We performed a comparison between Broadcom Clarity and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two Project Management Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It is very stable. We are on demand. With on demand, those guys keep it running."
"I enjoy the Risks/Issues section.I use that to raise things before they happen."
"Visibility to where we are on projects. It tells someone where we are; if we're in trouble or not."
"Within the SaaS environment (since CA is supporting it), it has been extremely stable and reliable."
"There were probably about five or six metrics that we used. As a result, the groups that I supported were consistently ranked at the absolute top of the organization, as we were leveraging these built-in tools for tracking."
"Visibility is the number one feature. They can see where the bottlenecks are, they can see what their project statuses are, why are things being held up, etc."
"We also have integration with CA Agile Central. So we get all the project-related data and the user stories-related data into it and we report on to that: How much funding is there, and how much are the actuals between these two tools?"
"The feature that I have found most valuable is the XFlow, that interface is pretty cool."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The overall functionality of the product is excellent."
"Freshservice's best feature is its user-friendliness."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Financials are okay, but there's a lot of room for improvement in financials.Financial plans, if those could be made so that you're not always grouping your financial data by predefined attributes, that would be helpful for us."
"One of the major pain points for me when it comes to Broadcom Clarity PPM is the new UI. The new UI is very good in terms of functionality and the drag and draw features, but it's not very responsive. When I say that it's not very responsive, what I mean is that sometimes, the tool is not very user-friendly. For example, a user saves a value on the form, but the tool doesn't give any indication to the user that the value has been saved. Some users are moving from the classic UI to the new UI, and end up getting confused because on the classic UI, when you click "Save", it'll save the information and you'll get an indication that it was saved. With the new UI, it auto saves the information, but it doesn't give an indication in the form of a popup box that "this form has been saved", or any type of message indicating that the information was successfully saved. It's been confusing for users who move to the new UI because of that. The users don't understand when the values are being saved or not being saved, even if there's an auto-save feature in the new UI."
"Setup could be made easier."
"We're looking at adding the Agile piece to it. I want to make sure that that integration is very smooth."
"There are some tool limitations. We had to create some of our own summary competencies to create more of an agile tool concept, or an agile team concept, that they did not really have."
"One of the things that have always been a bit painful is the integration with reporting utilities. The current integration is with Jaspersoft, and there are a number of difficulties with that. If you're using out-of-the-box fields and everything, it is a bit slow and clunky. It has a drag-and-drop interface for the users. On the backend side, there is a report designer. They haven't given or allowed me any training on it yet. So, it has been a bit limited in its features. On one of the earlier report utilities, they had one called Actuate, which had VBA as its base programming language, and you could do quite dynamic things behind the scenes, whereas the Jaspersoft interface seems rather locked. So, you're limited in your options. Being a programmer, you like to have room to be able to invent and create rather than just being limited to a few selection boxes."
"Their online documentation is okay. It is not great. It is hard to get to some of the answers to the things that we may be running into, such as use cases that we are trying to fix. So, frequently we have to put in tickets."
"As far as a tool that communicates with resources, with individuals - what they're supposed to do next or what action items came out of what meeting - it's not really used that way. Probably I could envision a way that it would be used that way. Until it's as easy as sending an email, it probably won't be utilized by the resources in that manner."
"The chat portal is not that great."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Their analytics need improvement."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"A chat bot needs to be added to the portal."
Broadcom Clarity is ranked 6th in Project Management Software with 136 reviews while Freshservice is ranked 10th in Project Management Software with 29 reviews. Broadcom Clarity is rated 8.0, while Freshservice is rated 8.0. The top reviewer of Broadcom Clarity writes "A dynamic solution with a lot of great out-of-the-box calculations, but integration with reporting utilities is a bit painful". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Broadcom Clarity is most compared with Microsoft Project, Jira, Planview Portfolios, ServiceNow Strategic Portfolio Management and Smartsheet, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our Broadcom Clarity vs. Freshservice report.
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