We performed a comparison between Clarity SM and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"The in-service catalog is quite useful."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"It is the most stable product in the market."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"This product has so many adjustment possibilities for many different clients."
"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"We can have all our requests and incidents registered in one system."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Service Manager's best features are flexibility and customizability."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Service Manager gives us a single system where everything is centralized in one base."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"Compared to some of the other products, I think we are bit behind."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"More user experience in the look and feel of the application. "
"The upgrade was pretty complex."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"Their end-user interface and technical support features could be improved."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"I don't see anything lacking."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Service Manager would be improved with access to automation."
"Customization can be difficult at times because scripting is often required."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"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."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while OpenText Service Manager is ranked 16th in Help Desk Software with 48 reviews. Clarity SM is rated 7.8, while OpenText Service Manager is rated 7.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and BeyondTrust Remote Support, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and IBM Maximo. See our Clarity SM vs. OpenText Service Manager report.
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