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."The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"It's fairly easy to use, from a UI standpoint."
"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."
"The initial setup is pretty straightforward."
"It is the most stable product in the market."
"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."
"You can customize it and make it work to the client's needs."
"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."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"I've used SCSM a lot, and its features are valuable."
"The solution is quite easy to integrate with other Microsoft products."
"Many more features than other comparable products."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The most requested feature from our customers is the helpdesk ticketing system."
"It is a simple solution that is easy to configure."
"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 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."
"Compared to some of the other products, I think we are bit behind."
"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 user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"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."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"There are some issues regarding the knowledge base and the configuration manager."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The price of this solution is high and it needs to be cheaper."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Once we had an issue with a desktop download that would not open."
"Mobile application integration would be an improvement."
"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."
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 7.0. 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, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, 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.
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