Compare Clarity SM vs. JIRA Service Desk

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Clarity SM Logo
2,405 views|1,102 comparisons
JIRA Service Desk Logo
8,759 views|7,168 comparisons
Most Helpful Review
Find out what your peers are saying about Clarity SM vs. JIRA Service Desk and other solutions. Updated: May 2021.
479,599 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 most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.""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 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."

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"The most valuable feature of this solution is that it is user-friendly.""This is a flexible tool for logging and tracking issues efficiently.""This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""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.""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."

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Cons
"The monitoring tool is in need of improvement.""Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.""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."

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"This solution lacks features for project management.""It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)""JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""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.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""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."

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Pricing and Cost Advice
Information Not Available
"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.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""The pricing is very competitive and I think that it is okay.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

More JIRA Service Desk Pricing and Cost Advice »

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Questions from the Community
Top Answer: Self-service interface means people can check their own tickets.
Top Answer: I'm not so involved on the commercial side of things but I believe the cost could be improved. I'm not sure if it's a currency exchange rate issue but we are in Africa so it's quite expensive.
Top Answer: We would love to see it integrating with other products like Splunk for log collection, integration to SMS facilities. It requires some effort for developers to get some of the things working because… more »
Top Answer: The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
Top Answer: Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
Ranking
10th
out of 56 in Help Desk Software
Views
2,405
Comparisons
1,102
Reviews
7
Average Words per Review
507
Rating
7.9
2nd
out of 56 in Help Desk Software
Views
8,759
Comparisons
7,168
Reviews
19
Average Words per Review
603
Rating
7.8
Popular 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
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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, Stefanini
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
REVIEWERS
Healthcare Company28%
Financial Services Firm21%
Government8%
Pharma/Biotech Company4%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider16%
Insurance Company8%
Manufacturing Company7%
REVIEWERS
Computer Software Company33%
Retailer22%
Transportation Company11%
Insurance Company11%
VISITORS READING REVIEWS
Computer Software Company26%
Comms Service Provider23%
Financial Services Firm8%
Government7%
Company Size
REVIEWERS
Small Business18%
Midsize Enterprise16%
Large Enterprise65%
REVIEWERS
Small Business63%
Midsize Enterprise13%
Large Enterprise25%
Find out what your peers are saying about Clarity SM vs. JIRA Service Desk and other solutions. Updated: May 2021.
479,599 professionals have used our research since 2012.

Clarity SM is ranked 10th in Help Desk Software with 7 reviews while JIRA Service Desk is ranked 2nd in Help Desk Software with 19 reviews. Clarity SM is rated 7.8, while JIRA Service Desk is rated 7.8. 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 JIRA Service Desk writes "Customizable, stable, and integrates well". Clarity SM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM and Serviceaide Intelligent Service Management, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Remedyforce, IBM Maximo and Zendesk Guide. See our Clarity SM vs. JIRA Service Desk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) 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.