We performed a comparison between Clarity SM and ManageEngine ServiceDesk Plus 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 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."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"Scalability is very good. We have scaled to more users and more functionality."
"You can customize it and make it work to the client's needs."
"We are benefiting by being able to put time to what our technicians are doing."
"When users have a problem, they report using Service Desk and it is very useful for this."
"The most valuable features are the requests and incident tracking."
"It is the most stable product in the market."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The product scales up effortlessly and you can easily add users."
"It's stable."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"The management of this application is good."
"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."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"One area that this product can improve is in the mobile user aspect."
"If I had to choose, it would be more around the user interface than the mobile experience."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"The API is very, very bad so we developed our own."
"We'd like to have more integration into other platforms."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"I think asset management took a hit recently."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"They could improve the screens."
"There's no native integrations between the systems."
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Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Clarity SM is rated 7.8, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and Agiloft ITSM ITIL Service Desk Suite, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM. See our Clarity SM vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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