We performed a comparison between Clarity SM and SysAid 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 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 fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"It is easy to tell what needs fixing and the priority of things."
"It helps when you have an incident or performing a problem change management process."
"Modules of integrated ITIL managers."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"Scalability is very good. We have scaled to more users and more functionality."
"The solution can scale."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"I would say the overall flexibility of the product is its most valuable feature."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"We would like more information about all the configurations that we have on our infrastructure side."
"One area that this product can improve is in the mobile user aspect."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"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 UI needs to be upgraded."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"There is a learning curve for the users."
"SysAid has fewer AI features compared to other tools."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"Currently, SysAid does not have a mobile application."
"We would like them to approve the security functionalities, e.g., management security features."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. Clarity SM is rated 7.8, while SysAid 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 SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas SysAid is most compared with ServiceNow, Spiceworks and JIRA Service Management. See our Clarity SM vs. SysAid 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.
