Clarity SM vs JIRA Service Management comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Clarity SM and JIRA Service Management based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Clarity SM vs. JIRA Service Management Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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 product, whether end-users or analysts.""The solution's back-end architecture is very good for end users.""The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works.​""Logging every action in Service Desk Manager (SDM).""We centralized our knowledge from various sources into one source of truth that is continually updated.""The in-service catalog is quite useful.""the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.""It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."

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"The initial setup is easy and straightforward.""A good organizational tool.""Some of the most valuable features are simplicity, ease of configuration, and ease of customization.""The dashboards in Jira have been the most useful feature.""The initial setup is straightforward.""I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.""It's easy to set up the solution.""Great to be able to create customized forms."

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Cons
"The cost of this solution is too high, which is why we're leaving.""The interface for the users is a bit old-fashioned and not user-friendly.""We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed.""The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.""One area that this product can improve is in the mobile user aspect.""The monitoring tool is in need of improvement.""Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available.""​Compared to some of the other products, I think we are bit behind​.​"

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"This solution lacks features for project management.""There should be better connections with access management. They should improve the connectivity.""The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration.""I don't think the program is very scalable.""JIRA Service could benefit from improvements to its voice support.""I'd like to update the dashboard so that more features are available.""Field addition and removal features are not very intuitive in JIRA Service Management.""At times you will need add-ons or additional software, so built-in features would be helpful."

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Pricing and Cost Advice
  • "I don't see anyone other than large companies being able to afford this system."
  • "It is a bit expensive, but you definitely get what you pay for. It is worth it!"
  • "Pricing is simple, as it’s per concurrent analysts."
  • "I think pricing of this model is suitable for growing corporations."
  • "Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
  • "There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
  • "The pricing is based on a subscription model."
  • "The solution is quite reasonable compared to other solutions in the market."
  • More Clarity SM Pricing and Cost Advice →

  • "Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
  • "JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
  • "Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
  • "Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
  • "I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
  • "But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
  • "Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
  • "It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
  • More JIRA Service Management Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:It is the most stable product in the market.
    Top Answer:The solution is quite reasonable compared to other solutions in the market.
    Top Answer:They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they… more »
    Top Answer:JIRA Service Management is a very user-friendly solution.
    Top Answer:It is one of the premium products on the market, but it is very costly, especially in the Indian market. Smaller organizations cannot afford it. We pay monthly licensing costs. We only have to pay for… more »
    Ranking
    23rd
    out of 59 in Help Desk Software
    Views
    713
    Comparisons
    461
    Reviews
    4
    Average Words per Review
    366
    Rating
    7.8
    2nd
    out of 59 in Help Desk Software
    Views
    8,100
    Comparisons
    5,654
    Reviews
    36
    Average Words per Review
    550
    Rating
    8.2
    Comparisons
    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
    JIRA Service Desk
    Learn More
    Overview

    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...

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    Sample Customers
    Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Top Industries
    REVIEWERS
    Healthcare Company25%
    Financial Services Firm22%
    Government7%
    Comms Service Provider5%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm11%
    Manufacturing Company10%
    Real Estate/Law Firm6%
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider12%
    Retailer9%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm9%
    Government7%
    Manufacturing Company6%
    Company Size
    REVIEWERS
    Small Business19%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business29%
    Midsize Enterprise9%
    Large Enterprise62%
    REVIEWERS
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise16%
    Large Enterprise60%
    Buyer's Guide
    Clarity SM vs. JIRA Service Management
    March 2024
    Find out what your peers are saying about Clarity SM vs. JIRA Service Management and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Clarity SM is rated 7.8, while JIRA Service Management is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Clarity SM is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management, BeyondTrust Remote Support and ManageEngine ServiceDesk Plus, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Clarity SM vs. JIRA Service Management report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.