We performed a comparison between Clarity SM and OpenText Service Manager 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 also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"We are benefiting by being able to put time to what our technicians are doing."
"Logging every action in Service Desk Manager (SDM)."
"Right now, we are starting to be dependent on the CMDB a lot."
"The view it provides into who's doing the work."
"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."
"When users have a problem, they report using Service Desk and it is very useful for this."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager does what it should, but it's quite outdated."
"The solution is simple to set up."
"It gives us better understanding and control of service management."
"It's easy to scale."
"Service Manager gives us a single system where everything is centralized in one base."
"Technical support is pretty good."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"I would like to see the API cleaned up."
"One area that this product can improve is in the mobile user aspect."
"The interface for the users is a bit old-fashioned and not user-friendly."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The cost of this solution is too high, which is why we're leaving."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"I don't see anything lacking."
"The interface could be better."
"Customization can be difficult at times because scripting is often required."
"The product's technical support services need improvement."
"Pure cloud-based native functionality is lacking."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"Service Manager would be improved with access to automation."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. Clarity SM is rated 7.8, while OpenText Service Manager is rated 7.2. 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 OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our Clarity SM vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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