We performed a comparison between Cherwell Service Management and Clarity SM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"The dashboard is very useful to get a quick overview of current tasks."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"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."
"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."
"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."
"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."
"Scalability is very good. We have scaled to more users and more functionality."
"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."
"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."
"It is easy to tell what needs fixing and the priority of things."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The UI needs to be upgraded."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"The upgrade was pretty complex."
"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."
"The cost of this solution is too high, which is why we're leaving."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
Cherwell Service Management is ranked 18th in Help Desk Software with 6 reviews while Clarity SM is ranked 23rd in Help Desk Software with 107 reviews. Cherwell Service Management is rated 7.2, while Clarity SM is rated 7.8. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". Cherwell Service Management is most compared with ServiceNow, Ivanti Neurons for ITSM, JIRA Service Management and BMC Helix ITSM, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and BeyondTrust Remote Support.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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