We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"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."
"Its flexibility and ease of customization are its most valuable features."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It can adapt to any process in the organization."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"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."
"Their end-user interface and technical support features could be improved."
"The solution does not interface well with other products and is difficult to implement."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
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...
Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.
Clarity SM is ranked 11th in Help Desk Software with 6 reviews while Micro Focus Service Manager is ranked 24th in Help Desk Software with 4 reviews. Clarity SM is rated 7.4, while Micro Focus Service Manager is rated 6.2. 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 Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". Clarity SM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, JIRA Service Management and IBM Maximo, whereas Micro Focus Service Manager is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, IBM Maximo and SolarWinds Web Help Desk. See our Clarity SM vs. Micro Focus Service Manager report.
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.