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."Modules of integrated ITIL managers."
"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."
"This product has so many adjustment possibilities for many different clients."
"The most valuable features are the requests and incident tracking."
"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."
"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."
"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."
"It is the most stable product in the market."
"This product has helped our organization by allowing people to connect with each other."
"The solution offers good productivity at a low price point."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"I've used SCSM a lot, and its features are valuable."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is one of the most stable solutions in the market."
"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."
"If I had to choose, it would be more around the user interface than the mobile experience."
"They should enhance the service desk manager's service point function to be more customizable."
"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."
"One area that this product can improve is in the mobile user aspect."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"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."
"I would like to see the API cleaned up."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The user interface needs to be improved."
"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."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"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."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"Resources for understanding compliance and relative compliance need to be made available."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
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 7.2. 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 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, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and BeyondTrust Remote Support, 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.
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.