Compare Clarity SM vs. JIRA Service Desk

Clarity SM is ranked 7th in IT Service Management (ITSM) with 7 reviews while JIRA Service Desk is ranked 2nd in IT Service Management (ITSM) with 12 reviews. Clarity SM is rated 7.8, while JIRA Service Desk is rated 7.8. The top reviewer of Clarity SM writes "Good IT lifecycle management and BI functionality". On the other hand, the top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". Clarity SM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Serviceaide Intelligent Service Management, BMC Helix ITSM and IBM SmartCloud Control Desk, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Zendesk Guide and Freshservice. See our Clarity SM vs. JIRA Service Desk report.
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Clarity SM Logo
3,627 views|1,631 comparisons
JIRA Service Desk Logo
8,305 views|6,700 comparisons
Most Helpful Review
Find out what your peers are saying about Clarity SM vs. JIRA Service Desk and other solutions. Updated: July 2020.
426,653 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
Time sheets are a powerful tool.As of late, I really like the BI functions.The most valuable features are the requests and incident tracking.The in-service catalog is quite useful.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.The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.It helps when you have an incident or performing a problem change management process.

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Some of the most valuable features are simplicity, ease of configuration, and ease of customization.It's easy to set up the solution.JIRA helps integrate Kanban Board features and for this reason what it does it does well.One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.This is the most complete and versatile enterprise task management product and issue tracker.

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Cons
Report solutions are a little short.The CA products integrate well together but I would like to see better integration with third-party solutions.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 cost of this solution is too high, which is why we're leaving.Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.The monitoring tool is in need of improvement.The interface for the users is a bit old-fashioned and not user-friendly.We would like the CMDB to be populated automatically. At the moment, everything is manually created.

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At times you will need add-ons or additional software, so built-in features would be helpful.JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.The solution should be more formalized. It could be more user-friendly.During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.

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Pricing and Cost Advice
Information Not Available
It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.

More JIRA Service Desk Pricing and Cost Advice »

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426,653 professionals have used our research since 2012.
Ranking
Views
3,627
Comparisons
1,631
Reviews
7
Average Words per Review
400
Avg. Rating
7.9
Views
8,305
Comparisons
6,700
Reviews
12
Average Words per Review
611
Avg. Rating
7.8
Popular Comparisons
Compared 48% of the time.
Compared 6% of the time.
Compared 27% of the time.
Compared 6% of the time.
Compared 5% of the time.
Compared 1% of the time.
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
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Broadcom
Atlassian
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...

JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
Offer
Learn more about Clarity SM
Learn more about JIRA Service 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, Stefaninimgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
REVIEWERS
Healthcare Company27%
Financial Services Firm21%
Government8%
Consumer Goods Company4%
VISITORS READING REVIEWS
Software R&D Company34%
Comms Service Provider11%
Media Company8%
Insurance Company8%
VISITORS READING REVIEWS
Software R&D Company34%
Comms Service Provider13%
Government9%
Insurance Company8%
Find out what your peers are saying about Clarity SM vs. JIRA Service Desk and other solutions. Updated: July 2020.
426,653 professionals have used our research since 2012.

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