We performed a comparison between Clarity SM and SCSM 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."Logging every action in Service Desk Manager (SDM)."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"It has a good GUI interface."
"When users have a problem, they report using Service Desk and it is very useful for this."
"The most valuable features are the requests and incident tracking."
"It helps when you have an incident or performing a problem change management process."
"It is easy to tell what needs fixing and the priority of things."
"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."
"This solution is easy to use."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The reporting is very good."
"The most valuable feature is the reporting of incidents."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"I've used SCSM a lot, and its features are valuable."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"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."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"The product needs to have a better user experience in the interface and mobile functionality."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"The monitoring tool is in need of improvement."
"I have found SCSM not adequate enough to carry out some functions."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"Mobile application integration would be an improvement."
"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."
"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."
"The price of this solution is high and it needs to be cheaper."
"Resources for understanding compliance and relative compliance need to be made available."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Clarity SM is rated 7.8, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Clarity SM is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BeyondTrust Remote Support and IBM Maximo, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Clarity SM vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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