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Featured Review
Find out what your peers are saying about Clarity SM vs. ManageEngine ServiceDesk Plus and other solutions. Updated: November 2021.
553,954 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
"Self-service interface means people can check their own tickets.""As of late, I really like the BI functions.""The in-service catalog is quite useful.""Time sheets are a powerful tool.""The most valuable features are the requests and incident tracking.""The initial setup is pretty straightforward."

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"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.""Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.""The solution overall has been quite stable.""I like the catalog features and workflow. I also like the knowledge space.""There's no problem with the software.""I like how it can be integrated and expanded with other ManageEngine products.""ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.""The most valuable feature is its ease of use."

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Cons
"It doesn't yet have the ability to integrate with other products.""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.""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.""Report solutions are a little short.""The CA products integrate well together but I would like to see better integration with third-party solutions.""The cost of this solution is too high, which is why we're leaving."

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"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.""Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.""It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different.""Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.""It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.""As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.""I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.""There's no native integrations between the systems."

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Pricing and Cost Advice
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"The only issue for us is the pricing, which is quite high in comparison with the competition.""Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders.""Cost-wise, we're quite happy.""We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution.""For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost.""As compared to a lot of systems out there, it is more affordable.""It is cheaper than the competitors."

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Questions from the Community
Top Answer: The initial setup is pretty straightforward.
Top Answer: Nowadays, the solution is not so cheap, If can be a bit expensive. When we did some research last year, we noted the pricing was near the top and on the more expensive side.
Top Answer: The user interface is a little bit old and not so mainstream. 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… more »
Top Answer: Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also… more »
Top Answer: As compared to a lot of systems out there, it is more affordable.
Top Answer: As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about… more »
Ranking
12th
out of 55 in Help Desk Software
Views
1,784
Comparisons
1,139
Reviews
6
Average Words per Review
631
Rating
7.3
3rd
out of 55 in Help Desk Software
Views
6,343
Comparisons
4,882
Reviews
11
Average Words per Review
440
Rating
8.0
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
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...

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

Offer
Learn more about Clarity SM
Learn more about ManageEngine ServiceDesk Plus
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
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Top Industries
REVIEWERS
Healthcare Company28%
Financial Services Firm22%
Government7%
Comms Service Provider4%
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider11%
Government7%
Retailer5%
REVIEWERS
Reseller19%
Computer Software Company14%
Comms Service Provider10%
Government10%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider23%
Government7%
Financial Services Firm5%
Company Size
REVIEWERS
Small Business18%
Midsize Enterprise15%
Large Enterprise67%
REVIEWERS
Small Business39%
Midsize Enterprise29%
Large Enterprise32%
Find out what your peers are saying about Clarity SM vs. ManageEngine ServiceDesk Plus and other solutions. Updated: November 2021.
553,954 professionals have used our research since 2012.

Clarity SM is ranked 12th in Help Desk Software with 6 reviews while ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 13 reviews. Clarity SM is rated 7.4, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes "Easy to configure SLAs and generate reports". Clarity SM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, SCSM and SysAid, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, SCSM and Zoho Desk. See our Clarity SM vs. ManageEngine ServiceDesk Plus 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.