We just raised a $30M Series A: Read our story

Compare Clarity SM vs. IBM SmartCloud Control Desk

Cancel
You must select at least 2 products to compare!
Top Review
Find out what your peers are saying about Clarity SM vs. IBM SmartCloud Control Desk and other solutions. Updated: September 2021.
541,708 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The in-service catalog is quite useful.""The most valuable features are the requests and incident tracking.""As of late, I really like the BI functions.""Time sheets are a powerful tool.""Self-service interface means people can check their own tickets.""The initial setup is pretty straightforward."

More Clarity SM Pros »

"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them.""The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that.""The solution is very easy to work with.""SLA integrations, reports, and integration with other applications are the most valuable.""The solution has been stable.""The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."

More IBM SmartCloud Control Desk Pros »

Cons
"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.""The CA products integrate well together but I would like to see better integration with third-party solutions.""Report solutions are a little short.""It doesn't yet have the ability to integrate with other products.""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."

More Clarity SM Cons »

"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user.""Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy.""The reporting in relation to updating could be improved upon.""The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time.""The solution lacks a graphical user interface.""The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."

More IBM SmartCloud Control Desk Cons »

Pricing and Cost Advice
Information Not Available
"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."

More IBM SmartCloud Control Desk Pricing and Cost Advice »

report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
541,708 professionals have used our research since 2012.
Questions from the Community
Ask a question

Earn 20 points

Top Answer: The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This… more »
Top Answer: It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher… more »
Top Answer: The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible… more »
Ranking
11th
out of 55 in Help Desk Software
Views
1,801
Comparisons
1,054
Reviews
6
Average Words per Review
575
Rating
7.8
9th
out of 55 in Help Desk Software
Views
1,032
Comparisons
747
Reviews
6
Average Words per Review
839
Rating
7.5
Comparisons
Also Known As
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
SmartCloud Control Desk
Learn More
Overview

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.
Offer
Learn more about Clarity SM
Learn more about IBM SmartCloud Control Desk
Sample Customers
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Top Industries
REVIEWERS
Healthcare Company28%
Financial Services Firm22%
Government7%
Comms Service Provider4%
VISITORS READING REVIEWS
Computer Software Company36%
Comms Service Provider11%
Government6%
Insurance Company6%
VISITORS READING REVIEWS
Computer Software Company29%
Comms Service Provider26%
Government7%
Insurance Company5%
Company Size
REVIEWERS
Small Business18%
Midsize Enterprise15%
Large Enterprise67%
REVIEWERS
Small Business57%
Large Enterprise43%
Find out what your peers are saying about Clarity SM vs. IBM SmartCloud Control Desk and other solutions. Updated: September 2021.
541,708 professionals have used our research since 2012.

Clarity SM is ranked 11th in Help Desk Software with 6 reviews while IBM SmartCloud Control Desk is ranked 9th in Help Desk Software with 6 reviews. Clarity SM is rated 7.4, while IBM SmartCloud Control Desk is rated 7.6. The top reviewer of Clarity SM writes "Saves us time and money with a great self-service interface". On the other hand, the top reviewer of IBM SmartCloud Control Desk writes "Centralized solution to efficiently take care of customer service calls". Clarity SM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM and JIRA Service Management, whereas IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Management, Micro Focus Service Manager and BMC Helix ITSM. See our Clarity SM vs. IBM SmartCloud Control Desk report.

See our list of best Help Desk Software 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.