We performed a comparison between Clarity SM and ServiceNow 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.
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"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 helps when you have an incident or performing a problem change management process."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"We can search open and closed cases to find what we have done in other incidents."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"ServiceNow is very easy to set up."
"The solution has very good automation tools."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"Makes ticket information easy to access."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The upgrade was pretty complex."
"There are some issues regarding the knowledge base and the configuration manager."
"If I had to choose, it would be more around the user interface than the mobile experience."
"More user experience in the look and feel of the application. "
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"We would like more information about all the configurations that we have on our infrastructure side."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"The high price is a huge barrier in Portugal."
"The user interface for accessing assistance sometimes disconnects."
"The solution should offer better security when it comes to storing data."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"ServiceNow's mobile app should be seamless and it is not right now."
"The visuals are the one area where there is opportunity for improvement."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while ServiceNow is ranked 1st in Help Desk Software with 211 reviews. Clarity SM is rated 7.8, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Clarity SM is most compared with JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX), IBM Maximo and ManageEngine ServiceDesk Plus, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Clarity SM vs. ServiceNow 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.
