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Clarity SM Logo
1,800 views|1,086 comparisons
SCSM Logo
Read 7 SCSM reviews.
2,913 views|1,725 comparisons
Featured Review
Find out what your peers are saying about Clarity SM vs. SCSM and other solutions. Updated: November 2021.
552,305 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.""Time sheets are a powerful tool.""The most valuable features are the requests and incident tracking.""The in-service catalog is quite useful.""The initial setup is pretty straightforward."

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"Many more features than other comparable products.""The most valuable feature is the reporting of incidents.""We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances.""SCSM is easy to learn because all of the material, including training videos, can be found online.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""The most requested feature from our customers is the helpdesk ticketing system.""The reporting is very good."

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Cons
"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.""It doesn't yet have the ability to integrate with other products.""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.""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."

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"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.""I have found SCSM not adequate enough to carry out some functions.""The configuration could be easier.""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.""We would like to see a web-based interface that works on mobile devices.""The user interface needs to be improved.""They need more integration with open-source products."

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Pricing and Cost Advice
Information Not Available
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support.""The price should be lower."

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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: The support from Microsoft is good and we also have local support on the ground in Nigeria.
Top Answer: The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support.
Top Answer: I have found SCSM not adequate enough to carry out some functions.
Ranking
11th
out of 55 in Help Desk Software
Views
1,800
Comparisons
1,086
Reviews
6
Average Words per Review
631
Rating
7.3
8th
out of 55 in Help Desk Software
Views
2,913
Comparisons
1,725
Reviews
8
Average Words per Review
912
Rating
7.1
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
System Center Service Manager
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...

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.
Offer
Learn more about Clarity SM
Learn more about SCSM
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
Fibabanka, UMC Health System
Top Industries
REVIEWERS
Healthcare Company28%
Financial Services Firm22%
Government7%
Retailer4%
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider11%
Government7%
Retailer5%
VISITORS READING REVIEWS
Computer Software Company27%
Government16%
Comms Service Provider14%
Healthcare Company4%
Company Size
REVIEWERS
Small Business18%
Midsize Enterprise15%
Large Enterprise67%
REVIEWERS
Small Business36%
Midsize Enterprise36%
Large Enterprise29%
Find out what your peers are saying about Clarity SM vs. SCSM and other solutions. Updated: November 2021.
552,305 professionals have used our research since 2012.

Clarity SM is ranked 11th in Help Desk Software with 6 reviews while SCSM is ranked 8th in Help Desk Software with 7 reviews. Clarity SM is rated 7.4, while SCSM is rated 7.2. 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 SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". Clarity SM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and SysAid, whereas SCSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM and Device42. See our Clarity SM vs. SCSM 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.