We performed a comparison between Clarity SM and Ivanti Neurons for ITSM 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.
"Right now, we are starting to be dependent on the CMDB a lot."
"It helps when you have an incident or performing a problem change management process."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"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."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"Scalability is very good. We have scaled to more users and more functionality."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"This is an excellent alternative to ServiceNow for smaller companies."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution's installation depends on its customization. It is easy."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The integrations are quite simple and clear."
"It is easy to set up."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"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."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The cost of this solution is too high, which is why we're leaving."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There's a lack of integration with other products. This needs to be improved."
"The patching for non-Windows OSes such as Linux is poor."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. Clarity SM is rated 7.8, while Ivanti Neurons for ITSM is rated 8.2. 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 Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and ManageEngine ServiceDesk Plus. See our Clarity SM vs. Ivanti Neurons for ITSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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