Most Helpful Review
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"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."
"This product has helped our organization by allowing people to connect with each other."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This solution is easy to use."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The solution is quite easy to integrate with other Microsoft products."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"Many more features than other comparable products."
"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."
"The price of this solution is high and it needs to be cheaper."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Mobile application integration would be an improvement."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Resources for understanding compliance and relative compliance need to be made available."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"They need more integration with open-source products."
Pricing and Cost Advice
Information Not Available
"It is an expensive solution."
"Licensing can be complex and confusing."
"The price should be lower."
Questions from the Community
Top Answer: As of late, I really like the BI functions.
Top Answer: The pricing is quite expensive. It's so cost-prohibitive we've decided to move away from it.
Top Answer: The most requested feature from our customers is the helpdesk ticketing system.
Top Answer: The solution does charge for add-ons and third party installations most of the time.
out of 52 in Help Desk Software
Average Words per Review
out of 52 in Help Desk Software
Average Words per Review
Compared 43% of the time.
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Compared 9% of the time.
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Compared 50% of the time.
Compared 15% of the time.
Compared 11% of the time.
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Compared 2% 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||System Center Service Manager|
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...
|System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.|
Learn more about Clarity SM
Learn more about SCSM
|Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini||Fibabanka, UMC Health System|
Financial Services Firm21%
Computer Software Company34%
Comms Service Provider17%
Computer Software Company23%
Comms Service Provider10%
Clarity SM is ranked 9th in Help Desk Software with 7 reviews while SCSM is ranked 5th in Help Desk Software with 12 reviews. Clarity SM is rated 7.8, while SCSM is rated 6.6. 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 SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". Clarity SM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Desk, BMC Helix ITSM and IBM Maximo, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Desk, BeyondTrust Remote Support and Device42. See our Clarity SM vs. SCSM 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.