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."We are benefiting by being able to put time to what our technicians are doing."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"As of late, I really like the BI functions."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"Self-service interface means people can check their own tickets."
"When users have a problem, they report using Service Desk and it is very useful for this."
"It's fairly easy to use, from a UI standpoint."
"Service Manager's best features are flexibility and customizability."
"The initial setup is easy."
"Service Manager gives us a single system where everything is centralized in one base."
"It gives us better understanding and control of service management."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Technical support is pretty good."
"Its flexibility and ease of customization are its most valuable features."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"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."
"There are some issues regarding the knowledge base and the configuration manager."
"The cost of this solution is too high, which is why we're leaving."
"More user experience in the look and feel of the application. "
"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."
"They should enhance the service desk manager's service point function to be more customizable."
"I don't see anything lacking."
"The product's technical support services need improvement."
"Their end-user interface and technical support features could be improved."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"Service Manager would be improved with access to automation."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
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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