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Clarity SM Logo
1,801 views|1,054 comparisons
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1,202 views|688 comparisons
Top Review
Find out what your peers are saying about Clarity SM vs. SysAid and other solutions. Updated: September 2021.
541,462 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
"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.""The initial setup is pretty straightforward."

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"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model.""The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow.""It tracks everything that the technicians are doing. We can account for time and manage resources.""The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage.""It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.""The simplicity of the solution is excellent.""The solution can scale.""All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

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Cons
"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.""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."

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"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function.""So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be.""The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports.""The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields.""Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that.""Currently, SysAid does not have a mobile application.""We would like them to approve the security functionalities, e.g., management security features."

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Pricing and Cost Advice
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"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you.""Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests.""SysAid is a good solution, especially from a pricing perspective.""We saw our investment back at the end of year one."

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Top Answer: The simplicity of the solution is excellent.
Top Answer: The pricing is very good. It's an affordable tool in comparison to other market leaders.
Top Answer: In terms of the main ITSM tool, the product is not good at automation which is the main reason we are looking for a different option and migrating away from it. Monitoring in our organization needs… more »
Ranking
11th
out of 55 in Help Desk Software
Views
1,801
Comparisons
1,054
Reviews
6
Average Words per Review
575
Rating
7.8
6th
out of 55 in Help Desk Software
Views
1,202
Comparisons
688
Reviews
7
Average Words per Review
1,907
Rating
8.1
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
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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...

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

Offer
Learn more about Clarity SM
Learn more about SysAid
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
Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
Top Industries
REVIEWERS
Healthcare Company28%
Financial Services Firm22%
Government7%
Comms Service Provider4%
VISITORS READING REVIEWS
Computer Software Company36%
Comms Service Provider11%
Government6%
Insurance Company6%
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider24%
Retailer12%
Non Profit6%
Company Size
REVIEWERS
Small Business18%
Midsize Enterprise15%
Large Enterprise67%
REVIEWERS
Small Business38%
Midsize Enterprise13%
Large Enterprise50%
Find out what your peers are saying about Clarity SM vs. SysAid and other solutions. Updated: September 2021.
541,462 professionals have used our research since 2012.

Clarity SM is ranked 11th in Help Desk Software with 6 reviews while SysAid is ranked 6th in Help Desk Software with 7 reviews. Clarity SM is rated 7.4, while SysAid is rated 8.2. 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 SysAid writes "Enabled us to have a better workflow for tickets and provides us with multilayered service management ". Clarity SM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, JIRA Service Management and SummitAI IT Management Suite, whereas SysAid is most compared with ServiceNow, Spiceworks, ManageEngine ServiceDesk Plus, JIRA Service Management and TOPdesk. See our Clarity SM vs. SysAid 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.