Clarity SM Archived Reviews (More than two years old)

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Fernando Bruno Videla
Reseller
Security Architect at Netnix
Apr 27 2018

What is most valuable?

We can search open cases and closed cases to find what we have done in other incidents. We use the cases as a knowledge base to find what we did last time this incident occurred. Also, prioritization is valuable and managing work queues.

How has it helped my organization?

For us it's indispensable to have all the cases in one place. It's the main tool for managing cases, day to day.

What needs improvement?

Dashboards. Custom dashboards are really important because without that it takes too long to view some information. In the new version, xFlow is better.

What other advice do I have?

When our company is investing in a new vendor, what is important to us is * support * world-class software. Overall, I would give it an eight out of 10 because it's a good product. I think it can improve some things but it's stable and it's useful. Install it. I think it is easy to use. It's a good… more»
Real User
Pre-Sales/System Architect at a tech services company with 5,001-10,000 employees
Nov 06 2017

What is most valuable?

The most important part is the user experience. CA Service Desk Manager provides a great and helpful experience. It's a tool with constant updates and always thinking about and looking out for the… more»

How has it helped my organization?

I've been implementing the solution for more than a decade, in different companies of different sizes and in different industries. It's adaptability is incredible; you can codify and change almost… more»

What needs improvement?

The solution could include in your own license other products to help your own customers embrace more disciplines to their needs. With a small licensing of these products, it's possible to present all… more»

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

No comment. Ask me privately.

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

I previously used other solutions, but they were not as powerful. I'm working as a single MSP and work with different solutions.

Which other solutions did I evaluate?

I can help you to check and evaluate options; compare the solutions. Therefore, the first step is: Compare the same thing with the same thing, apples to apples, but I cannot tell you which is the… more»
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Real User
Chief Technology Officer at a tech services company with 11-50 employees
Oct 21 2017

What is most valuable?

The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers. First, based on… more»

How has it helped my organization?

The intelligence introduced into the product keeps getting better the longer you use it. Unified Self Service gives our end users an interface that attracts people and… more»

What needs improvement?

The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the… more»

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

Pricing is simple, as it’s per concurrent analysts.

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

We used in-house solutions and it did not give us the coverage over all the ITIL processes to provide professional service/support.

What other advice do I have?

It provides great possibilities. To get the most value out of the solution, make sure to get your people in service management and administrators trained.

Which other solutions did I evaluate?

We looked into other vendors too, such as Cherwell. But this is already 7 years ago. Since then, we observe the market and review our decision every two years to make sure… more»
Real User
Data Administrator at a tech services company with 5,001-10,000 employees
Oct 03 2017

What is most valuable?

This product has so many adjustment possibilities for many different clients. One of the features of this product is to elevate the customer experience. Due to the constantly increasing needs of the… more»

How has it helped my organization?

* We certainly increased the quality of our work. * The system is more robust. We can elaborate on a better and complex service. At one time, we had a lot of processes. * The application has the… more»

What needs improvement?

One area that this product can improve is in the mobile user aspect. We need to get more solutions to our client's mobile, so they will have the same mobile experience that they have on their… more»

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

It is a bit expensive, but you definitely get what you pay for. It is worth it!

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

I have used a different solution before, but it wasn’t what my clients really needed. The other systems don't have a variety of services that CA SDM has included under only one system. If CA SDM… more»

What other advice do I have?

Plan every step you need for implementation. Always look forward to every step that your client would need in order to get there.
Consultant
Software Engineer at a tech services company with 10,001+ employees
Sep 15 2017

What is most valuable?

We use it for incident, problem, release, change, knowledge, and configuration management.

How has it helped my organization?

With its scalability and ability to connect with various systems, we have been able to exchange data with several systems automatically.

What needs improvement?

The UI is old school with a lot of windows opening and slowing down the process of ticket creation by the end users. The reporting ability of the tool needs to improve drastically. Currently, the solution is provided with Business Objects… more»

What other advice do I have?

The needs an improvement with its UI which looks old school. The product also is quite complex to implement. However the framework it uses is quite scalable and the product can be customized a lot.

Which other solutions did I evaluate?

There is always a challenge with the cloud solutions, such as ServiceNow. But the level of customization that we can do with the tool is normally not possible with the other tools in the market. The UI should be more intuitive.
Consultant
Lead ,Managed Services at a tech services company with 51-200 employees
Aug 21 2017

What is most valuable?

* The remote connection part (Support Automation): CA Service Desk has a Support Automation feature which primarily does remote connection. This is an important customer… more»

How has it helped my organization?

All business processes have been built around the service. SLAs are measured promptly and tickets are owned/resolved faster, thereby improving user/customer satisfaction.

What needs improvement?

