We performed a comparison between Clarity SM and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Scalability is very good. We have scaled to more users and more functionality."
"The UI is very user-friendly."
"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."
"Self-service interface means people can check their own tickets."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"It is highly configurable with PinkVERIFY status."
"Incident management is a valuable feature."
"The initial setup was quite simple; installing just took a few minutes."
"The tool supports a lot of standard reporting KPIs."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"Incident management and service request management features are the most valuable."
"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 Self-Service."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"We would like more information about all the configurations that we have on our infrastructure side."
"The cost of this solution is too high, which is why we're leaving."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The interface can be improved. It can be made more interactive for self-service users."
"You must be very technical to configure it."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews. Clarity SM is rated 7.8, while Ivanti Service Desk [EOL] is rated 7.6. 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 Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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