We performed a comparison between Clarity SM and OpenText Service Manager 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."We can search open and closed cases to find what we have done in other incidents."
"The UI is very user-friendly."
"The view it provides into who's doing the work."
"Logging every action in Service Desk Manager (SDM)."
"Self-service interface means people can check their own tickets."
"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."
"The most valuable features are the requests and incident tracking."
"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."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"The solution is simple to set up."
"The initial setup is easy."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"It's pretty well-structured in modules."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager's best features are flexibility and customizability."
"Technical support is pretty good."
"The API is very, very bad so we developed our own."
"Ease of support and upgrades need much improvement."
"There are some issues regarding the knowledge base and the configuration manager."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"If I had to choose, it would be more around the user interface than the mobile experience."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"The product's technical support services need improvement."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Pure cloud-based native functionality is lacking."
"I don't see anything lacking."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"Their end-user interface and technical support features could be improved."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. Clarity SM is rated 7.8, while OpenText Service Manager is rated 7.2. 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 OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our Clarity SM vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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