The Reporting part (Reports Tab) needs to be more robust and made less complex. CA Service Desk makes use of a BusinessObjects XI tool for reports, which is owned by SAP… more»

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

Pricing and licensing is usually a problem. CA solutions are very expensive; hence, only big organizations can afford them.

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

It was the same CA solution. The customer started with CA Service Desk 11.2 and they have upgraded to 12.6, 12.9 and 14.1.

What other advice do I have?

CA Service Desk is built around the ITIL methodology and would help to improve all organizational processes starting from incidents/problems/request, knowledge management… more»

Which other solutions did I evaluate?

The customer looked at ManageEngine, HPE Service Manager and others.
Marcos L. Domingos
Real User
Support Analyst at Sonda IT
Jul 21 2017

What is most valuable?

1. Ease of customization 2. Modules of integrated ITIL managers 3. Integrated remote access to tickets

How has it helped my organization?

The product update process has been improved, and I like that they have included advanced high availability. Also, the process of adding new customers using multi-tenant… more»

What needs improvement?

They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified… more»

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

Plan a Homologation Environment and possible uses for other areas of the organization other than IT. These points are extremely important and can impact the management and… more»

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

No.

What other advice do I have?

My advice is to get to know the product very well in relation to ITIL processes. A lot of customization only exists because we do not know the product at that level. The… more»

Which other solutions did I evaluate?

We also evaluated ServiceNow to reduce infrastructure costs, but some CA Service Desk Manager features do not exist in ServiceNow, even though it is a more expensive… more»
Marcos L. Domingos
Real User
Support Analyst at Sonda IT
Jul 21 2017

What do you think of Clarity SM?

What is most valuable?

Ease of integration with CA Service Desk Manager Account setup

How has it helped my organization?

New usage approach for end users

What needs improvement?

Access to services

For how long have I used the solution?

I have used it for two years.

What was my experience with deployment of the solution?

Low customer maturity in ITIL processes

What do I think about the stability of the solution?

We have not encountered any stability issues.

What do I think about the scalability of the solution?

We have not encountered any scalability issues.

How are customer service and technical support?

Customer Service: Customer service is excellent. Technical Support: Technical support is excellent.

Which solution did I use previously and why did I

Vendor
Senior System Engineer at a transportation company with 10,001+ employees
Feb 07 2017

What is most valuable?

* SLA escalations: The SLA escalation feature is accurate and helps the service management team to manage the services delivered, as well as to monitor the performance of the analysts working on the tickets. * Multitenancy: This feature… more»

How has it helped my organization?

Multitenancy has helped to use a single solution for multiple departments. This way, there was a single ticketing system for many departments, which saved a lot of cost and helped the departments with organizing their requests.

What needs improvement?

There are later versions available that we are not using yet. Many desired improvements have already been included in those versions. Nonetheless, here are a couple of ways they could improve the product: - Better reporting: Data specifying… more»

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

I did not previously use a different solution. We have been using this product from the beginning. It was chosen because of the features available at the given cost.

What other advice do I have?

For organizations that are beyond the startup phase but are still not very huge, this is the ticketing system to choose.
Consultant
Founder | Business Operations Performance Analyst at a tech services company with 51-200 employees
Jun 24 2016

What is most valuable?

The most valuable features for us was the ability to calculate service levels for different time periods as well as the ability to store and archive contracts. BSI has templates for calculating key services levels as well as the capability… more»

How has it helped my organization?

It's given us the ability to allow for automation of service-level reporting.

What needs improvement?

It needs better report-generation features and allow for different types of data.

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

Licensing costs can be high as they're based on the number of service-level metrics rather than by user. For a large number of users, try to get the enterprise license rather than individual licenses for each metric.

What other advice do I have?

Plan what information is needed for reporting before entering contracts and metrics for calculation. Have a visual basic developer on your team to script business logics used for metric calculations.
Vendor
Lead Operations Analyst at a retailer with 1,001-5,000 employees
Jun 20 2016

What is most valuable?

I handle primarily the back end of the tool. A lot of the benefits that we've seen have been the ease of use, the implementation of it, the actual transition because we had an existing product prior too and we're moving from our vendor product to ITSM. At the time, we were very concerned about how… more»

How has it helped my organization?

The biggest things that we've noticed has been the actual performance of the tool. In Maximo we had a lag and again, it's more or less because it was a shared tool were as we have a dedicated tool now. When we went to the tool that we're now using, SDM, we noticed that the performance was so much… more»

What needs improvement?

Room for improvement I would say from a back end perspective, I would say they need to streamline a lot of the code that they're using. I think it's very bloated, I think it has a lot of extra things that it doesn't really need. Things like for example, USS and Liferay. I mean, it's a great… more»

What other advice do I have?

Rating: I would definitely say it's an eight. I'm not going to be super positive and super negative but it's an 8/10.

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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