We performed a comparison between Cherwell Service Management and Clarity SM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The solution's back-end architecture is very good for end users."
"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."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"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."
"When users have a problem, they report using Service Desk and it is very useful for this."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"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."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"More user experience in the look and feel of the application. "
"One area that this product can improve is in the mobile user aspect."
"The product needs to have a better user experience in the interface and mobile functionality."
"The API is very, very bad so we developed our own."
"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."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The upgrade was pretty complex."
"The monitoring tool is in need of improvement."
Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews while Clarity SM is ranked 23rd in Help Desk Software with 107 reviews. Cherwell Service Management is rated 7.2, while Clarity SM is rated 7.8. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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