We performed a comparison between Clarity SM and SCSM 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."This product has so many adjustment possibilities for many different clients."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"We can search open and closed cases to find what we have done in other incidents."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"It's fairly easy to use, from a UI standpoint."
"The most valuable feature is the reporting of incidents."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The solution offers good productivity at a low price point."
"The solution is quite easy to integrate with other Microsoft products."
"It is one of the most stable solutions in the market."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"One area that this product can improve is in the mobile user aspect."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The upgrade was pretty complex."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The UI needs to be upgraded."
"It doesn't yet have the ability to integrate with other products."
"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 current status of the process."
"We would like to see a web-based interface that works on mobile devices."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"They need more integration with open-source products."
"I have found SCSM not adequate enough to carry out some functions."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Resources for understanding compliance and relative compliance need to be made available."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Clarity SM is rated 7.8, while SCSM 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and BeyondTrust Remote Support, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Clarity SM vs. SCSM 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.