think that it could definitely grow with our organization, it's just a matter of dedicating the resources needed to actually get that accomplished. When we first started developing the tool and putting it out there, we didn't actually scale it appropriately where we needed to. For companies looking forward, the biggest hurdle I think they need to do is actually look at how much they plan to use of the tool initially and also gauge in the future how much they think they're going to grow and not over estimate or at the same time, underestimate the usage of it.

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it_user778644

IT Manager at a financial services firm with 1,001-5,000 employees

I think the solution is scalable. We just have not leveraged the scalability aspects of it, or the latest versioning of it.

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Lucas Mesquita

Information Technology Analyst at a consumer goods company with 10,001+ employees

There were no scalability issues.

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it_user579465

Data Administrator at a tech services company with 5,001-10,000 employees

None of my clients have reported any scalability issues, neither have I experienced any issues.

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it_user578793

Software Engineer at a tech services company with 501-1,000 employees

There have been no issues with scalability.

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it_user481026

CTO at a tech company with 51-200 employees

It can handle request of around 5000 concurrent end users in an optimum environment.

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it_user373089

Chief Customer Officer at a government with 501-1,000 employees

Scalability I think has done a reasonable job for us. We're at the beginning of setting up, we've about 15 workflows and we want to get to 30 or 40. It's not been that challenging for us to make that happen. What we've learned is that the tool can do what we want but you have to make the business process changes and to establish the workflows. Get in the process to finding people to work in the new way has been the real challenge.

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Marcos L. Domingos

ITSM Specialist at Qintess

The scalability is the best possible.

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Consult298936

Senior Engineer at a financial services firm with 1,001-5,000 employees

There are no issues with the scalability. It is fully supported.

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it_user778689

Enterprise Application Administer

We have been able to utilize the system across all our different campuses. We find it to be fairly scalable, as far as bringing it up. We have not done HA yet, or any kind of high availability. That is something we are looking at as a possible future change. Right now, with our user base, we are pretty simple, but we find that it is scalable. It is something we are looking at in the future. Just not right now.

We have three different campuses, serving probably about 700 analysts, 40 different help desks, and about 70,000 possible customers.

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it_user779181

Manager Network Operations Center

In terms of scalability, I don't know if you can get integration. There have been complaints about integration with other tools. A lot of people wish that Service Desk had more of a REST API interface instead of SOAP. Some of our networking guys - we're trying to drive automation - and the enterprise, would like to see an easier way to interface with Service Desk.

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it_user654489

Director of Applications and Business Intelligence at a government with 10,001+ employees

The product does scale effectively up to a point. Beyond that, it gets a little complicated to extend it.

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it_user508716

IT Service Management Consultant at a tech consulting company with 51-200 employees

The tool can be load balanced and clustered, which makes it very scalable. The architecture can be designed to segment the Service Desk support team and the regular users. This is helpful as the Service Desk can continue to work efficiently when other users are experiencing performance degradation.

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it_user778788

Buisiness Analyst at Novus International

Scalability is great. We can use it in our company from our IT department to our sales department. It works for everyone.

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it_user778743

IT Support Tech at Value Drug

The scalability is good. As far as it goes, we are not that big of a company, but it seems to do well for us in this area.

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it_user779205

Software Manager

I can do whatever I want on it. I have it customized.

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it_user572859

Sr. Software Developer at a tech services company with 1,001-5,000 employees

It gives the opportunity for growth. If you have more services and more users, you just keep growing and scaling the hardware and the software, and you still get the same response.

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it_user577890

Project Manager at a tech services company with 501-1,000 employees

I have not encountered any scalability issues.

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it_user355584

Business Architect at a healthcare company with 10,001+ employees

Recently since we've been doing more automation, there are some scalability issues there, just in terms of volume, transactions, and speed. End users have gotten notices that say, "Script running, do you want to continue?"

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it_user105252

CTO at a healthcare company with 51-200 employees

Yes. Because features like Copy Linked Service did not work properly, services replicated at various levels of the hierarchy had to be simply copied, resulting in a maintenance nightmare when scaled to a significant number of services. View full review »

it_user778863

Office Manager at a financial services firm with 1,001-5,000 employees

Scalability is good. All I have to do is buy more licenses and I can scale up as big as I want - maybe stand up another server and get a bigger database - but I'm okay.

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it_user778506

Assistant Programmer at a financial services firm with 1,001-5,000 employees

I don't know because it's the same as when I started using it a few years ago.

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it_user506001

Software Engineer at a tech services company with 10,001+ employees

There were no scalability issues.

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Marcos L. Domingos

ITSM Specialist at Qintess

It's been able to scale for our needs.

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Marcos L. Domingos

ITSM Specialist at Qintess

So far, there were no identified scalability problems.

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it_user653556

IT Operations and Services at a healthcare company with 10,001+ employees

We have not had any scalability issues.

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it_user354834

Solution Architect with 10,001+ employees

We are provisioning other clients in the platform, and it's scaled just fine for us.

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it_user778734

Programmer at a retailer with 1,001-5,000 employees

It works well. We have lots of stores that call in. We have gone from 200 stores to 600 stores and it supports all of it.

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it_user778839

Systems Enginee

I would say we're a small to middle-sized company, and we haven't had any issues with anything like that. I wouldn't say it's a problem for us at all.

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it_user575832

Chief Technology Officer at a tech services company with 11-50 employees

The solution scales very well. A greatly improved version was introduced 3 years ago and since then, we have not had any issues with scalability or stability.

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it_user585885

Director de Servicios at a tech vendor with 11-50 employees

We have not really had any scalability issues. Rather, the companies are the ones that often do not have clear information about when they have to make the jump to a next level.

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it_user779061

Application Analyst with 10,001+ employees

We are working on installing in the production environment.

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it_user558381

IT Executive - Application Development at a comms service provider with 1,001-5,000 employees

Currently, we are busy migrating customers to use to Service Desk. We are going to scale up to about 4 to 5 million subscribers. This will allow us to further extend our look at network integration as well. It's going to extend far.

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it_user778683

Systems Analyst

It is very scalable and very flexible.

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it_user525810

Lead ,Managed Services at a tech services company with 51-200 employees

I have not encountered any scalability issues.

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it_user588606

Sr. System Engineer at a pharma/biotech company with 501-1,000 employees

We have not had any issues related to scalability.