We performed a comparison between Clarity SM and ServiceNow 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."The solution's back-end architecture is very good for end users."
"The most valuable features are the requests and incident tracking."
"We are benefiting by being able to put time to what our technicians are doing."
"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."
"Logging every action in Service Desk Manager (SDM)."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"The workflow capability for easy setup is powerful."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"I like the ease of use."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"The Workflow feature is the most valuable."
"We would like more information about all the configurations that we have on our infrastructure side."
"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."
"They should enhance the service desk manager's service point function to be more customizable."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"The cost of this solution is too high, which is why we're leaving."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"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 biggest complaint I have is that the ServiceNow search engine is not very robust."
"Complexities in the organization made the initial deployment complex."
"Performance could be improved."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"When it comes to changing some of the features, I would like a little more leeway."
"The solution’s pricing is expensive and could be improved."
"Compared to other products that I have been using, it is not as user-friendly."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. Clarity SM is rated 7.8, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Clarity SM is most compared with JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management, BeyondTrust Remote Support and ManageEngine ServiceDesk Plus, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Microsoft Dynamics CRM. See our Clarity SM vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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